Support Service Level Objectives
Service level objectives are for customers that have opted and paid for the Minnovation support package. Individual hardware components covered are to be agreed with the customer, but will have the following service Level exclusions:
- Event of Force Majeure
- Weather-related events
- Events that are deems unsafe or unhealthy
- Damage due to vandalism and deliberate acts
- Site closure or unavailability
- Actions or inactions by the Customer (unless undertaken at the express direction of Minnovation) or third parties beyond the control of Minnovation (e.g., facilities access)
- Power outage or power-related events
- A result of customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of Minnovation (e.g., internet outage, data centre outage)
- Waiver from the customer on specific unavailability events
- Service Requests made by the customer that will have an impact on service availability
- Excludes end-user device-specific issues (e.g., a certain brand of a smartphone)
- Scheduled maintenance
Service availability = 24×7
Availability target = 98% (subject to exclusions)
Service Rebate = 2% of monthly support fee for the calendar month that SLA was not met
Scheduled maintenance = Minimum 1 week in advance
Severity 1: Complete loss of service.
eg. Significant hardware infrastructure or gateway offline.
Target response time = 2 business hours
Target restoration time = 5 business days
Severity 2: Partial loss of service critical
e.g. individual device that is performing measurement on critical plant or equipment. This asset will stop operations in the event of it’s failure or cause serious environmental or economic impact.
Target response time = 1 Business Day
Target restoration time = 10 business days
Severity 3: Partial loss of service non-critical
e.g. individual device that is performing measurement on non-critical plant or equipment. This asset will not stop operations in the event of it’s failure or cause serious environmental or economic impact.
Target response time = 3 business Days
Target restoration time = 20 business day
Last Updated: 13/04/2021