Skip links

Service Specific Terms

Last updated: April 2021

The following terms and specifications apply to the following UniLED “Service Sub-Categories” specified below. These Service Specific Terms are incorporated into and form part of the Digital Signage Services Agreement (“DSSA”) entered into between UniLED Solutions Limited (“Supplier”) and the “Customer” as detailed in the DSSA. Capitalised terms not defined below, will have the meaning given to them in the DSSA.

Recurring Services

SUBS 1. Remote Services

SUBS 1.1 Remote Hardware, Software and Infrastructure Monitoring

 

Service includes:

Supplier shall make available to the Customer at least one member of staff 24 hours a day, 7 days a week, 365 days a year to carry out the following services in respect of the Screens where each of these diagnostic types are available:

  • Monitoring screen hardware and software via screen diagnostics and with the use of proprietary software
  • Monitoring status of all comms equipment via available Remote Monitoring Software (RMS) and / or remote diagnostics
  • Monitoring power and connectivity status
  • Monitoring and managing brightness levels via the Supplier’s proprietary brightness management software or via a manual brightness schedule where a light sensor is not fitted.
  • Monitoring content player status.

Where access is made available by the Customer, service includes: 

  • Monitoring the Content Management System (CMS)
  • Monitoring the network with respect to the status of available communications equipment including routers and 4G networks

SUBS 1.2 Visual Monitoring

 

Service includes:

For those sites where webcams have been installed, Supplier shall make available to the Customer at least one member of staff 24 hours a day, 7 days a week to carry out the following services in respect of the Screens:

  • Monitoring webcam stream and images
  • Capturing live images every 10 minutes
  • Maintaining an archive of screenshots for a duration of 3 weeks
  • Ensuring webcams are correctly positioned and online
  • Managing visual configuration including brightness, refresh rate, exposure capture

SUBS 1.3 Case Management

 

Service includes:

Supplier shall make available to the Customer at least one member of staff 24 hours a day, 7 days a week to carry out the following services in respect of the Screens:

  • Triage issues identified during the monitoring process to ensure they are assigned the appropriate level of urgency.
  • Assign the most appropriate team of technicians to incidents
  • Notify the customer of any issue in accordance with the agreed response time SLA and keep the customer informed of each incident in its progress through to resolution
  • Record all relevant incident data in our systems including key stage start and end times, incident symptoms and resolution methods

SUBS 1.4 Remote Maintenance

Service includes:

Supplier shall make available to the Customer at least one member of staff 24 hours a day, 7 days a week to carry out the following services in respect of the Screens:

  • Apply a remote fix resolution wherever possible across screen hardware, software and network faults in accordance with the agreed resolution SLAs
  • Notify the Customer of any issue in accordance with the agreed response time SLA and keep the Customer informed of each incident in its progress through to resolution

 

SUBS 2. On-Site & Inventory Services

 

SUBS 2.1 Reactive Maintenance Services

 

Service includes:

Supplier shall:

  • make available the minimum number of appropriately skilled and qualified technicians, 24 hours a day, 7 days a week to respond to reactive maintenance issues in accordance with each Customer’s SLA as agreed at the outset of a contract or subsequently agreed in writing between both parties and recorded in the Supplier’s internal systems
  • ensure all its employed technicians have received the adequate training, and have access to the necessary information, relating to the screen product, including any software/firmware information, required to carry out the services
  • provide to its technicians the minimum level of equipment necessary for the provision of its services as determined by the RAMS for each Site
  • prior to dispatching any technicians to Site have arranged:
    • any necessary access to site, including any work permits, RAMS or similar
    • any necessary access equipment or other equipment necessary to perform its service
  • repair any visible faults on a Screen’s surface and any other faults or problems affecting the operation of the Customer’s Screen, including the comms hardware and networking infrastructure
  • use reasonable endeavours to resolve any electrical issues arising from the fuse box/distribution unit onwards to the Screens
  • Notify the Customer of incidents in accordance with the agreed response time SLA and keep the Customer informed of each incident in its progress through to resolution

 

Defective components, replacements and spare parts:

  • In the event that any Screen is malfunctioning or has failed or is otherwise not in good working order, Supplier shall replace any parts or components of the Screens as required to restore the Screens to good working order. This is subject to the Customer’s acknowledgement that the Screens are subject to wear and tear and that the Supplier shall have no liability to the Customer in respect of the manufacturer’s repair or replacement of (or failure to repair or replace) any defective Screen (or any part or component thereof).
  • Subject to such acknowledgement, the Supplier shall, in performing such corrective maintenance to the Screens:
    • where the Screen falls under the terms of any applicable manufacturer’s warranty and valid warranty period and the Customer has a stock of spare parts (“Customer’s Stock of Spare Parts”), the Supplier shall (subject at all times to the ongoing validity and terms of such warranty):
      • replace any faulty part or component from the Screen using the Customer’s Stock of Spare Parts;
      • return the faulty part or component to the manufacturer for repair, and deliver the repaired part of component to the Customer;
      • inform the Customer no later than 90 days before any such warranty expires, provided always that it shall be the responsibility of the Customer to renew and pay for any renewal or extension of such warranty and that the warranty information has been provided to the Supplier;
    • where the Screen does not fall under the terms of any manufacturer’s warranty, the Supplier shall use its reasonable endeavours to source or repair spare parts or components required to restore the Screen to good working order provided always that:
      • it shall have the right to charge the Customer for such spare parts or components and the delivery of them as an Additional Cost (as defined below);
      • all spare parts and/or replacements provided by the Supplier to the Customer shall, subject to payment by the Customer of the applicable Additional Costs, become part of the Screens and the property of the Customer. Subject to payment by the Customer of the applicable Additional Costs, the Supplier will transfer ownership to the Customer with full title guarantee and free from third-party rights, of all such spare parts and/or replacements provided by it; and
      • all parts and components removed from the Screens by the Supplier in the course of performing such corrective maintenance shall no longer constitute part of the Screens and will be the property of the Supplier. The Customer will transfer ownership to the Supplier with full title guarantee and free from third-party rights, of all such parts and components.

The Customer acknowledges and agrees that title to and risk in the Customer’s Stock of Spare Parts shall remain with the Customer at all times.

SUBS 2.2 Preventative Maintenance

 

Service includes

In accordance with the scope of Service agreed pursuant to the DSSA, the Supplier shall:

  • Provide to its technicians the minimum level of equipment necessary for the provision of its services as determined by the RAMS for each Site
  • Ensure appropriately skilled technicians are made available to visit the Customer’s Sites to undertake the following measures:

 

  • Cleaning of LED Displays:
    • Cleaning of the active display face and borders

 

  • Inspection of LED Displays:
    • Check, test, remedy and record any display visual or operational fault.
    • If the display module is or has been replaced as part of a reactive or scheduled maintenance visit by the Supplier, perform colour and brightness calibration.
    • Push test of any RCD/RCBO device used to power the display device and immediately downstream of the device provided that access is available to the device location
    • Visual inspection of structure and housing: supplier will use reasonable endeavours to identify and record any deficiencies in the structural integrity of the Customer’s Screens or any other issues which may (in its reasonable opinion) affect the operation of the Screens (over and above those issues affecting the Screens themselves)
    • Audit of on-site spare parts
    • Module alignment
    • Check brightness levels
    • Audit of comms cabinet
    • General site health and safety check
    • Provision of inspection report

 

  • Cleaning of LCD Displays:
    • Cleaning of the display front glass and enclosure
    • Exchange of any display filtration element.

 

  • Inspection of LCD Displays:
    • Check, test, remedy and record any display visual or operational fault.
    • Perform colour, brightness and uniformity calibration only if the display panel is or has been replaced as part of a reactive or scheduled maintenance visit by the Supplier AND the display forms part of a videowall array.
    • Push test of any RCD/RCBO device used to power the display device and immediately downstream of the device, provided that access is available to the device location.
    • Supplier will use reasonable endeavours to identify and record any deficiencies in the structural integrity of the Customer’s Screens or any other issues which may (in its reasonable opinion) affect the operation of the Screens (over and above those issues affecting the Screens themselves)
    • Provision of inspection report

 

Our service excludes (subject to additional charges if included):

  • Cleaning of the supporting structure, rear enclosure surface or architectural cladding
  • Full periodic inspection to IEEE 18th edition regulations by a qualified and certified engineer
  • Full screen calibration and/or camera calibration of LED displays
  • The cost of specialist access equipment or personnel over and above ladders, desk surfers, portable scaffold towers and 20m MEWPs
  • The cost of any Traffic Management measures for lane closures, traffic restrictions or road closures.
  • The cost of any local authority work permits
  • The provision of any module removal tools, specialist powered tools, generation or calibration equipment required to carry out the works other than those required for screen cleaning, electrical testing and general display maintenance
  • Rectification of any surrounding structural issues it discovers
  • Modifying any visible features of the Site premises or modifying the structural surround of the Screen (including any steelwork and cladding)
  • Liability to the Customer in respect of any such issues, its findings and/or any document or report it produces in respect of the foregoing.

SUBS 2.3 Inventory Storage and Management

 

Service includes:

The supplier shall:

  • Store the Customer’s Stock of Spare Parts at the Supplier’s secure premises, or other Supplier managed location, separately from all other goods held by the Supplier, so that they remain readily identifiable as the Customer’s property
  • Maintain the Customer’s Stock of Spare Parts in satisfactory condition
  • Ensure that the Customer’s Stock of Spare Parts is always available for the purposes of providing the on-site services referred to in this document provided that a sufficient stock of the same was available to the Supplier at the Services Start Date.
  • Ensure spare parts are assigned a QR code and catalogued correctly, using its UniHUB platform to record and manage all stock and asset movements held at the Supplier’s premises or other Supplier managed locations.
  • Notify Customer when the Customer’s Stock of Spare Parts goes beneath an agreed threshold, ordering new spares when required.
  • Inform the Customer no less than 90 days before the warranty expires on any Screen and/or its related components.

 

 

SUBS 3. Campaign Services

 

SUBS 3.1 Content Management

 

Service includes:

In accordance with the agreed scope of service for each Customer, the Supplier shall:

 

  • make available a sufficient number of appropriately skilled staff during normal working hours (0800-1800) on Business Days and non-Business Days to deploy advertising content onto screens provided that the Customer supplies such advertising content with two working days notice and in accordance with the required specification and in accordance with or otherwise compatible to the content management system applicable to the screens
  • use best endeavours to provide such content management services in respect of any Content which is not supplied in the required format, provided that any service levels applicable to such content management services shall not apply and provided that Supplier shall have no liability to the Customer for any failure to provide or delay in providing such content management services in respect of the same in accordance with the DSSA.
  • where necessary, liaise with creative agencies on behalf of and in accordance with the instructions of the Customer;
  • ensure Content is played on Screens as instructed by Customer by checking scheduling prior to display for any errors, and carrying out regular content checks on live webcam feeds;
  • not change, amend or develop the Content in any way, unless otherwise agreed in writing by the parties
  • during normal working hours (0800 – 1800) on Business Days and on non-Business Days and outside normal working hours remove any Content as soon as possible on request by Customer in an emergency (which includes Content displayed mistakenly) or in any other situation within Customer’s reasonable timeframe notified to the Supplier.
  • Where relevant, ensure dynamic Content is scheduled in accordance with the Customer’s written instructions, provided always that:
  • the Customer acknowledges and agrees that dynamic Advertising Content is subject to longer testing periods than non-dynamic Content and the Supplier requires the receipt of the Customer’s written instructions together with all related Content no less than 5 (five) working days before the first date on which the Customer requires it to be scheduled;
  • the Supplier shall be entitled to charge the Supplier as agreed between the Supplier and Customer in writing in respect of the supply of Content Management Services for such dynamic Content;
  • the Supplier cannot guarantee save as to its own network the consistency or quality of the network or feed on which the display of the dynamic Content depends and specifically disclaims any warranty that the display of Content on the Screens will be uninterrupted or error-free; and
  • the Supplier has no control over the content of any dynamic Content, for which the Customer is (as between the parties) exclusively responsible.

Service excludes (subject to additional charges if included):

  • Copy production services
  • Dynamic campaign creation and deployment
  • Integration with programmatic and specialist buying and campaign verification platforms, including but not limited to: DAX, Vistar, Rapportal, Kinetic Verify, iDOOH Trade Desk, Mediacom Creative Portal

 

 

SUBS 3.2 Play out Tracking and Verification

 

Service includes (subject to provision of booking data from the Customer):

  • A report providing the following information per campaign and per Site
    • Start and end date of campaign
    • Total time booked and total time actually received
    • Total plays booked and total plays actually received
    • Percentage playout

 

SUBS 4. Third Party Subscription Services and Support

 

Description

The Supplier can manage and maintain all remote management and networking infrastructure associated with the operation of the digital screen estate including the acquisition of licenses, management of suppliers and service continuity.  The Supplier also provides a 24/7 support service for customers

 

SUBS 4.1 Remote Management Software

 

Service includes:

The acquisition and management of an appropriate remote management software to provide remote access to the digital screens and enable maintenance of power, network availability and PC status.

SUBS 4.2 Content Management Software Licenses

 

Service includes:

The acquisition and management of a content management license to enable player configuration and the scheduling of content on screen.  Services include license provision, hosting & server along with administrator support and software updates

SUBS 4.3 Text2Reboot Licence

 

Service includes:

The acquisition and management of a “Text To Reboot” License & related SIM, enabling remote access to the digital screens and enabling fault resolution across the comms equipment infrastructure.

 

SUBS 4.4 Data, Networks and Security

 

Service includes:

  • Connectivity and network management
    • ADSL &/or fibre
    • 4G or 5G Mobile data SIMS
    • Provision of a Routed SIM Network (RSN), eliminating the need for a public and static IP and ensuring that the network cannot be discovered outside of the Supplier’s secure VPN nor can it be accessed directly unless by a registered user on the Supplier’s network with 2 Factor Authentication.
    • Anti-virus solutions to protect on-site software including the PC
    • The management of data against agreed data limits. At a threshold of 90% data usage, the Supplier will notify the Customer and give the Customer the option to either continue or discontinue the feed.  If the Customer chooses to continue the feed, the Customer will be subject to additional costs.

 

 

 

SUBS 5. Data Intelligence and Reporting

 

SUBS 5.1 Standardised Reports

 

Service includes:

The use of data held in the Supplier’s proprietary service management platform (“UniHUB”) to periodically provide the Customer with automated reports that provide information on KPIs such as screen uptime by format and by environment.

SUBS 5.2 Bespoke Reports

The use of data held in UniHUB to provide the Customer with bespoke reports on a daily, weekly, monthly, quarterly, or yearly basis.   Reports can provide information on multiple data points, including but not limited to:

Availability data

  • By format
  • By environment

Fault data

  • By fault type
  • By resolution type
  • Asset performance ranking
  • Average resolution times

Manufacturer Data

  • Product Performance analysis

Individual Asset Data

  • Age
  • Fault history
  • Availability data
  • High profile site reports

 

SUBS 6. UniHUB

 

The Supplier has developed UniHUB; a licensable service management platform consisting of multiple modules which enable the Customer to better monitor and manage their DOOH network either online or through a customised app.

SUBS 6.1 Monitoring Tool

 

Access to the Supplier’s proprietary monitoring tool via UniHUB

The monitoring tool module includes:

  • Incident alerts
  • Automated incident creation
  • Real-time health status
  • CMS status monitoring
  • Portfolio performance reports

SUBS 6.2 Webcam App

 

 Access to the Supplier’s proprietary webcam tool via UniHUB

Where webcams have been installed on screens, the Webcam module includes:

  • Live webcam streaming with images provided every 10 minutes
  • An archive of screenshots from the past 3 weeks

SUBS 6.3 Estate Management

 

Access to the Supplier’s proprietary estate management tool via UniHUB

The estate management module includes:

  • Storage of screen asset and production information
  • Central documentation portal
  • Historical incident information
  • Access and equipment information

SUBS 6.4  Case Management

 

Access to the Supplier’s proprietary case management tool via UniHUB

The incident management module includes:

  • Real-time incident chronology
  • Automated e-mail notifications
  • Intelligent technician assignment
  • Geo-tracking of technicians and inventory
  • Fault diagnostic information
  • Preventative and corrective maintenance reports

SUBS 6.5  Inventory Management

 

Access to the Supplier’s proprietary inventory management tool via UniHUB

The inventory management module includes:

  • QR integration
  • Product repair history
  • Threshold alerts
  • Inventory location management
  • Warranty and repair management
  • Detailed inventory analysis reporting

SUBS 6.6  Brightness Management

 

Access to the Supplier’s proprietary brightness management tool via UniHUB

The brightness management module includes:

  • Automatic brightness updates based on sunrise and sunset times in accordance with the screen’s longitude/latitude coordinates
  • Setting of minimum and maximum parameters
  • Auto notifications when processor is not responding to brightness commands

SUBS 6.7  Data Analysis and Reporting

 

The data analytics module includes

  • Analysis of Screen uptime data on a daily and per screen basis
  • Incident data by month, by format, by environment, by manufacturer, by resolution method and by fault type

 

The data analytics module excludes (subject to additional charges if included)

  • The creation of bespoke reports

Additional Costs

 

The Supplier’s Services exclude the following which, if provided by the Supplier shall be subject to additional charges (“Additional Costs”):

 

  • Any issues that arise at any point between the source of the power supply and the fuse box/distribution unit or that are caused by the same. Such issues will be the responsibility and liability of the Customer.  The Supplier shall not provide services in respect of the same and shall have no liability to the Customer for any loss or damage arising out of or in connection with the same.
  • The procurement cost of any permits or road closures (eg: traffic management permits) required to access the site
  • the delivery of defective components or parts to any manufacturer outside of the UK and the collection of repaired parts from any manufacturer outside of the UK, pursuant to the Scope of Services;
  • the repair or replacement of defective components or parts (including comms equipment such as PCs, Routers or Monitoring Cameras) falling outside the terms of any applicable warranty or warranty period pursuant to these Service Specific Terms;
  • the purchase of new components or parts necessary or desirable (whether falling within or outside the terms of any applicable warranty or warranty period);
  • the renewal of any manufacturer’s warranty relating to the Screens or any components or parts thereof pursuant to the Scope of Services;
  • the procurement, testing, use and repair of any Customer’s Equipment (excluding the Screens);
  • miscellaneous repairs and maintenance, including:
    • Acts of Vandalism (e.g.) graffiti
    • Landscaping
    • Structural damage of any nature whether minor or otherwise
  • The cost of regularly inspecting Sites with the use of temporary scaffolding by a registered scaffolder
  • The cost of remediating or preventing the infestation of pests including but not exclusively rodents and birds
  • The cost of specialist access equipment or personnel over and above ladders, desk surfers, portable scaffold towers and 20m MEWPs
  • The cost of additional stock in order to maintain agreed thresholds