TigerConnect Smart Room Addendum

TigerConnect Smart Room, or “Vibe Health”, is a digital patient smart room platform that enables healthcare organizations to engage with patients, family and staff across a number of endpoint devices including patient TVs, tablets, whiteboards, door signs and personal devices. Capabilities such as patient education, entertainment, meal ordering, surveys/feedback, service requests and countless other engagement workflows are possible across the Smart Room platform. The TigerConnect Smart Room platform may include the following products and features, as detailed on the applicable Order Form or SOW: ‘Engage’ interactive TV solution; the ‘Insight’ digital whiteboard; the ‘Aware’ digital door sign; the ‘Companion’ bedside tablet; ‘Banner’ digital signage; and/or the ‘HELLO’ virtual visit product.

This Smart Room Addendum is incorporated into and governed by the TigerConnect Terms of Service and applies only to Smart Room Products, Services, Professional Services, or hardware expressly identified in an applicable Order Form.

1. Scope of Support Services. TigerConnect shall provide Technical Support for the applicable Products in accordance with this Exhibit, the Agreement, and any applicable Order Form or SOW. Support Services are provided for Supported Versions only (as defined below).
2. Severity Classification.  Upon receipt of a support request, TigerConnect shall classify the issue, acting reasonably, according to the severity levels below. TigerConnect’s classification of severity shall control for purposes of response obligations.

3. Response Targets. TigerConnect shall use commercially reasonable efforts to respond to Support Service requests in accordance with the target response times below. Response times are response targets only, not guarantees of resolution, and do not constitute service credits, penalties, or liquidated damages unless expressly stated in an Order Form.

4. On-Site Support. Where TigerConnect determines, in its reasonable discretion, that an issue cannot be resolved remotely, TigerConnect may provide on-site support. Unless otherwise stated in an Order Form, Customer shall be responsible for applicable travel and expense costs.
5. Preventative / Proactive Monitoring. Where specified in an Order Form or SOW, TigerConnect may provide remote monitoring or maintenance tools to assist in monitoring availability, performance, or system health. Such monitoring is limited in scope, does not guarantee uninterrupted operation, and does not relieve Customer of responsibility for maintaining its own monitoring, security controls, backups, and disaster recovery procedures.
6. Customer infrastructure preconditions and exclusions. Customer is responsible for providing and maintaining adequate network connectivity, compatible systems, secure access for support, and current backups. Support Services do not cover issues determined by TigerConnect, acting reasonably, to be caused by Customer infrastructure, third-party systems, configuration choices, or failure to follow Documentation.
7. Hardware. Title and risk of loss. Unless otherwise stated in an Order Form, title to hardware transfers upon delivery to Customer, and risk of loss transfers upon shipment from TigerConnect or its supplier.
8. Hardware warranty (express). TigerConnect warrants that hardware supplied by TigerConnect will be free from material defects in workmanship under normal use and service for twelve (12) months from delivery. TigerConnect’s sole obligation and Customer’s exclusive remedy is repair or replacement at TigerConnect’s option.
9. Supported versions; end of life. Support Services are provided only for the current major release and the immediately preceding major release. TigerConnect may designate Products or versions as end-of-life upon reasonable prior notice, after which support may be discontinued.
10. To facilitate a productive engagement, TigerConnect will be responsible for the following during the Implementation Phase:
    1. TigerConnect will assign an Executive Sponsor who will provide executive authorization for the project, will define project vision and related goals, will serve as an escalation point as needed, will attend critical checkpoint meetings and will be the signatory authority for project deliverables;
    2. TigerConnect will assign a Project Manager who will be the primary point of contact for Customer, will coordinate all TigerConnect resources, will work with the Customer Project Manager to develop a mutually agreed upon project plan with coordinated project activities and will work with the Customer Technical Sponsor to deploy TigerConnect’s architecture into the customers’ infrastructure, security and server environment;
    3. TigerConnect will assign a Clinical Solutions Lead who will be the clinical point of contact for TigerConnect, will work with the Customer Clinical Sponsor to coordinate clinical content and workflow design sessions and contribute to the development of training plans;
    4. TigerConnect will assign an Integration Lead to develop integrations to Customer EMR and other clinical, ancillary systems as necessary for all in-scope integrations;
    5. TigerConnect will provide overall theme design services to configure the user interface to align with both Customer and TigerConnect branding standards and guidelines;
    6. TigerConnect will collaborate with the customer and configure menu design and content options based on variables of the Patient Smart Room, including but not limited to location, unit, demographic, condition, or clinical workflow.  Content includes but is not limited to patient education, surveys, feedback, service requests, entertainment, hospital information, relaxation and custom content;
    7. TigerConnect will partner with Customer to develop mutually-acceptable whiteboard and door sign user interface and clinical data element mapping designs;
    8. TigerConnect will provide a train-the-trainer training program for end-users, application administrators and technical support roles consisting of up to three (3) consecutive days of onsite train-the-trainer end-user training with up to three (3) classes a day for up to ten (10) resources per class. Digital Training materials can be provided and incorporated into the customer’s learning management system; and
    9. TigerConnect will continue to support and assist Customer to identify technical and clinical solution optimization opportunities based on mutually agreed upon performance or outcome objectives.
11. To facilitate a productive engagement, Customer will be responsible for the following during the Implementation Phase:
    1. Customer will assign an Executive Sponsor who will provide executive authorization for the project, will define project vision and related goals, will serve as an escalation point as needed, will attend critical checkpoint meetings and will be the signatory authority for project deliverables;
    2. Customer will assign a Project Manager who will be the primary point of contact for Customer, will coordinate all customer resources, and will work with the TigerConnect Project Manager to coordinate project activities;
    3. Customer will assign a Clinical Sponsor who will be the clinical point of contact for Customer, will work with the TigerConnect Clinical Solutions Lead to coordinate clinical workflow design sessions and contribute to the development of training plans;
    4. Customer will assign a Technical Sponsor who will be the technical point of contact for Customer, will work with the TigerConnect Project Manager to deploy TigerConnect’s architecture into the customers’ infrastructure, security and server environment;
    5. Customer will assign an Integration Lead to assist TigerConnect with facilitating access to Customer EMR and other clinical, ancillary systems as necessary for all in-scope integrations;
    6. Customer shall provide the space required to house the system equipment and provide all electrical power, networking, cross-room cabling, facilities and services not otherwise described in this Agreement necessary for the operation and maintenance of the TigerConnect system. In addition, Customer will be responsible for providing and maintaining an Internet connection to the TigerConnect computer systems, which will communicate with TigerConnect’s data communications center for the purpose of remote diagnostics;
    7. Customer shall provide Cat 5/5e/6 data drops terminated at each in-scope TV/display location;
    8. Customer shall provide a standard 110V outlet terminated at each TV/display location;
    9. Active Directory requirements:
       1. Hospital to provide SSL certificates for TigerConnect web server resources.
       2. Hospital to provide Secure LDAP for staff login access to TigerConnect management.
    10. Customer shall provide in-room nurse call wiring run between the nurse call patient station and the TV location. This cabling will be terminated at each TV/display location, if in scope;
    11. Customer shall configure network ports at each Engage TV and Banner display location tied back to the designated VLAN upon which TigerConnect virtual machines and clients will reside, if in scope;
    12. Customer shall configure PoE+ network ports at each Aware door sign location tied back to the designated VLAN upon which TigerConnect virtual machines and clients will reside, if in scope;
    13. Customer shall configure a production wireless network for Aware door sign and Companion tablet locations, which will be segregated from Guest WiFi type solutions, and tied back to the designated VLAN upon which TigerConnect virtual machines and clients will reside, if in-scope;
    14. Customer shall provide all TV signal content/programming, if in-scope.
    15. Customer shall not distribute software to any third party or reproduce or use the software beyond the scope of this Agreement;
    16. Customer shall not permit any third-party company or individuals to connect equipment to in-room interactive devices and/or use the TigerConnect head end system for any purpose without the prior written consent of TigerConnect, which shall not be unreasonably withheld;
    17. Customer grants TigerConnect the right to access its loading docks and other shipping and handling areas in conjunction with the services provided herein. Customer will provide a secure temporary storeroom for TigerConnect equipment during the installation period;
    18. Customer will be responsible for developing, implementing and maintaining the firewall for the TigerConnect system;
    19. Customer will provide secure and mutually-acceptable remote access to TigerConnect for ongoing maintenance and support of the system. TigerConnect’s preferred connection method is an outbound connection to SecureLink. TigerConnect’s secondary method of remote access is a site-to-site VPN connection. This will be provisioned and made accessible within ten (10) business days of the Effective Date;
    20. TigerConnect will provide the customer with templates and guidance resulting in two (2) VM server instances for the deployment of application virtual servers at a central data center which is accessible by all in-scope facilities, one each for PROD and TEST. An additional one (1) VM server instance will be deployed for media streaming. This will be provisioned and made accessible within 10 business days of SOW execution;
    21. Customer will be responsible for all professional services related to the physical deployment, installation and/or mounting of in-room equipment which includes the removal and disposal of existing TVs, TV mounts, pillow speakers, tablets and jumper cables from existing in-scope locations; as well as the unboxing and installation of new TVs, TV mounts, pillow speakers and/or remote controls, tablets and jumper cables in patient rooms to support the project, if in-scope;
    22. Customer will be responsible for the unboxing, provisioning, configuration and deployment of patient tablets and mounting solutions in patient rooms to support the project, if in-scope;
    23. Customer will be responsible for procuring licensing for and managing all aspects of the mobile device management (MDM) solution for the patient companion tablets, if in-scope;
    24. Customer will partner with TigerConnect to develop a mutually acceptable project plan and deployment timeline;
    25. Customer will partner with TigerConnect to develop mutually acceptable whiteboard and door sign user interface and clinical data element mapping designs, if in-scope;
    26. Customer will be responsible for all language translation services to support the desired on-screen languages for patients, if in scope. Configuration of the translated content is included in the standard Implementation Services by TigerConnect, but Customer must provide the translated content; and
    27. Customer will validate that all patient TV, whiteboard displays, tablets, pillow speakers, and tablet enclosure model numbers are approved by TigerConnect prior to procurement.