TiVo 2007 Annual Report Download - page 130
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7. Availability. TiVo shall provide [*] technical support (via telephone, fax and e-mail) [*] regarding use of the TiVo Experience Software and
TIMS Solution and resolution of Errors related thereto. The Parties shall establish reasonable procedures for Comcast's access to such technical
support, including for the submission of incident and Error reports and information related thereto.
8. Comcast Obligations. In connection with TiVo's obligation to provide the support services described in this Exhibit L, Comcast shall perform the
following:
a. Comcast will work with TiVo to provide advance notice and to plan for events that may affect the utilization support services including
but not limited to plans for product rollouts, marketing promotions, and technology upgrades.
b. Comcast will provide [*] assistance to TiVo requesting cooperation from Comcast Vendors to enable TiVo to provide its own testing
facility, which may include Headend and set top box configurations.
c. Comcast will authorize [*] remote access to Comcast systems for TiVo support personnel in order to resolve problems and perform other
support activities.
d. Comcast shall establish a process within Comcast's organization for controlling the submission of incidents and to set the initial priority
(1 through 4) for new issues and can request a change in severity at any time. The table below identifies severities that may be assigned to
an incident and Comcast responsibilities at each level:
Type of Error (per Paragraph 5(c)) Comcast Responsibilities
Priority 1 Error
Commit sufficient resources to provide additional information and support [*] of TiVo's request. Make
reasonable efforts to apply suggested solutions immediately upon receipt.
Priority 2 Error
Begin the process required to provide additional information and resources to resolve the problem [*] of TiVo's
request. Make reasonable efforts to apply the solution provided by TiVo within one day of receipt.
Priority 3 Error Monitor and respond as necessary in order for TiVo to fulfill its obligations.
Priority 4 Error Monitor as necessary in order for TiVo to fulfill its obligations.
e. Comcast will [*] perform problem determination activities as requested by TiVo. Problem determination activities may include
performing network traces, capturing error messages, and collecting configuration information.
[*] Certain information on this page has been omitted and filed separately with the Securities and Exchange Commission. Confidential treatment
has been requested with respect to the omitted portions.
L-6.