Support Policy

Minnovation Technologies Support

Minnovation Technologies is committed to delivering high-quality product support to ensure consistent and effective service for our customers. This support policy outlines the levels of service available and the terms governing support eligibility. Minnovation Technologies reserves the right to amend this policy at any time.

Support Options

Minnovation offers comprehensive support to all customers, even if they do not have a paid subscription. Support is accessible via email and online resources for easy access and tracking. Self-help support is available to everyone through these channels.

For customers with subscriptions, additional features are provided to meet varying needs.

Support Subscriptions

Minnovation offers two levels of support subscriptions: Xcare and Xcare Pro. Both subscriptions are provided on a per-device basis and include unlimited support, subject to fair use.

Summary of Support Subscriptions

Xcare:

• A proactive, remote-first subscription designed to provide customers with peace of mind.
• Key Features:
  • Email and online portal-based priority support.
  • Phone-based support for real-time assistance.
  • Continuous remote monitoring to identify and address potential issues proactively.
  • Regular remote patching to ensure devices remain secure and up-to-date.
  • Extended warranty for all products sold, up to 3 years.
• Recommended for customers seeking routine maintenance and a hands-off management experience.

Xcare Pro:

• An advanced support subscription that builds on the features of Xcare with enhanced services, including in-field support.
• Key Features:
  • Includes everything in Xcare.
  • Dedicated success engineer assigned to proactively manage your account and ensure optimal device performance.
  • In-field service support for hands-on assistance when required.
  • Enhanced prioritization within the support queue for faster response times.
• Best suited for organizations that require advanced service capabilities, both remote and in the field, with a more personalized support experience.

Eligibility for Support

1. Devices Installed by Approved Contractors:
   • Only devices installed by Minnovation or contractors from the Minnovation-approved list are eligible for support under these subscriptions. Devices installed by unapproved contractors are not eligible for support beyond the standard manufacturer’s warranty.
2. Software Integrity:
   • Edge devices with software not installed and configured by Minnovation or its partners are considered void of any support eligibility under Minnovation’s subscriptions.

Support Outside Paid Subscriptions

• Support for devices not covered under paid subscriptions will be discretionary and prioritized last, after addressing tickets for paid support subscribers.
• Customers seeking support for such devices may log tickets via email at [email protected] or through the online portal.

Ticket System and Prioritisation

Minnovation uses a structured system to classify, prioritize, and resolve support tickets efficiently.

Ticket Classifications

• Problem: Issues impacting device functionality or system operation.
  • Examples: Access issues, unexpected behavior, or software limitations.
• Consultative: General inquiries or technical guidance.
  • Examples: How-to questions, best practices, or third-party integration concerns.

Ticket Severities

• Urgent: Critical issues such as major server outages or cyberattacks.
• High: Complete loss of cloud services.
• Medium: Partial cloud loss or full gateway loss.
• Low: Partial gateway loss, sensor issues, or consultative tickets.

Prioritisation Matrix

Tickets are prioritized based on the following factors:

1. Support Subscription Type: Higher-tier subscriptions (e.g., Xcare Pro) receive priority.
2. Ticket Severity: Critical and high-severity issues are addressed first.
3. Response Time: Tickets with longer wait times are escalated in the queue.
4. Classification: Problem tickets are prioritized over consultative ones.

Support Subscription Expiry

• Subscriptions are aligned with the fiscal year and expire on June 30 annually.
• Mid-year subscriptions are billed pro-rata until June 30.

Fair use applies to all unlimited support subscriptions, ensuring equitable service for all customers. By adhering to these policies, Minnovation ensures the delivery of exceptional support services tailored to meet the needs of its customers.