Business days shall mean Monday to Friday, excluding any Swedish national holidays.
Business hours shall mean between 9.00 – 17.00 CET on Business days.
Final solution means a final solution of the reported Error that restore functionality of the Platform or a Feature back to the level as before the Error occurred.
Error means any defect in material, workmanship, or design of the Platform, or any non-conformities, malfunction, or other problems in or with the Platform causing the Features not to perform, function or operate in accordance with the Specification.
Mission Critical Functions mean mission critical functionalities in the Platform, including:
Reaction time means the time frame during which repair of the Error must be initiated. Reaction time is calculated from when Customer reports an incident to Iotcomms.io until Customer receives a ticket ID and a confirmation that the Error is registered.
Temporary fix means a temporary correction to resolve a reported Error partly or completely.
Support will be initiated in accordance with the priority level of the Error and the response time specified below. Customer acknowledges, that all lead times are dependent on that Customer grants access to its systems and has competent personnel available to assist in Error tracing and Error correction.
| Priority level | Reaction time | Temporary fix | Final solution |
|---|---|---|---|
|
Emergency |
2 hours (24/7) |
4 hours (24/7) |
5 Business days |
|
High |
4 hours (24/7) |
8 hours (24/7) |
5 Business days |
|
Medium |
8 Business hours |
5 Business days |
25 Business days |
|
Low |
2 Business days |
N/A |
Per agreed roadmap |
| Priority level | Reaction time | Temporary fix | Final solution |
|---|---|---|---|
|
Emergency/High |
4 Business hours |
1 Business day |
5 Business days |
|
Medium |
8 Business hours |
5 Business days |
25 Business days |
|
Low |
2 Business days |
N/A |
Per agreed roadmap |
| Priority | Description | ||
|---|---|---|---|
|
Emergency |
An Error shall be classified as Emergency if the Platform, a Feature or a Mission Critical Function cannot be used at all and or have a considerably negative impact on the total system operation for near to all API calls or function invocations, system functionality, or system reliability for a Mission Critical Function. Examples of Emergency Error:
|
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|
High |
An Error shall be classified as High if the Platform, a Feature or the functionality of Mission Critical Function cannot be substantially used and or have a major negative impact on the total system operation, system functionality or system reliability for a widespread number of API calls or function invocations. Examples of fault classified as High:
For clarification, provisioning APIs or the Platform interface are not considered Mission Critical Functions and issues related to these are not classified as High priority. Neither are issues related to interoperability with newly deployed devices or implementations or issues impacting individual users or endpoints due to interoperability or connectivity problems classified as High priority. |
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|
Medium |
An Error shall be classified as Medium priority if parts of the Platform or a Feature cannot be substantially used or the Error causes a negative impact on parts of the total system operation, system functionality of system reliability. Examples of fault classified as Medium:
|
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|
Low |
An Error shall be classified as Low priority if certain functions of the Platform have become negatively affected but the situation can be circumvented so that the Platform can be used, however with a loss of functions and/or performance, with negligible or no business impact to Customer. |
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3.1 Customer shall report all Errors to Iotcomms.io through the contact form in the Platform or via e-mail to support@iotcomms.io.
3.2 Prior to reporting an Error Customer shall perform reasonable troubleshooting to isolate the issue to originate from the Platform. Such troubleshooting may include examining traffic logs provided in the developers’ portal.
3.3 Each Error report shall contain, at the minimum, the following information:
3.4 Iotcomms.io reserves the right to reclassify the priority level if the classification, in Iotcomms.io’s opinion, is incorrect. In case of reclassification, Iotcomms.io shall without undue delay notify Customer of the reclassification. In case Customer repeatedly reports the wrong priority level, Iotcomms.io is entitled, after providing notice to Customer, to charge additional fees for consultancy services in accordance with the Price List.
3.5 Consultancy Support regarding errors and incidents caused by Customer, or by circumstances related to Customer, such as viruses or external attacks on Customer’s software, can be provided by Iotcomms.io subject to additional fees, as specified in the Price List.
For other queries, such as product questions and feature requests Customer can contact Iotcomms.io at support@iotcomms.io.