Operating
Level Agreement (OLA) for




Iveda
Solutions, Digital Ally and Tecnología y Diagnósticos del Norte S.A. de
C.V.(TDN) in
Support of Servicio
de Administracion Tributaria


(SAT)




Version
1.0




Contents


General
      Overview
                
                2Terms
      and Conditions
                
                3Supported
      Services and Replacement Units
                
                4Party
      Responsibilities
                
                5Service
      Measures and Reporting
                
                7Signatures
      of Approval
                
                7Version
      History
                
                8Appendix
      A: Incidents and Escalations
                
                9Appendix
      B: Procedure Flowchart
                
                10Appendix
      C: Service Enhancements and Change Management
                
                12




Rev.
      11/11/2010
                        1
                        Service
      Life Cycle
Management







General
Overview


This
Operating Level Agreement (OLA) documents the support services provided by Iveda
Solutions, Digital Ally and Tecnología y Diagnósticos del Norte S.A. de C.V.
(TDN)for support
of Servicio de
Administracion Tributaria (SAT). The ultimate
objective of this Agreement is to document internal support-group services and
processes to ensure high-quality and timely delivery of Video Hosting, Video
Archive and Remote Data Retrieval Services to customers in the SAT community. This
OLA directly addresses the Video Hosting, Video Archive, In-Car Video
Recordings, Software for Computer Viewing,  and Remote Data Retrieval
Services structure required to support Customer SAT requirements. For
details on Customer requirements, see related Service Level Agreement
(SLA).




Iveda
Solutions, Digital Ally and Tecnología y Diagnósticos del Norte S.A. de C.V.
(TDN) will provide SAT a single point of
reporting problems with products and services covered in this OLA, using an
online trouble ticketing system.




Parties




The
parties affected by this OLA are:




·
            Iveda
      Solutions


·
            Digital
      Ally, Inc.


·
            Tecnología
      y Diagnósticos del Norte S.A. de C.V.
(TDN)


·
            Servicio de
      Administración Tributaria
(SAT)




Environment




The
support environment consists of the mobile video device located on a vehicle
owned and operated by SAT and the video
hosting and archiving environment owned and operated by Iveda
Solutions.  The monitoring stations owned and operated by SAT are not covered in
this agreement.





The video
device consists of a DVM unit containing an internal backward facing camera and
an external forward facing camera, In-Car Video Recordings, supplied and
supported by Digital Ally and the video convertor and mobile router (SVC-1002)
and Software for Computer Viewing, supplied and supported by Iveda
Solutions.





The video
hosting and archiving infrastructure consists of video servers and video storage
devices.




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      Life Cycle Management







Contact
Information







Iveda
      Solutions
                            
                            Digital
      Ally
                            
                            TDNContact
                            
                            Contact
                            
                            ContactJim
      Berglund
                              Operations
      Manager
                              jberglund@ivedasolutions.com
                              480-307-8723
                            
                            Marlon
      Jinks
                              Sales
      Support Engineer
                              Marlon.jinks@digitalallyinc.com
                              913-814-7774
                            
                            Armando
      Canseco
                              Primary
      Contact for Device Maintenance
                              armandocanseco@yahoo.com
                              210-681-6262
                              011525553514957




Terms
and Conditions




Agreement
Period




This
Agreement is valid from the effective date below and remains in effect
throughout the life span of the services supported.





Effective
date:  September 10, 2010




Agreement
Review




A
representative of any of the parties (see Parties) may submit a written
request for review of the Agreement to the designated review process owner at
any time. The Agreement should be reviewed annually. In the absence of the
completion of a review, the current Agreement will remain in effect. The review
process owner will incorporate revisions into the Agreement if all parties
mutually agree to the proposed changes.





Last
      review:
            Next
      review:  March 10, 2011




Hours
of Coverage




The
procedures in this Agreement are followed from 8:00 A.M. to 5:00 P.M. Monday
through Friday Arizona Time (except on holidays).





Holidays:





·
            New
      Year’s Day


·
            Memorial
      Day


·
            Independence
      Day


·
            Labor
      Day


·
            Thanksgiving
      Day


·
            Christmas
      Day




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            Service
      Life Cycle Management









Service
Goals




Iveda
Solutions, Digital Ally, or TDN will respond via email message to each SATissue
submitted through the online trouble ticketing system within:





·
            30
      minutes for issues classified as
critical.


·
            Four
      hours (during business hours) for issues classified as high
      priority.


·
            Eight
      hours (during business hours) for issues classified as medium
      priority.


·
            Eight
      hours (during business hours) for issues classified as low
      priority.




Priority
                        
                        Response
      time
                        
                        Resolution
      TimeLow        (4)
                        
                        8
      hours
                        
                        7
      Calendar DaysMedium  (3)
                        
                        8
      hours
                        
                        2
      Business DaysHigh       (2)
                        
                        4
      hours
                        
                        1
      Business DayCritical   (1)
                        
                        30
      minutes
                        
                        ASAP/24
      hours maximumResponse
      times listed are in business
hours.





A
resolution may not be available at the time SAT contacts Iveda
Solutions, Digital Ally, or TDN in which case Iveda Solutions, Digital Ally or
TDN will attempt to estimate the “time to resolution.”





All
groups involved will mutually determine an issue’s priority classification. See
Appendix A for specific
escalation response goals.





Sample
issues are documented in Appendix A: Incidents.





Mobile
Video Units will be installed at a minimum rate of 7 vehicles per
week.  The maximum (up to 130) installations must be completed within
4 months from September 10, 2010.





Repairs
or replacements for malfunctioning video components (care maintenance) in the
vehicles must be completed within 48 hours from the time of the
request.  Completion of repairs or replacements must be completed
within 72 hours of the request for vehicles located in foreign locations. All
requests requiring a device replacement for resolution will spawn a change
request to complete the replacement process.  The formal change
process allows SAT to schedule the
replacement of the device and formalizes the process to update the SAT asset database
with the updated serial numbers of the new devices associated with each SAT
vehicle.




Supported
Services and Replacement Units




Hardware/Services
Provided




·
            One
      DVM unit with internal backward facing camera and external forward facing
      camera.


·
            A
      video converter and mobile router
(SVC-1002)


·
            24x7
      video hosting


·
            Access
      to 3 months of video archiving




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            Service
      Life Cycle Management





·
            Remote
      Data Retrieval


·
            Video
      Manager 2 Back Office Software


·
            In-Car
      Video Recordings





Iveda Solutions agrees to
provide technical support to users in SAT experiencing
technical problems or questions with:





·
            SVC-1002
      units


·
            Access
      to video hosting


·
            Access
      to video archives


·
            Remote
      Data Retrieval





Digital Ally agrees to provide
technical support to users in SAT experiencing
technical problems or questions with:





·
            DVM
      units and external camera


·
            In-Car
      Video Recordings


·
            Video
      Manager 2 Back Office Software





TDN agrees to install
replacements for any malfunctioning devices listed below:





·
            SVC-1002
      units


·
            DVM
      units and external camera


·
            In-Car
      Video Recordings


·
            Video
      Manager 2 Back Office Software




Replacement
Units




SAT will be charged
the full replacement cost for DVM and SVC-1002 units if outside of warranty
period or if lost or stolen.  No charge for replacement of damaged
units inside warranty period.  No charge for repairing supported
services consisting of video hosting, video archive, In-Car Video recordings,
and remote data retrieval.




Party
Responsibilities




Iveda
Solutions




Iveda
Solutions agrees to:





·
            Meet
      response times associated with the priority assigned to
      issues.


·
            Generate
      and share with SAT periodic
      reports to monitor compliance with service goals (see Service
      Goals).


·
            Maintain
      appropriately trained staff.




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            Service
      Life Cycle Management





·
            Schedule
      maintenance (downtime) between 1:00 A.M. and 4:00 A.M. MST unless
      circumstances warrant performing maintenance at another time which must be
      pre-approved by SAT.


·
            Communicate
      in writing (e-mail) with SAT regarding
      issues involving change management (see Change
      Management).




Digital
Ally




Digital
Ally agrees to:





·
            Meet
      response times associated with the priority assigned to
      issues.


·
            Generate
      and share with SAT periodic
      reports to monitor compliance with service goals (see Service
      Goals).


·
            Maintain
      appropriately trained staff.


·
            Communicate
      in writing (e-mail) with SAT regarding
      issues involving change management (see Change
      Management).




Tecnología
y Diagnósticos del Norte S.A. de C.V. (TDN)




TDN
agrees to:





·
            Meet
      response times associated with the installation and replacement schedule
      agreed to with SAT.


·
            Generate
      and share with SAT periodic
      reports to monitor compliance with service goals (see Service
      Goals).


·
            Maintain
      appropriately trained staff.


·
            Schedule
      installation (downtime) as pre-approved by SAT for
      installations or as approved by SAT in a formal
      change request for maintenance
(repairs).


·
            Communicate
      in writing (e-mail) with SAT regarding
      issues involving change management (see Change
      Management).


·


·
            Be
      willing and available to provide critical information within 15 minutes of
      receiving a request for information from Iveda Solutions or Digital Ally
      seeking to resolve an SAT
      issue.




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            6
            Service
      Life Cycle Management







Responsibility
Assignment Matrix




Activities
      / RoleBusiness
                                                          
                                                          DVM
                                                          
                                                          SVC-1002
                                                          
                                                          Hosting
                                                          
                                                          Access
                                                          
                                                          Retrieval
                                                          
                                                          OS
      MaintenanceSAT
                                                          
                                                          I,S
                                                          
                                                          I,S
                                                          
                                                          
                                                          
                                                          
                                                          
                                                          
                                                          
                                                          I,SIS
                                                          
                                                          
                                                          
                                                          R,A
                                                          
                                                          R,A
                                                          
                                                          R,A
                                                          
                                                          R,A
                                                          
                                                          R,A,IDA
                                                          
                                                          R,ATDN
                                                          
                                                          R,A
                                                          
                                                          R,A





Key:
                Business:
                
                Role:SAT
                
                R –
      ResponsibleIS
      – Iveda Solutions
                
                A –
      AccountableDA
      – Digital Ally
                
                I –
      Input RequiredTDN
                
                S –
      Sign-off Required




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Service
Measures and Reporting




On behalf
of Iveda Solutions, Digital Ally, and TDN, Jim Berglund will provide SAT with the following
reports in the intervals indicated.





Report
      name
                                  
                                  Reporting
      interval
                                  
                                  Delivery
                                    method
                                  
                                  Responsible
      partyService
      Availability
                                  
                                  monthly
                                  
                                  email
                                  
                                  Iveda
      Solutions/Digital AllyService
      Delivery
                                  
                                  monthly
                                  
                                  email
                                  
                                  Iveda
      Solutions/Digital Ally/TDNNumber
      of customer incidents reported
                                  
                                  monthly
                                  
                                  email
                                  
                                  Iveda
      Solutions/Digital Ally/TDNNumber
      of incidents resolved
                                  
                                  monthly
                                  
                                  email
                                  
                                  Iveda
      Solutions/Digital Ally/TDNNumber
      of incidents open
                                  
                                  monthly
                                  
                                  email
                                  
                                  Iveda
      Solutions/Digital Ally/TDNTime
      to resolve tickets by severity
                                  
                                  monthly
                                  
                                  email
                                  
                                  Iveda
      Solutions/Digital Ally/TDNAccounts
      created
                                  
                                  Daily/monthly
                                  
                                  email
                                  
                                  Iveda
      SolutionsCustomer
      Satisfaction
                                  
                                  Monthly
                                  
                                  email
                                  
                                  Iveda
      Solutions/Digital
Ally/TDN




Signatures
of Approval




By
signing below, all parties agree to the terms and conditions described in this
Agreement.





Review
Process Owner


Name
                            
                            Title
                            
                            Signature
                            
                            DateJim
      Berglund
                            
                            Iveda
      Solutions
                              Operations
      Manager





Iveda
Solutions


Name
                            
                            Title
                            
                            Signature
                            
                            DateLuz
      Berg
                            
                            Iveda
      Solutions
                              Chief
      Operating Officer





Digital
Ally


Name
                            
                            Title
                            
                            Signature
                            
                            DateKen
      McCoy
                            
                            Vice
      President, Sales & Marketing





Tecnología
y Diagnósticos del Norte S.A. de C.V.


Name
                            
                            Title
                            
                            Signature
                            
                            DateArmando
      Canseco
                            
                            Primary
      Contact for Device Maintenance




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            Service
      Life Cycle Management







Version
History




Date
                              
                              File
      name
                              
                              File
      location
                              
                              Responsible
      party or
                                revision
      initiatorVersion
      1.0
                              
                              Iveda
      Solutions Digital Ally and TDN OLA for support of SAT.doc
                              
                              \\Lawnorder\Sales\Customers\SAT
                              
                              Luz
      Berg




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Appendix
A: Incidents and Escalations




Reporting
Incidents




SAT first consults the
troubleshooting guide and knowledge base within SysAid. If the troubleshooting
guide or the knowledgebase do not resolve the issue SAT contacts either their
internet service provider or submits an incident ticket to the trouble ticketing
system.  SAT uses the troubleshooting guide and SysAid training
document to select the appropriate device or service for the incident
ticket.  Iveda Solutions or Digital Ally either solve the issue
remotely, or contact TDN with instructions on how to resolve the
issue.




Escalation
Path





Iveda
Solutions


If the
problem is not resolved to the satisfaction of the customer


Jim
Berglund – Operations Manager to be contacted – 001480-307-8723


jberglund@ivedasolutions.com


Still not
resolved


Luz Berg
– Chief Operations Officer to be contacted – 001480-307-8700


lberg@ivedasolutions.com


Still not
resolved


David Ly
– Chief Executive Officer to be contacted – 001480-307-8700


dly@ivedasolutions.com





Digital
Ally


If the
problem is not resolved to the satisfaction of the customer


Mark
Gordon or Marlon Jinks to be contacted – 001913-814-7774


Mark.gordon@digitalallyinc.com; marlon.jinks@digitalallyinc.com


Still not
resolved


Larry
Dado or Jeff Oost to be contacted – 001913-814-7774


Larry.dado@digitalallyinc.com; jeff.oost@digitalallyinc.com


Still not
resolved


Darrin
McCoy to be contacted – 001913-814-7774


Darrin.mccoy@digitalallyinc.com


Still not
resolved


Ken McCoy
to be contacted – 001913-814-7774


Ken.mccoy@digitalallyinc.com


Still not
resolved


Steve
Phillips to be contacted – 00913-814-7774


Steve.phillips@digitalallyinc.com


Still not
resolved


Stan Ross
to be contacted – 00913-814-7774


Stan.ross@digitalallyinc.com





TDN


If the
problem is not resolved to the satisfaction of the customer


Armando
Canseco to be contacted – 210-681-6262 (TX) or 011525553514957


armandocanseco@yahoo.com




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            Service
      Life Cycle Management





Appendix
B: Procedure Flowchart










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            Service
      Life Cycle Management







Appendix
C: Service Enhancements and Change Management




Service
Enhancements (initiated by SAT)




Services
(as opposed to incidents; see Reporting Incidents) are planned activities that
SAT knows will
be required at some time in the future. SAT should
request services by sending an e-mail message to satsupport@ivedasolutions.com or support@digitalallyinc.com 
at minimum 14 days
in advance.





Iveda
Solutions or Digital Ally will respond to requests for service received with
appropriate advance notice within 1businessday.




Change
Management (initiated by Iveda Solutions or Digital Ally)




Change
management refers to any event that alters the existing state of a Customer’s
production services, including software, hardware, networks and facilities.
Iveda Solutions and Digital Ally seek to minimize disruption of services by
using a standard process to communicate and implement changes.





ServiceProvider
                                          Change
                                          Management
                                        
                                        Business impact
                                        
                                        Customer notification and
                                          confirmation
                                        
                                        ExamplesPlannedStandard
                                        
                                        Minor
      or repetitive changes considered part of the normal workflow with no
      affect on Customer’s business
                                        
                                        None.
                                        
                                        Password
      resetsMinor
                                        
                                        Small
      changes that have a documented and proven implementation process with
      little
      impact to the Customer’s business.
                                        
                                        Service
      Providers will advise Customer daily. Also in a monthly
      report.  Unconfirmed notification to Customer is
      acceptable.
                                        
                                        New
      account requests.  New installations of video
      units.  Replacement of failed devices in
    vehicles.Moderate
                                        
                                        Changes that may have a broad business
      impact.
                                        
                                        Service
      Providers will advise Customer five working days in advance. Customer
      must
      confirm notification.
                                        
                                        Installing
      patches on server.Major
                                        
                                        Changes
      that may have a significant
      impact to Customer business.
                                        
                                        Service
      Providers will advise Customer ten working days in advance. Customer must
      confirm notification.
                                        
                                        New
      OS or version upgrade, local upgrade in network
      infrastructure.UnplannedCritical
      (After-hours)
                                        
                                        Changes
      that must be performed in order to correct a faulty service having some
      impact on Customer’s business. Impact to business does not warrant
      immediate correction.
                                        
                                        Service
      Providers will advise Customer as soon as possible after knowing such a
      change is required. Confirmed notification is preferred.
                                        
                                        Hung
      process on a server – needs to be corrected before next backup is
      scheduled.Emergency
      (Immediate)
                                        
                                        Changes
      that must be performed in order to correct a faulty service having a major
      impact on Customer’s business. Impact to business requires
      immediate resolution.
                                        
                                        Service
      Providers will advise Customer after change implementation. Confirmed
      notification is preferred.
                                        
                                        Virus
      attack on network.  Disk drive
  failure.




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