Service Level Agreement

Service Level Agreement

The Service Level Agreement describes the services and LORIOT Support Plan that the Company provides within the framework of the services provided by Company to Client.

The content of this document applies to both partners as bindingly agreed, with the common goal of being able to serve the end Clients or companies efficiently, economically and effectively with the appropriate quality and to clarify the responsibility between the contracting parties.

1. Definitions

— "Affiliate" — of a Party means any juridical person that is (a) directly or indirectly owns or controls the Party, or (b) under the same ownership or direct or indirect control of the Party, or (c) owned directly or indirectly or controlled from the Party, as long as such property or control lasts.

— "Agreement" — means the agreement between the Company and the Client, consisting of these General Conditions and any other clause applicable to the Cloud Services.

— "SLA" — means the Service Level Agreement for the Cloud Services.

— "Cloud Service(s)" — means cloud-based SaaS (software as a service) network server services provided by the Company to Client, as outlined in the Agreement.

— "Company" — means the company LORIOT AG a Swiss company with registered office at Zürcherstrassee 68, 8800 Thalwil, Switzerland.

— "Client" — means the individual or organisation that Company provides services.

— "General Terms" — means the General Terms and Conditions.

— "Intellectual Property Rights" — means all patents, utility models, design rights, copyrights (including the right to modify, modify, develop and assign), trademarks, trade names, inventions, trade secrets, domain names, know-how and any other industrial or intellectual property right (including related applications).

— "Party" — and "Parties" mean jointly and separately the Company and the Client.

— "Fee(s)" — means the compensation paid by the Client for the license to use the Cloud Services.

— "Web Site" — means the Company's website at https://loriot.io/

2. General information for the services

2.1 This cooperation takes place in the common processes, the services, the logistics and the required exchange of information. All services to be provided and the products used are subject to the agreements described here.

3. Place of the service provided

3.1 The software support and software maintenance services are provided by remote support. Should an onsite service be required except in exceptional cases (eg. training) this will be agreed separately.

4. Service Level Agreement for the Cloud Services

4.1 Ensures the operation and maintenance of the Client Network Management System using the following metrics:


Metric

Guaranteed availability per month

CRITICAL

Computation of the LoRaWAN® or mioty® data and forwarding to the Application Outputs:
If more than 25% of the valid LoRaWAN® or mioty® packets received by the NETWORK MANAGEMENT SYSTEM do not arrive at the consuming Application.

99.9%

(≤ 44 minutes downtime)

MAJOR

Availability of the LORIOT backend APIs:
if the backend API is unavailable or if returns "error codes" that impact the operation or break expected functionality.

Availability of the LORIOT UI: if the dashboard is unreachable or if it returns "error codes" that impact operations or standard functionality of the dashboard.

Availability of the NETWORK MANAGEMENT SYSTEM for LORAWAN® Gateways or mioty® BASE STATION connections: If a gateway/base station with a functioning packet forwarder cannot connect to the NETWORK MANAGEMENT SYSTEM due to the server being offline or not reachable. Gateway/base station logs will be provided as evidence for a functioning packet forwarder.

Partial SOFTWARE outage:

if valid LoRaWAN® or mioty® packets between 10-25% are not received by the NETWORK MANAGEMENT SYSTEM and/or do not arrive at the consuming Application.

Latency of the downlink messages to the device: SOFTWARE causes downlink messages roundtrip to be over 2 seconds despite low latency network connections and normal VM operation parameters.
Service interruptions to some, but not all, LORIOT SOFTWARE (Examples: Modules not functional for some users but functional for others, API not available).

99.9%

(≤ 44 minutes downtime)

MINOR

In production applications, important tasks cannot be performed, but the error does not impair essential operations:
Example: ≤ 5% of data is not sent through to the application server, but the majority of data is still being sent through, 1 gateway deamon software is not functioning correctly, but other gateways/deamon software within 1 organisation work fine. The system is up and running, but the problem causes a non-negligible impact:
A workaround exists, but it is only temporary (For example: Data traffic reports don’t show data all the time although data is coming in).

Minor infractions including documentation or cosmetic errors not impacting production:
Examples: Branding, feature guide, renaming of computers, etc.

Best Effort

LORIOT TECHNICIAN SUPPORT

Other items not classified as bugs/faults of category CRITICAL, MAJOR, or MINOR, including but not limited to product feature requests, how-to questions and service requests:
Example: CLIENT has general questions about LoRaWAN or best practices. The CLIENT cannot solve an issue and would like a LORIOT expert from a wide range of technical fields to assist.

Response time defined in section 8. Services of Company

Table 1: Definition of the metrics

These metrics are used to ensure the measurability of the successful compliance with LORIOT's Service Level Agreement. The availability of each measurement is considered individually and is accumulated over 30 days.

LORIOT is actively monitoring the NETWORK MANAGEMENT SYSTEM availability, packet processing and processing latency, GATEWAY/BASE STATION to NETWORK MANAGEMENT SYSTEM connection availability, live packet volume, and application output forwarding availability. If alerted to a fault, LORIOT will begin analysis, diagnostics and make all efforts to resolve any faults within the defined guaranteed availability per month.

It is advised that CLIENT monitors LORAWAN® packets arriving at the consuming application and informs LORIOT via a support ticket if packets received drop below the expected volume.

5. Exceptions

5.1 The Company reserves the right to schedule Cloud Services updates and upgrades at its convenience. The Client shall be notified in writing with a minimum of seven (7) days notice of the scheduled update time and date.

6. Hosting

6.1 If it is proved that the Cloud Service outage is caused by an issue with the underlying subcontracted hosting provider, the SLA between the Company and Client is not breached.

7. Penalties on breach of guaranteed availability

7.1 The following table describes the reduction of the service fee in the month after the availability could not be met in the month of occurrence to a percentage dependent on the downtime.

Should the Company be unable to meet the guaranteed SLA availability(99.9%), the following penalties will apply:


Outage

Refund of the Connectivity Plan Subscription Fee

After 44min to 8h

15%

After 8h to 24h

25%

After 24h to 72h

35%

After 72h

50%

Table 2: Downtime and refund of the Subscription fee

8. Services of Company

8.1 This section describes the scope of LORIOT SUPPORT SERVICES in detail.

Service Desk

Service

Service Desk

Business hours

Monday - Friday

08:00 - 18:00*

Table 3.
Service desk business hours.

*Applies to working days in Switzerland.

8.2 Scope of Service.

LORIOT provides multiple methods of reporting and escalating incidents for CLIENT. Faults and requirements are accepted by LORIOT, classified, and forwarded to its technicians for processing.

CLIENT may report faults and service requests by the ticketing system provided by LORIOT or direct email depending on the CLIENT’S LORIOT Support Plan.

8.3 Support Service Included in the LORIOT Support Plans:

LORIOT SUPPORT PLAN

BASIC

STANDARD

PROFESSIONAL
Service Level Guarantee - Tickets (per month)
Critical Unlimited Unlimited Unlimited
Major Unlimited Unlimited Unlimited
Minor 1 ticket 1 ticket 3 tickets

Direct Contact Person(s)
Account Manager
Technical Account Manager
Technical Account Manager Sync Meetings (Online) Quarterly
Escalation Management (Support Tickets)

LORIOT Technician Support (per month)
Technician Support Tickets 1 ticket 2 tickets
First Response Time (During Business Hours) Best effort < 12 hours
Technician Support Session (Online) 1 session
Gateway Remote Access Support (Requires SSH access)
Screen Sharing Session
Support Web Portal

Documentation Hub

docs.loriot.io

Support Portal Access

Approved Client Users 1 3 5


Table 3: Support Service included in the LORIOT Support Plans

Service

Service Desk

Business hours

Monday - Friday

08:00 - 18:00*

Table 3.
Service desk business hours.

*Applies to working days in Switzerland.

8.4 Service desk response time

The service desk will respond to new support tickets within the defined time frame of the LORIOT Support Plan defined in the table above, during the defined business hours. LORIOT Technician support tickets response time is determined by the CLIENT LORIOT SUPPORT PLAN.

8.5 Ticket resolution time

Tickets will be prioritized and aimed to be resolved by the technical support team within the Service Level Availability for CRITICAL and MAJOR issues and with best effort for MINOR.

8.6 Acceptance and classification of support tickets

For each message, a unique reference number is assigned from the ticket system of LORIOT and the message from CLIENT is confirmed by e-mail.

8.7 E-mail notification of status changes

If CLIENT reports incidents or requests, LORIOT will notify the reporting person by e-mail about ticket status changes through the LORIOT ticket system.

8.8 Software Hotfixes and Updates

LORIOT fixes bugs in the software at the expense of LORIOT and takes over the update of the systems.

9. Loriot Additional Services

9.1 Software Support business hours:

Service

Software Support Service

Business hours

Monday - Friday

08:00 - 18:00*

Out of Business hours

Monday - Friday

18:00 - 08:00

Table 4.
Software support business hours.

*Applies to work days in Switzerland.

9.2 Scope of Service. LORIOT additional support is for questions and issues not related to Service Level Agreement metrics as described in Section 5 (Table 1: definition of the metrics) - for example, device, gateways, education, API integration and LORAWAN® specification-related questions.

9.3 Request Additional Services. If you would like to leverage additional support during or outside of business hours please contact our team at sales@loriot.io for assistance.

10. Software Maintenance

10.1 Software Maintenance business hours:

Service

Software Maintenance

Business hours

Monday - Friday

08:00 - 18:00*

Table 5.
Software Maintenance business hours.

*Applies to work days in Switzerland.

10.2 Scope of Service. With software maintenance, Client is entitled to new (up-to-date) software versions for the contractual software products and can bring the request for new functions to the Company.

10.3 Software maintenance. Maintenance services are provided by the Company for the last three product versions and are guaranteed for the latest version of the product for a period of 3 years.

10.4 Categories of software maintenance:

1. Release updates / upgrades due to new features implemented by the Company

2. Release updates / upgrades due to changes in the LoRaWAN standard

A release of updates / upgrades can also be a combination of categories.

10.5 Software Updates. The Company creates software updates for the current software version. This is at the discretion of the Company, but typically is at least twice per calendar year. The software packages are distributed and installed by the Company to the Cloud Services of the Client. The time of distribution is defined solely by the Company with a minimum of seven (7) days notice for the Client.
The bugs fixed with the software package, the requirements met, and any dependencies on other products are provided in the Company update documentation.

10.6 Software Upgrades

Client will receive corresponding documentation for each newly available upgrade.

The Company creates software upgrades for the current software version. This is at the discretion of the Company, but typically at least once a calendar year.

The upgrade packages are distributed by the Company to the Cloud Services of the Client. The time of distribution is defined solely by the Company with a minimum of seven (7) days notice for the Client.

The upgrade package includes all previous functions as well as standard product enhancements by the Company according to the roadmap as well as the further development of the LoRaWAN standard according to the LoRa Alliance specification.