Support Policy for Devices and Network Infrastructure

1. Overview

This Hardware Support Policy (“Policy”) outlines the terms and conditions for the support services provided by [Your Company Name] (“Company”) for IoT sensors and equipment. The support services are offered through four different service plans, namely No Care, Basic Care, Standard Care, and Priority Care. Each plan provides a varying number of support hours per sensor per annum. Support hours are pooled and utilised on an as-needed basis throughout the year.

2. Service Plans and Support Hours

The Company offers a range of service plans tailored to meet the support needs of purchasers of IoT sensors and equipment. The service plans are designed to provide varying levels of support based on the number of support hours included. The following service plans are available:

a) No Care: The No Care plan does not include any support hours. Customers who choose this plan will be billed at the standard hourly rate of $220/hour for any support services provided. This plan is suitable for customers who prefer to handle support on an as-needed basis without a predefined allocation of support hours.

b) Basic Care: The Basic Care plan includes 1 support hour per sensor per annum. This means that for each sensor covered under the plan, the customer will have access to one hour of support during the annual term. The Basic Care plan is suitable for customers who require a minimal level of support.

c) Standard Care: The Standard Care plan includes 4 support hours per sensor per annum. This plan offers a higher level of support, allowing customers to access up to 4 hours of support for each covered sensor throughout the year. The Standard Care plan is ideal for customers who require a moderate level of support.

d) Priority Care: The Priority Care plan provides the highest level of support, offering 12 support hours per sensor per annum. Customers on this plan can utilise up to 12 hours of support for each covered sensor during the year. The Priority Care plan is recommended for customers who need extensive support and priority attention.

The service plans are structured to provide flexibility and cater to different support requirements. Customers can choose the plan that aligns with their specific needs and budget. The inclusion of support hours ensures that customers have a predetermined allocation of support time, while any additional support needed can be availed at the standard hourly rate.

It’s important to note that the support hours are pooled and can be used on an as-needed basis throughout the year. This allows customers to utilize the allocated support hours as per their requirements, providing flexibility in managing support requests and addressing issues in a timely manner.

By offering these service plans with varying support hours, the Company aims to provide customers with options that suit their support needs and help ensure the smooth operation and maintenance of their IoT sensors and equipment.

Any support required beyond the included hours in any support plan will be billed at the standard hourly rate of $220/hour.

3. Billing and Payment

To ensure a seamless and transparent billing process, the Company follows a set of guidelines for billing and payment associated with the support plans. The following details outline the key aspects of the billing and payment process:

a) Billing Cycle: The support plans are billed annually on the 1st of July. This fixed billing cycle allows for easy management and administration of the support services throughout the year. The annual billing cycle ensures that customers have uninterrupted access to the support services for the entire duration of the plan.

b) Prorated Charges for Additional Devices: If devices are added to a support plan at any point during the year, the charges for those additional devices will be prorated based on the remaining months until the next billing cycle on 1st July. This ensures fairness in charging and aligns the cost of support with the actual duration of service provided for the additional devices.

For example, if a customer adds devices to a support plan three months after the initial billing cycle, they will be charged for the support services for those devices for the remaining nine months until the next 1st of July billing cycle.

The prorated charges for the additional devices will be calculated based on the number of months remaining in the current billing cycle, taking into account the support plan rates and the number of devices added.

c) Invoicing and Payment: Invoices for the support plan charges, including any additional device charges, will be issued on or around the 1st of July, coinciding with the annual billing cycle. Customers will receive detailed invoices outlining the charges associated with their support plans.

Payment for the support plans is typically expected within a specified timeframe after the issuance of the invoice. The payment methods and instructions will be provided on the invoice, allowing customers to conveniently settle their payment.

The billing and payment process ensures that customers receive accurate and timely invoices while accommodating the addition of devices to support plans throughout the year. By prorating the charges for additional devices, the Company ensures fair and transparent billing for the support services provided.

Customers are encouraged to review their invoices and promptly settle their payments to ensure uninterrupted access to the support services and maintain the continuity of assistance for their IoT sensors and equipment.

4. Device and Network Monitoring

As part of the Basic Care, Standard Care, and Priority Care plans, the Company provides sensor and network monitoring services. These services are designed to proactively monitor the performance and status of the sensors and associated networks to identify any issues or anomalies that may impact their functionality or reliability. The goal of sensor and network monitoring is to ensure the optimal operation of the IoT infrastructure and enable timely intervention in case of any deviations or problems.

a) Sensor Monitoring: Under the Basic Care, Standard Care, and Priority Care plans, the Company will monitor the performance of the sensors included in the support plan. This monitoring typically involves the collection of sensor data, such as readings, measurements, or environmental variables, to assess their operational status. By continuously monitoring the sensor data, the support team can identify any abnormal readings, malfunctions, or errors that may indicate potential issues with the sensors.

b) Network Monitoring: In addition to sensor monitoring, the Company will also monitor the associated networks that connect the sensors and other devices. Network monitoring involves tracking network connectivity, bandwidth usage, latency, and other relevant network performance metrics. This enables the detection of network-related issues such as connectivity disruptions, high network traffic, or bottlenecks that could impact the proper functioning of the IoT infrastructure.

The sensor and network monitoring services aim to provide early detection and proactive management of any potential problems or performance degradation. By promptly identifying and addressing issues, the Company helps prevent or minimize disruptions to the IoT ecosystem, ensuring smooth operations and maximizing the value derived from the deployed sensors and equipment.

In the event that any issues are detected during the monitoring process, the support team will take appropriate actions as outlined in the support plan. This may involve notifying the customer, providing recommendations for resolution, or escalating the issue to higher support tiers for further investigation and intervention.

By including sensor and network monitoring services in the support plans, customers can benefit from enhanced visibility and proactive management of their IoT infrastructure. This ensures that any potential issues are identified and addressed promptly, leading to improved reliability, performance, and overall satisfaction with the deployed sensors and associated networks.

5. Additional Fees for IoT Gateways and Cellular Devices

In order to ensure secure and reliable connectivity for IoT Gateways and Cellular devices, an additional fee will be applied for VPN (Virtual Private Network) and cellular connectivity services where applicable. These fees are separate from the support plan charges and are specifically associated with enabling and maintaining the network connectivity of these devices. The details of these fees will be clearly outlined in the billing statement provided to the customer.

a) Cellular Connectivity Fee: Some IoT Gateways and CCTV cameras rely on cellular networks for connectivity, allowing them to operate in remote areas or locations without traditional wired internet connections. The cellular connectivity fee covers the costs associated with cellular data plans required to maintain connectivity for these devices. This fee ensures that the devices have access to the necessary cellular network infrastructure for seamless operation. The cellular connectivity fee will be charged at a rate of $144 per annum and is subject to a fair use policy, which ensures reasonable and non-excessive data usage.

b) VPN Connectivity Fee: IoT Gateways and some cellular connected devices often require a VPN connection to establish a secure and encrypted link between the devices and the central network or cloud infrastructure. The VPN connectivity fee covers the costs associated with providing and managing the VPN infrastructure necessary to facilitate secure communication. This fee ensures that the devices can establish a protected connection to the network, ensuring data privacy and integrity. The VPN connectivity fee will be charged at a rate of $120 per month, billed annually in advance.

The specific details of these fees, including pricing structure, billing frequency, and any applicable usage limits, will be clearly communicated to customers in the billing statement. It’s important to note that these fees are separate from the support plan charges and are specifically related to the connectivity requirements of IoT Gateways and CCTV cameras.

By charging these additional fees, the Company ensures that the necessary infrastructure and services are in place to provide reliable and secure connectivity for IoT Gateways and CCTV cameras. This allows Minnovation to effectively monitor and maintain customer devices. The fees collected contribute to the ongoing maintenance, management, and enhancement of the VPN and cellular connectivity infrastructure, ensuring high-quality connectivity for these critical devices.

6. Support Service Scope

The support services provided under the support plans encompass a wide range of assistance to ensure the optimal performance and functionality of the IoT sensors and equipment covered under the purchased support plan. The following services are included:

a) Troubleshooting and Problem Resolution: The support team is available to address and resolve any issues or problems encountered with the supported devices. Whether it’s a malfunctioning sensor, connectivity issues, or unexpected behaviour, the team will diligently work to identify the root cause and provide solutions to restore normal operation.

b) Configuration and Setup Assistance: Setting up and configuring IoT sensors and equipment can sometimes be complex. The support team will offer guidance and assistance to help customers properly configure and set up their devices, ensuring they are correctly integrated into the desired network environment.

c) Remote Technical Support and Guidance: Customers can rely on remote technical support to address their queries, provide guidance, and answer questions related to the supported devices. The support team is equipped with the knowledge and expertise to assist with various technical aspects, offering solutions to challenges and helping customers make the most of their IoT infrastructure.

d) Software/Firmware Updates: If applicable, the support team will provide assistance with software or firmware updates for the supported devices. Keeping devices up to date with the latest software releases helps ensure enhanced functionality, improved security, and compatibility with evolving technologies.

e) Remote Monitoring and Diagnostics: Basic Care, Standard Care, and Priority Care plans include remote monitoring and diagnostics services. The support team will remotely monitor the performance and status of the sensors and associated networks covered under the respective plans. This proactive monitoring helps identify potential issues, anomalies, or performance degradation, allowing for early intervention and preventive actions.

f) Escalation to Higher Support Tiers: In cases where issues require additional expertise or resources, the support team may escalate the matter to higher support tiers within the organization. This ensures that complex or critical issues are promptly escalated to the appropriate personnel to ensure timely and efficient resolution.

It’s important to note that the support services are primarily provided remotely. The support team will leverage remote access tools, communication channels, and diagnostic utilities to assess and address issues. In situations where remote support is not sufficient, on-site support or physical repairs may be arranged separately, subject to the terms and conditions of a separate agreement.

By encompassing these support services, the Company aims to provide comprehensive assistance to customers, enabling them to optimize the performance, reliability, and functionality of their IoT sensors and equipment.

7. Support Exclusions

The support services provided under the support plans have certain exclusions. It’s important to be aware of these exclusions to ensure a clear understanding of the scope of the support provided. The following items are not covered under the support plans:

a) Support for Devices Not Covered: The support services are applicable only to devices that are actively covered under a support plan. Devices not included in an active support plan will not be eligible for support services unless specifically arranged through a separate agreement.

b) Unauthorized Modifications or Alterations: The support services do not cover issues resulting from unauthorized modifications or alterations made to the supported devices. Any unauthorized changes, including hardware modifications or alterations to the software/firmware, may void the warranty and render the devices ineligible for support services.

c) Third-Party Software, Applications, or Services: The support services are limited to the hardware and software provided and officially supported by the Company. Issues arising from the use of third-party software, applications, or services that are not officially supported by the Company fall outside the scope of the support plans. Customers should seek support from the respective third-party vendors in such cases.

d) Acts of Nature, Disasters, or Events Beyond Control: The support services do not cover issues resulting from acts of nature, disasters, or other events beyond the control of the Company. These events may include natural disasters, power outages, severe weather conditions, or other unforeseen circumstances. While the Company strives to minimize the impact of such events, their occurrence may affect the availability or functionality of the supported devices.

It’s important to note that while these exclusions apply, the support team will always strive to provide assistance and guidance to the best of their abilities. In cases where support falls outside the defined scope, the team may offer advice, recommendations, or suggestions to help customers find alternative solutions or sources of support.

Customers are encouraged to review the support policy and exclusions to have a clear understanding of the support services provided under their chosen plan. If there are any questions or concerns regarding specific situations or scenarios not explicitly covered, customers should reach out to the Company’s support team for further clarification.

8. Requesting Support

Customers can easily initiate support requests by contacting the Company’s dedicated support team through the designated channels provided. We prioritize efficient communication and aim to address customer inquiries and issues promptly. Here’s how you can request support:

a) Support Channels:

– Phone: Customers can call our 24/7 support hotline at 1300 916 082 to speak directly with a support representative. Our support team is available 24/7 to assist you with any queries or concerns.

– Email: Customers can send an email to [email protected] to initiate a support request. Please provide a detailed description of the issue, including any relevant information such as device identification, error messages, or steps to reproduce the problem.

– Online Support Portal: We provide an online support portal accessible through our website at support.minnovation.com.au Customers can log in to the portal using their credentials to submit support tickets, track their status, and communicate with our support team. The portal also offers a knowledge base with helpful articles and troubleshooting guides.

b) Logging Support Requests:

Upon contacting our support team through any of the designated channels, your support request will be promptly logged into our system. We strive to maintain accurate records of all customer interactions to ensure efficient tracking and resolution of issues. Please provide essential details such as your contact information, the affected device(s), a description of the problem, and any relevant error messages or observations.

c) Communication and Ticket Tracking:

Once your support request is logged, you will receive a confirmation notification containing a unique ticket number. This ticket number serves as a reference for future communications related to the specific issue. You can use this number to inquire about the status of your support request or provide additional information if required. Our support team will maintain ongoing communication with you to ensure a smooth and satisfactory resolution.

We value open and transparent communication, and our support team will work diligently to resolve your issues within the defined response time. If the nature of your support request requires escalation to higher support tiers, we will ensure that it is promptly addressed to provide the necessary expertise and resources.

At Minnovation, we are committed to delivering exceptional support services and ensuring customer satisfaction. Our knowledgeable support team is always ready to assist you, address your concerns, and help you maximise the value and performance of your IoT sensors and equipment.

9. Additional Service Level for Critical IoT Sensors and Infrastructure

For customers who require enhanced support and rapid response times for their critical IoT sensors and infrastructure, an additional service level can be purchased to ensure priority attention and minimise downtime. This service level is available on a per device basis that is nominated by the customer. The additional service level options are as follows:

a) 8-Hour Response Time: Under this service level, the Company guarantees an initial response to support requests within 8 hours during the designated support hours. This response time ensures that urgent issues are promptly acknowledged and addressed to minimise any potential impact on operations.

b) 24-Hour Response Time: This service level ensures an initial response to support requests within 24 hours during the designated support hours. It provides customers with a faster response compared to the standard support plans, enabling timely resolution of critical issues.

c) 72-Hour Response Time: With this service level, customers can expect an initial response to support requests within 72 hours during the designated support hours. Although the response time is longer than the 8-hour and 24-hour options, it still offers an accelerated response compared to the standard support plans, ensuring that critical issues are addressed promptly.

The additional service level can be added to nominated devices covered under the Basic Care, Standard Care, or Priority Care plans. The service level must be purchased separately for each individual device and cannot be applied to the entire support plan.

It is important to note that the response time guarantees the initial acknowledgement of support requests, and subsequent resolution times may vary depending on the complexity of the issue. The Company’s support team will prioritise critical devices and infrastructure to ensure timely assistance and minimise any disruptions.

To request the additional service level, customers should contact the Company’s support team and specify the devices for which they require the enhanced response time. The additional service level charges will be prorated based on the remaining months until the next billing cycle on 1st July.

By investing in the additional service level, customers can have peace of mind knowing that their critical IoT sensors and infrastructure will receive expedited attention and support, enabling them to maintain optimal operational efficiency.