Myriad Cloud and Myriad Cloud Dedicated have additional Support and SLA information and this can be viewed as part of the Service Level Agreement (SLA) that you can view by clicking the link below.

Update history:

• 28th May 2024:  Clarify differences between technology used in Myriad Cloud vs Myriad Cloud Dedicated, and therefore what is covered by the SLA.

Myriad Cloud – Support & SLA

This document outlines the support included with Myriad Cloud subscriptions (Standard, Pro Ultimate and Dedicated) as well as the expected SLA and what you can expect should our Myriad Cloud service fall short of the SLA targets.

Myriad Cloud is available in two separate versions:

• Myriad Cloud
  • Available as Basic, Standard, Pro and Ultimate.
  • Uses custom-built high-performance versions of the Myriad software engines optimised to run in Microsoft Azure as native Cloud applications.
• Myriad Cloud Dedicated
  • Uses the regular Myriad Playout “desktop” products so is available as Myriad Cloud Dedicated v5 or v6.
  • Runs either on a dedicated physical computer hosted in a data center, or in a Virtual Machine running on dedicated server hardware.

Your Myriad Cloud system includes standard UK office hour technical support (9:30am to 5:30pm, Monday to Friday) for the following Broadcast Radio software products.

Myriad Cloud Basic/Standard/Pro/Ultimate:

• Myriad Cloud (includes both the “Station Playout” and the “Remote Connections” parts of the platform)
• BR Live Studio (Pro and Ultimate only)
• Myriad Cloud Contributor (Pro and Ultimate only)

Myriad Cloud Dedicated:

• Myriad 5/6 Playout
• Myriad 5/6 Remote Edit Server
• Myriad 5/6 OCP
• Myriad 5/6 AutoImporter
• BR Live Studio (Pro and Ultimate only)
• BR Encoder

UK office hours support also extends to the following services:

• Broadcast Radio Streaming
• Mobile Apps (Ultimate only)
• Alexa Skills (Ultimate only)

Software and services supplied by 3^rd parties are not included in standard UK office hour support, these may include, but are not limited to:

• Windows operating system
• 3rd Party encoding software
• Software Audio Processors such as StereoTool or others.
• Virtual Audio Cables (or other AoIP (Audio over IP) software)
• Remote Control Solutions (RealVNC / TeamViewer etc)

Standard UK office hours support only covers technical issues, not training. Tickets raised regarding standard procedures that are not technical faults will be regarded as training and are not included in the support contract.

For a full breakdown of our support procedures and guidelines see - /en/support/solutions/articles/101000535030

Additional ‘Out of Hours’ support for Myriad Cloud customers

In addition to the standard support outlined above, Myriad Cloud customers will also receive the following support within their Myriad Cloud Subscription (Standard, Pro, Ultimate and Dedicated ONLY). This additional layer of support is provided in recognition that the customer is not able to physically access the system as they would in a traditional ‘on premise’ model.

We will waive the ‘out of hours’ fee for technical support in the following circumstances:

• Customer is unable to access their Myriad Cloud system via the provided remote access solution
  • Myriad Cloud: Myriad Anywhere
  • Myriad Cloud Dedicated: RealVNC
• Customer’s (Broadcast Radio hosted) stream is not functioning, and:
  • Myriad Cloud: The customer has tried restarting Station Playout via https://my.broadcast.radio/station/x/options/cloud 
  • Myriad Cloud Dedicated: The customer has tried restarting the encoder software) and then tried restarting the pc that the Cloud Service is running on.
• Myriad Anywhere (Cloud Hosted) portal is not accessible, and:
  • Myriad Cloud: The customer has tried restarting the station “Remote connections” via https://my.broadcast.radio/station/x/options/cloud 
  • Myriad Cloud Dedicated: The customer has already restarted Remote Edit Server & Anywhere Tunnel Service).
• Myriad Cloud Dedicated Only: Myriad Playout software not able to be opened (even after customer restart of the computer).

Out of hours support tickets raised for any item not included in the list above will be chargeable at the standard ‘out of hours’ rate.

Examples of chargeable ‘out of hours’ support issues, where the Broadcast Radio Engineer resolves the issue by one or more of the following examples include, but are not limited to:

• Scheduling Issues
• Myriad Cloud:
  • Restart either the Playout or the Remote Connections parts of the platform via https://my.broadcast.radio/station/x/options/cloud 
• Myriad Cloud Dedicated:
  • Restarting RES/Tunnel Service
  • Restarting Encoder
  • Restarting BR Live Studio Application
  • Restarting Myriad Playout
  • Myriad Playout Suite Application Issues
• User Management/Security
• Any issues with playing a remote stream provided by another streaming provider/host.
• Customer closing Key Applications (or shutting down the cloud operating system or Myriad Cloud station)
• Training & Usability

The included UK standard office hours support will cover the majority of these except for anything considered as user training.

The spirit of this extended support is that if you experience a broadcast emergency that you would normally be able to rectify with physical access but are unable to rectify because you cannot access your Myriad Cloud system then we will offer waive the ‘out of hours’ technical support fee.

Myriad Cloud SLA

Myriad Cloud offers a robust and reliable service that you can rely on to provide 24/7 playout for your station, however, due to the multi-faceted nature of the solution, there are a great many factors that can affect system uptime and some of them are outside of our direct control.

In recognition of this, we offer a target SLA of 99.5% up-time per calendar month, where ‘up-time’ is defined as the platform is operational and accessible to the user via the remote-control solutions listed above.

Please note that this means the SLA will only apply if the platform is not running and is also not accessible by the end User – Myriad Cloud Station Playout/Myriad Playout v6/v6 software not running, or the encoder not streaming content does not count towards the SLA ‘up time.’

Any system outages need to be reported by email ([email protected] to open a ticket) with an exact description of the issue along with any steps you have taken already to rectify the issue. The outage start time will be taken as the time the ticket is raised. The outage end time will be defined as User Access restored to the system.

If the ‘up time’ falls short of the SLA (2 hours and 36 minutes) in each calendar month, the following rebates will be applied to the following months Myriad Cloud subscription.

Restrictions

The SLA rebate will not be applicable if the fault is caused by any of the following:

• Customer fault or negligence,
• Using any software other than that originally supplied with the system,
• Failure to carry out routine maintenance,
• Modifying the configuration beyond the original settings,
• Failure to ensure key software is configured correctly and running,
• Failure to login to the system remotely to check on configuration.

To apply for a rebate, please contact our admin team on [email protected] no later than 10 days after the outage. Please provide details of the outage along with the ID for the raised support ticket.

Confirmed rebates will be applied to the following months subscription.