Service Level Agreement

SERVICE LEVEL AGREEMENT FOR THE CANARY CARE SERVICE & CUSTOMER SUPPORT

Service Level Agreement - The Canary Care Service

This Agreement outlines the service levels/performance targets relating to the provision of the Canary Care Service (“The Service”)

 

1.         Definitions.

For the purposes of this Agreement, the following definitions shall apply:

“The Service” comprises all of the following:

i)              Cellular Connectivity between Canary Care hubs and our cloud infrastructure via our cellular connectivity partner and their upstream provider.

ii)             The ability for “Customers” to access their data, stored in the Canary Care cloud infrastructure via the Canary Care web or mobile apps.

iii)           The availability of the Canary Care app server.

iv)           Execution of Rule processing in the Canary Care cloud infrastructure.

v)            If required in response to rule processing, triggering our 3rd party providers to send notifications by the specified delivery route (Email, SMS, app push etc).

It does NOT refer to Canary Care hub and sensor hardware.

“Scheduled Downtime” means the time when “The Service” is not available due to scheduled maintenance or other required activities as set forth in Section 3.

“Customer” refers to the entity that pays Canary Care for “The Service”.

 

2.         Exclusions

Canary Care will not be responsible for any failure to meet performance targets in Section 4 for any items outside of Canary Care’s control, including without limitation those that are the “Customer’s” responsibilities or force majeure events. In particular:

  • Issues relating to the device (PC, phone etc.) or network (broadband, WiFi) through which service access is being attempted.
  • The time taken for an alert (SMS, email etc.) to reach its destination - assuming that we and our 3rd party providers sent the alert in a timely manner.
  • The inability of a hub to maintain cellular connectivity due to either sub-optimal positioning of the hub, or the permanent lack of local network availability.

 

3.         Scheduled Maintenance. 

Canary Care will use its best efforts to ensure that “The Service” is available at all times, even at times of scheduled maintenance. Scheduled maintenance that has the potential to adversely impact services will be treated as follows:

  • Scheduled maintenance will be performed on a date to be announced by Canary Care via the system message facility of the Canary Care web app. Notice will be provided at least one week in advance and any risk to services will be identified and communicated.

  

4.         Availability Targets and penalties

Canary Care guarantees that “The Service” shall have Monthly Availability of 99.8%, excluding “Scheduled Downtime”.  “The Service” shall be considered available if the “Customer” has access to expected functionality, as per “The Service” definition and subject to the exclusions set forth in Section 2.

All elements of “The Service” have automatic monitoring, including those elements that are provided by a 3rd party partner. If there is an issue with a critical service element, the Canary Care Service Infrastructure team is available 24/7/365, to deal with Service issues which affect the majority of service users.

Availability is measured in terms of a percentage by dividing actual minutes that “The Service” is available by the total number of minutes in the calendar month. If the Monthly Availability of “The Service” is below 99.8%, in a calendar month, Canary Care will, on receipt of a request from the “Customer”, reimburse a percentage of the “Customer’s” Canary Care Service fees, as per the table below.

The total amount of a “Customer’s” monthly service fees is calculated as the number of paid subscriptions the “Customer” has in that month, times the monthly fee per subscription.

 

5.         Disaster Recovery

In the event of a prolonged loss of availability of the Canary Care cloud infrastructure, we will attempt to reallocate existing resources or procure new resources to restore normal operations as soon as possible.  The target restoration period is 4 hours for initial service functionality, with full functionality restored within 24 hours.

 

Service Level Agreement - Canary Care Customer Support

This Agreement outlines the service levels/performance targets relating to the provision of support to Canary Care “Customers” and “Service Users”


1.         Definitions.

For the purposes of this Agreement, the following definitions shall apply:

“The Service” comprises all of the following:

i)              Cellular Connectivity between Canary Care hubs and our cloud infrastructure via our cellular connectivity partner and their upstream provider.

ii)             The ability for “Customers” to access their data, stored in the Canary Care cloud infrastructure via the Canary Care web or mobile apps.

iii)           The availability of the Canary Care app server.

iv)           Execution of Rule processing in the Canary Care cloud infrastructure.

v)            If required in response to rule processing, triggering our 3rd party providers to send notifications by the specified delivery route (Email, SMS, app push etc.).

It does NOT refer to Canary Care hub and sensor hardware.

 “Equipment” means the Canary Care hub, sensors and associated ancillaries e.g. the hub power supply etc.

“Customer” refers to the entity that pays Canary Care for “The Service”.

“Service User” refers to a person or entity who is authorised by the “Customer” to access “The Service”.

“Service Subject” refers to the person or location being monitored by the Canary Care “Equipment” and “The Service”.

“Warranty” for “Equipment” is 12 months from the date of purchase. Within that period any “Equipment” which fails due to a manufacturing defect will be replaced free of charge.

 

2.         Support Channels

Support is available by telephone and email:

Telephone: 01865 408366

Email: [email protected]


3.         Support Availability

The Canary Care Customer Support team can help with technical problems, usability issues, equipment failures and general advice. Support availability is as follows

Monday to Friday: 9am – 5pm

Weekends: Closed

Bank Holidays: Closed

 

When support is not immediately available, support requests can be logged 24/7. Out of hours telephone calls will record a voicemail message for our support team. Emails to [email protected] will be added to our support ticketing system. Out of hours support requests will be attended to when the support team is back at work. See Section 9 for Performance Targets.

 

4.         Support Scope

The Canary Care support team is available to covers all aspects of support relating to the Canary Care “Service” and “Equipment”, including technical problems, usability issues and general advice.

If the support request relates to a problem which cannot be immediately resolved, they will raise a ticket in our support ticket system and follow up by Email. This will issue a tracking number and a severity level will be assigned. The support team will work with the requester to determine the source of the problem and will use commercially reasonable efforts to provide a fix, by-pass, or work-around. In all cases, the team will endeavour to provide at least a temporary resolution in the form of a workaround or other correction, to be followed where necessary by a permanent fix.

See Section 9 for Performance Targets.

 

5.         Telephone Support Process

Our basic approach is that the telephone channel is for generic support questions and advice. We will not divulge specific information about a “Service User” or “Service Subject” on an inbound phone call. We are happy to make outbound phone calls where contact details have been previously established by Email.

We will always ask the caller to identify themselves and their Canary Care username and/or the name of an authorised “Customer” representative, if the caller is not an existing “Service User”.

Other than password reset requests (which would only benefit the caller if they have access to the “Service User’s” Email account) we will not take any action which impacts a “Service User’s” or “Service Subject’s” access/data on the basis of a phone call.

Any support request for us to perform an action which would impact a “Service User” or “Service Subject’s” access/data must be made by email to [email protected]. This is to ensure that only authorised requests are actioned and it also provides a secure audit trail.

 

6.         Email Support Process

Email support requests must be sent to [email protected]. This is to ensure that requests are logged in our support ticket system and can be addressed by any member of our support team, whilst keeping a record of all interactions. Support requests sent to other/personal canarycare.co.uk email addresses will need to be manually forwarded to [email protected] which may delay the process.

Our default approach is to determine the requester’s Canary Care service access level, according to their username (email address) and action the request if allowed by their access level. Other approaches need to be agreed a priori with the “Customer”.

Members of the Canary Care support team will use our ticketing system to comment on the request, which will be sent to the requester, who can read and reply by email. The support request will remain open in our ticketing system until it is resolved.

 

7.       Hardware support

It is the “Customer’s” responsibility to report faulty equipment to Canary Care. If the fault is covered by the “Warranty”, Canary Care will replace the faulty equipment with equipment which provides the same functionality. If the equipment is out of warranty the customer will be charged for replacement.

For business customers, unless explicitly arranged differently, Canary Care “Service” subscriptions include free replacement sensor batteries and command strips. For each such subscription, Canary Care will provide the “Customer” with:

  • replacement batteries for equipment throughout the term of the subscription
  • replacement command strips for use for each installation of the equipment through the term of the subscription. Per 8 sensors 15 command strips will be provided

If a SIM is taken or SIM holder within the Hub is damaged it is the customers responsibility to notify Canary Care. Canary Care is responsible for all processes involved with the cancellation of the SIM and any costs involved in this process.

  

8.         Exclusions

Canary Care will not provide support:

  • For “Equipment” that has been subject to any modification by anyone other than Canary Care.
  • Which becomes necessary due to failure of the “Customer to fulfil their obligations under their written agreements with Canary Care.
  • Which becomes necessary due to: (i) any cause or causes beyond the reasonable control of Canary Care (e.g. floods, fires, loss of electricity or other utilities), (ii) errors arising from non-Canary products.
  • Support required for intervention with regulatory agencies, authorities, etc.

  

9.         Performance Targets

Canary Care will use all commercially reasonable endeavours to adhere to the following schedule in resolving support requests. The schedule applies to requests raised in writing, email and telephone during scheduled Customer Support availability, as per section 3.

Requests received outside of normal operating hours  will be addressed the next working day, as defined in section 3 However, if there is an issue with a critical service element, the Canary Care Service Infrastructure Team is on call 24/7/365, and will be alerted automatically to any Service issues which affect large numbers of service users. These will be resolved in line with the Performance targets

The Service Infrastructure Team does not communicate directly with individual customers using the service but Canary Care will endeavour to ensure that the Customer is informed of progress in a timely manner.

 

Monthly Availability of “The Service”

Financial Reimbursement available

 

< 99.80% – 99.00%

 

20% of monthly service fees

 

< 99.00% – 95.00%

 

 

30% of monthly service fees

 

< 95.00%                

 

50% of monthly service fees