Service & Security Level Agreement

 

This agreement outlines the agreement for all customers, unless superseded by a custom agreement.

In this agreement, we at Dramatify set and manage honest expectations of what you can expect from our service. Of course, everyone wants any service they use to work flawlessly 24/7, 365 days a year. Unfortunately, that is unrealistic, but we try to get as close to perfection as possible! 

Our promise

Dramatify pledges to run a professional service focusing on smooth operations, best practice security and workflows that delight our customers and their production teams.

What to expect

Uptime: 99,5%
This number considers unexpected problems, short-term scheduled maintenance, and new releases that sometimes may delay load times by up to 10 seconds.

Standard response time: 200 milliseconds to 1 second
The time Dramatify may take to respond to a regular operation like clicking a save button or filtering a list.

User experience: 100%
When using Dramatify, you shouldn’t encounter odd responses, dead or faulty links or popups hidden from view.

When there is a problem

When there is a problem, Dramatify will analyse and prioritise the response and follow up according to our impact and urgency scores. If we fail badly, we outline the credits you can receive below.

Impact

1 – Extensive

  1. The problem or threat results, or may result in, severe interruptions to a customer’s production system and has affected, or could affect, the entire user community.
  2. The problem or threat may compromise data integrity.

2 – Significant

  1. The problem or threat results in severe interruptions to normal operations or that critical tasks cannot be performed, but the error does not impair essential functions.
  2. Work can continue in a restricted manner.
  3. Data integrity may be at risk.

3 – Moderate

  1. The problem or threat causes or may cause interruptions in everyday operations.
  2. It does not prevent the operation of the platform and its services.
  3. The error is attributed to malfunctioning or incorrect behaviour of the software.
  4. Data integrity is not at risk.

4 – Minor

  1. Bugs that with limited scope or a small function of a feature.
  2. One or few users impacted.

Urgency

1 – Critical
It affects the entire service, resulting in the inability to perform/provide the functions of the service. No workaround is available.

2 – High
It affects a user’s ability to perform a function critical to their role and standard business operations.

3 – Medium
It moderately affects a user’s ability to perform functions as a part of their role.

4 – Low
It does not impede a user’s ability to perform a function, or a workaround is available.

Priority evaluation

Impact/Urgency 1 – Critical 2 – High 3 – Medium 4 – Low
1 – Extensive Priority 1 Priority 2 Priority 2 Priority 3
2 – Significant Priority 2 Priority 2 Priority 3 Priority 4
3 – Moderate Priority 2 Priority 3 Priority 4 Priority 4
4 – Minor Priority 3 Priority 4 Priority 4 Priority 4

 

Response times based on Priority

Priority 1 Response  15 min  24×7
  Resolution 4 hours  24×7
Priority 2 Response 1 hour 8 – 17 CET, Weekdays excluding Holidays
  Resolution 9 hours 8 – 17 CET, Weekdays excluding Holidays
Priority 3 Response 4 hours 8 – 17 CET, Weekdays excluding Holidays
  Resolution 18 hours 8 – 17 CET, Weekdays excluding Holidays
Priority 4 Response 9 hours 8 – 17 CET, Weekdays excluding Holidays
  Resolution 45 hours 8 – 17 CET, Weekdays excluding Holidays

 

The Response stops when a ticket moves to the Resolution phase.
The Resolution stops when a ticket is closed and is paused when it waits for a customer, third-party service provider or is Resolved.

Business Hours

Business hours are 8:00-17:00 CET Monday-Friday, excluding European bank holidays.

 

What’s not included

    1. Scheduled and announced downtime due to maintenance or updates.
    2. Dramatify uses some carefully selected third-party services to handle subscriptions and payments, VAT checks, maps, weather, sunrise and sunset information, file storage, entertainment shot information etc.
      Dramatify can not be held responsible or liable if these third-party services experience outages, downtimes or malfunctions. We will, however, be the first line of support and try to resolve the issues as soon as possible. The last resort is to replace the malfunctioning third-party service.
    3. If any failure occurs because of any willful action taken by the Customer
    4. If any failure occurs due to slow response times caused by outdated devices or browsers, client-side slow or malfunctioning user internet connections, throttled connections, firewalls, VPN routing speeds and similar client-side problems.

Dramatify’s responsibility

    1. Dramatify is the primary support provider, but we sometimes rely on third-party service providers and may have to wait on their service and support staff.
    2. Dramatify informs customers in our in-app updates on the Dashboard regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions, or as otherwise necessary.
    3. Dramatify pledges to conduct business in a friendly and professional manner.

The Customer’s & User’s responsibility

    1. The Customer and their users should try to see if the problem encountered is a user error or connection error before contacting Dramatify.
    2. When contacting Dramatify, the Customer must give all the essential information and assistance related to service performance that allows Dramatify to meet the standards defined in this agreement.
    3. The Customer will attempt to resolve problems during the first contact for an issue.
    4. The Customer will be friendly and professional in contact with Dramatify and its staff.

Credits

Dramatify will credit the Customer for Priority 1 and 2 issues with 200% credits based on

  • the minutes passed from response initiation to resolution
  • the monthly subscription plan fee divided per minute

Credits can be claimed by contacting support@dramatify.com

Force majeure

This agreement is void in case of force majeure, such as war, extreme weather events or labour stoppages.

Updates

Dramatify retains the right to change, update, or modify this SLA at any time. Such updates will be available on this page.

 

Latest update: 2023-01-13

 

WORKFLOWS

Drama

From screenplay import to semi-automatic call sheets and DPRs!

Entertainment

Enjoy our innovative rundown suite with tons of smart integrations.

Sports

Game on! Cover sports in the field with a premier mobile solution!

Talk Shows & Current Affairs

Easily collaborate from wherever your cast and crew are!

Factuals & Documentaries

3 different script formats, made for remote co-productions!

Social media, commercials & corporate video

Image-based scripts to easily express your vision!

Key features

Production dashboard

Everything at a glance across productions!

Budgeting

Smart, integrated easy-to-use budgeting for any kind of production!

Automatic production updates

Automatic updates when critical details change, with the option of manual comments!

Cast & Crew Management

From interactive team lists to integrations with scheduling!

Rundowns for multi-camera

Integrated with cue cards, CuePilot, teleprompters and all our features!

Drama screenplays

Import/synch with Final Draft/.fdx, automatic script sides and automatic watermarking!

Image-based AV scripts

The perfect format for commercials, social media and storyboards!

Story shelf

Plan, store & bounce scenes - super useful from drama to big sports events!

Script breakdown

Smart script breakdown, including optional partial access for creative departments.

Shooting scheduling

Powerful scheduling integrated with cast DooD and all other scheduling features.

Crew Scheduling

Easy to use crew scheduling integrated with call sheets.

Cast scheduling

Smart integration with Daily Cast Schedule, DooD, stylists' scheduling & call sheets!

Semi-automatic call sheets

Integrated call sheets that writes themselves as details are added elsewhere. For print and mobile!

Catering lists - automagically!

Automatic catering lists per shooting day - including special diets & allergies!

Set design & Scenography

From auto set lists, images and breakdown to 3D files and set details!

Locations

With images, maps & automatic weather reports and much more!

Character management

Auto-lists with automatic statistics, booking sheets, stripboards and more!

Wardrobe

Inspo images, measurements, breakdown, wardrobe lists and more!

Makeup & Hair

Integrated makeup & hair functionality with looks, cleanface, makeup charts and more!

WHY DRAMATIFY?

Overview

A production tool for all your company's productions.

Saving time & money

How Dramatify minimise risk and saves your production time and money every day.

For Producers & Production Managers

Plan and track productions, the content, cast & crew.

For creatives

Smart, integrated tools for the creative crew, from ADs to wardrobe designers, set designers and makeup artists.

For crew

Find tools and information according to your role and access level in the production.

For cast members

How to use Dramatify for cast members, including actors, anchors and hosts.

WORKFLOWS

Drama

From screenplay import to semi-automatic call sheets - Dramatify helps you run a tight production.

Entertainment

Enjoy Dramatify's innovative rundown suite with a plethora of smart integrations.

Sports

Integrated features for both large event planning, and scripted and semi-scripted shows.

Talk Shows & Current Affairs

Plan, write and produce talk shows & current affairs shows.

Factuals & Documentaries

With 3 different script formats, start with the one fitting your project's particular needs.

Social media, commercials & corporate video

Use the same tools as the industry professionals for your productions.

Broadcasting & live streaming

Productions powered by Dramatify reaches millions of viewers a week. Join our growing list of broadcasters!

Graphic audio

From script breakdown to recording scheduling and cast and crew booking, we handle enhanced audio productions.

PLANS

Free plan

3 active users for basic drama & documentary pre-production.

Bronze plan

Starter plan for small productions & production companies

Silver plan

for up to 25 active users + unlimited productions, cast & crew.

Gold plan

MOST POPULAR with up to 50 active users + unlimited productions, cast & crew.

Platinum plan

for companies & broadcasters with up to 100 active users + unlimited productions, cast & crew.

Enterprise

Contact us for a custom deal that suits your needs!

Education

Free plans for professional industry schools & educations!

Resources

Quick Start Guide

Quickly get started with your production!

Add & manage team members

Add crew and cast members, set permissions & allow access.

Add episodes & work with series

The episode functionality is super useful - even for features!

Working with rundowns

How to create rundowns for multi-camera live & studio productions.

How to work with screenplays

How to import/synch with Final Draft/.fdx, write natively and work with updates.

Working with image-based AV scripts

How to make the most out of the AV scripts.

Working with script breakdown

How to breakdown your script regardless of script format.

Working with scene items

From props to vehicles - here is how to work with scene items!

How to schedule your production

Powerful scheduling integrated with call sheets and other features.

How to schedule crew

How to work with crew scheduling, integrated with call sheets, time sheets and DPR.

Working with cast scheduling

Smart integration with scene scheduling, Daily Cast Schedule, DooD, stylists' scheduling & call sheets and more!

Creating call sheets

Call sheets almost write themselves - for mobile and print!

Working with sets & scenography

Breakdown, link to locations, share images, 3D files, add props, scene items and continuity.

Adding & working with locations

With images, releases, maps & automatic weather reports and much more!

Working with cast, characters, wardrobe, makeup & hair

A walk-through of character lists & pages, scheduling, details, linking to cast and more.

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