Service Level Agreement
If not expressly defined in this Service Level Agreement ("SLA"), capitalized terms used herein shall have the meaning ascribed thereto in the applicable Master Robot-as-a-Service agreement to which this SLA is attached ("Agreement").
1. General
Bellboy Robotics (the "Company") will make best efforts that support personnel will be available to answer questions and otherwise assist in troubleshooting problems that may occur in the day-to-day running of the Cleaning Inspection Robot and the associated Robot Management Platform (together – the "Robot" and the "Platform", respectively, and together - the "Service").
2. Support Services and Channels
Company's channels shall be available during regular working business hours 8:00-19:00 CET. Company's support can be contacted in English by telephone support and reached at +1 (269) 520-2267 or be contacted by email at billie@bellboy-robotics.com.
3. Platform Incidents Response Time
The Company will render support in response to all communications within the response time set forth below, based on the priority level of the incident according to the terms and response time listed below, either directly or through Company's representatives.
Critical severity applies when the Platform is inaccessible or not functioning, with significant impact threatening productivity of the Service. The response time to initial handling for Critical incidents is 1-4 hours.
High severity applies when the incident impact is high and the Platform is accessible but in an impaired fashion. The response time to initial handling for High incidents is 4-12 hours.
Medium severity applies when the incident does not have significant current impact. The response time to initial handling for Medium incidents is 12-24 hours.
Low severity applies when the incident regards a question to the usage of the Service or is otherwise of an informative nature. The response time to initial handling for Low incidents is 2 business days.
"Response Time" means the duration between the receipt of a support request by Customer and the initial response by Company to the Customer for clarification of the incident.
The Company will make commercially reasonable efforts to meet the Response Time targets set forth above, and commercially reasonable efforts to provide a resolution of the underlying cause of the incident or any other development or implementation which enables Customer to use the Service at full capacity, as soon as practicable.
If the Company determines, based on its reasonable discretion, that the source of any Platform incident is an issue reported by the Customer related to the Robot's hardware components (including sensor malfunctions, battery failures, or mechanical defects), it will be handled under the Robot Hardware Incident Response times set forth in Section 4.
4. Robot Hardware Incidents Response Times
The Company shall provide hardware support services for the Robot and other equipment provided by the Company, including troubleshooting, repair, and replacement of defective components. The Company will render support in response to all communications within the response time set forth below, based on the priority level of the incident according to the terms and response time listed below, either directly or through Company's representatives.
Critical severity applies when a Cleaning Inspection Robot has stopped working, or a connection was lost between the Cleaning Inspection Robot and the Platform. The response time to initial handling for Critical incidents is 1-4 hours, with on-site support where required per Company's discretion.
High severity applies when a Cleaning Inspection Robot is experiencing a major performance issue, such as failing to complete tasks correctly or experiencing frequent disconnections, but it remains operational. The response time to initial handling for High incidents is 4-12 hours, with on-site support where required per Company's discretion.
Medium severity applies when a Cleaning Inspection Robot is operational but has minor malfunctions, such as inaccurate detections, delays in reporting, or reduced efficiency by 30%. The response time to initial handling for Medium incidents is 12-24 hours, with remote support.
Low severity applies to non-critical software bugs, UI issues, or minor sensor misreads that do not impact the robot's core functions. The response time to initial handling for Low incidents is 3 business days, with remote support.
Customer's cooperation: The Customer should report the issue via email and ensure that the Cleaning Inspection Robot remains connected to WiFi to facilitate remote diagnostics and troubleshooting.
The Company will make commercially reasonable efforts to meet the Response Time targets set forth above, and commercially reasonable efforts to provide a resolution of the underlying cause of the incident or any other development or implementation which enables Customer to use the Service at full capacity, as soon as practicable.
The following are not covered under hardware support:
(a) Damage caused by misuse, improper handling, unauthorized modifications or otherwise mishandling the Robot.
(b) Issues arising from environmental conditions outside of the operational requirements.
(c) Failures due to Customer's infrastructure, such as network failures or power outages.
5. Scheduled Hardware and Other Equipment Maintenance
The Company will perform planned and standard maintenance to the Robot and other equipment in accordance with the maintenance schedule delivered to the Customer. The specific dates for performance of maintenance will be notified to the Customer at least three (3) days in advance.
6. Platform Uptime – Availability Service Level
The Platform shall be available no less than 97% of the time twenty-four (24) hours per day, seven (7) days per week, including holidays, measured on a monthly basis (the "Availability Commitment").
"Platform Unavailability" is defined as the number of minutes in a given month in which the Platform was not available to the Customer, excluding the exclusions set forth in this Section, as measured by Company's monitoring systems.
Exclusions to Platform Unavailability:
(a) Force Majeure, where the Platform was unavailable due to an incident which was not within the control of the Company, including unavailability caused by acts of God, acts of government, insurrection, war, riot, explosion, nuclear incident, fire, flood, earthquake, pandemic, unavailability of telecommunications and internet service due to general unavailability of telecommunication or internet service provider's systems, or other catastrophic event beyond the reasonable control of the Company.
(b) The Platform was unavailable due to planned maintenance, provided that the Company provides the Customer at least three (3) days' advance notice (via email) that the Platform shall be unavailable due to maintenance and/or upgrading.
(c) The Platform was unavailable due to one of the following: (a) resulted from Customer's software, network or hardware or third party network, software or hardware, or both; (b) resulted from abuses or other behaviors that violate the Agreement; (c) caused by Distributed Denial of Service (DDoS) attacks and/or other unlawful activity; or (d) resulted from any actions or inactions of the user (e.g. misconfiguration, not installing patches or bugfixes).
7. Changes to this SLA
The Company may modify this SLA, provided the level of service will not materially decrease during the Customer's subscription term.
Service Level Agreement
If not expressly defined in this Service Level Agreement ("SLA"), capitalized terms used herein shall have the meaning ascribed thereto in the applicable Master Robot-as-a-Service agreement to which this SLA is attached ("Agreement").
1. General
Bellboy Robotics (the "Company") will make best efforts that support personnel will be available to answer questions and otherwise assist in troubleshooting problems that may occur in the day-to-day running of the Cleaning Inspection Robot and the associated Robot Management Platform (together – the "Robot" and the "Platform", respectively, and together - the "Service").
2. Support Services and Channels
Company's channels shall be available during regular working business hours 8:00-19:00 CET. Company's support can be contacted in English by telephone support and reached at +1 (269) 520-2267 or be contacted by email at billie@bellboy-robotics.com.
3. Platform Incidents Response Time
The Company will render support in response to all communications within the response time set forth below, based on the priority level of the incident according to the terms and response time listed below, either directly or through Company's representatives.
Critical severity applies when the Platform is inaccessible or not functioning, with significant impact threatening productivity of the Service. The response time to initial handling for Critical incidents is 1-4 hours.
High severity applies when the incident impact is high and the Platform is accessible but in an impaired fashion. The response time to initial handling for High incidents is 4-12 hours.
Medium severity applies when the incident does not have significant current impact. The response time to initial handling for Medium incidents is 12-24 hours.
Low severity applies when the incident regards a question to the usage of the Service or is otherwise of an informative nature. The response time to initial handling for Low incidents is 2 business days.
"Response Time" means the duration between the receipt of a support request by Customer and the initial response by Company to the Customer for clarification of the incident.
The Company will make commercially reasonable efforts to meet the Response Time targets set forth above, and commercially reasonable efforts to provide a resolution of the underlying cause of the incident or any other development or implementation which enables Customer to use the Service at full capacity, as soon as practicable.
If the Company determines, based on its reasonable discretion, that the source of any Platform incident is an issue reported by the Customer related to the Robot's hardware components (including sensor malfunctions, battery failures, or mechanical defects), it will be handled under the Robot Hardware Incident Response times set forth in Section 4.
4. Robot Hardware Incidents Response Times
The Company shall provide hardware support services for the Robot and other equipment provided by the Company, including troubleshooting, repair, and replacement of defective components. The Company will render support in response to all communications within the response time set forth below, based on the priority level of the incident according to the terms and response time listed below, either directly or through Company's representatives.
Critical severity applies when a Cleaning Inspection Robot has stopped working, or a connection was lost between the Cleaning Inspection Robot and the Platform. The response time to initial handling for Critical incidents is 1-4 hours, with on-site support where required per Company's discretion.
High severity applies when a Cleaning Inspection Robot is experiencing a major performance issue, such as failing to complete tasks correctly or experiencing frequent disconnections, but it remains operational. The response time to initial handling for High incidents is 4-12 hours, with on-site support where required per Company's discretion.
Medium severity applies when a Cleaning Inspection Robot is operational but has minor malfunctions, such as inaccurate detections, delays in reporting, or reduced efficiency by 30%. The response time to initial handling for Medium incidents is 12-24 hours, with remote support.
Low severity applies to non-critical software bugs, UI issues, or minor sensor misreads that do not impact the robot's core functions. The response time to initial handling for Low incidents is 3 business days, with remote support.
Customer's cooperation: The Customer should report the issue via email and ensure that the Cleaning Inspection Robot remains connected to WiFi to facilitate remote diagnostics and troubleshooting.
The Company will make commercially reasonable efforts to meet the Response Time targets set forth above, and commercially reasonable efforts to provide a resolution of the underlying cause of the incident or any other development or implementation which enables Customer to use the Service at full capacity, as soon as practicable.
The following are not covered under hardware support:
(a) Damage caused by misuse, improper handling, unauthorized modifications or otherwise mishandling the Robot.
(b) Issues arising from environmental conditions outside of the operational requirements.
(c) Failures due to Customer's infrastructure, such as network failures or power outages.
5. Scheduled Hardware and Other Equipment Maintenance
The Company will perform planned and standard maintenance to the Robot and other equipment in accordance with the maintenance schedule delivered to the Customer. The specific dates for performance of maintenance will be notified to the Customer at least three (3) days in advance.
6. Platform Uptime – Availability Service Level
The Platform shall be available no less than 97% of the time twenty-four (24) hours per day, seven (7) days per week, including holidays, measured on a monthly basis (the "Availability Commitment").
"Platform Unavailability" is defined as the number of minutes in a given month in which the Platform was not available to the Customer, excluding the exclusions set forth in this Section, as measured by Company's monitoring systems.
Exclusions to Platform Unavailability:
(a) Force Majeure, where the Platform was unavailable due to an incident which was not within the control of the Company, including unavailability caused by acts of God, acts of government, insurrection, war, riot, explosion, nuclear incident, fire, flood, earthquake, pandemic, unavailability of telecommunications and internet service due to general unavailability of telecommunication or internet service provider's systems, or other catastrophic event beyond the reasonable control of the Company.
(b) The Platform was unavailable due to planned maintenance, provided that the Company provides the Customer at least three (3) days' advance notice (via email) that the Platform shall be unavailable due to maintenance and/or upgrading.
(c) The Platform was unavailable due to one of the following: (a) resulted from Customer's software, network or hardware or third party network, software or hardware, or both; (b) resulted from abuses or other behaviors that violate the Agreement; (c) caused by Distributed Denial of Service (DDoS) attacks and/or other unlawful activity; or (d) resulted from any actions or inactions of the user (e.g. misconfiguration, not installing patches or bugfixes).
7. Changes to this SLA
The Company may modify this SLA, provided the level of service will not materially decrease during the Customer's subscription term.