These terms apply to all customers using the AlphaCare managed service program provided by Minnovation Technologies Pty Ltd. By placing an order, issuing a purchase order, or making payment for AlphaCare services, the customer agrees to the terms set out on this page.

This document is available at:
https://minnovation.com.au/legal/alphacare-service-terms/

1. What Is AlphaCare?

AlphaCare is a comprehensive managed service designed to support sensors and IoT infrastructure. It ensures your devices remain connected, supported, and operational through the following core components:

  • Data Access
    Secure access to real-time and historical sensor data via dashboards and APIs. All data is hosted on Australian-based infrastructure to ensure compliance with data sovereignty and privacy regulations.

  • Communications Management
    Provisioning and monitoring of network connectivity including LoRaWAN, NB-IoT, 4G, or other supported protocols. Connectivity diagnostics are included as part of the service.

  • Software Platform Access
    Access to a web-based platform for data visualisation, rule creation, alerting, reporting, and device management.

  • Remote Support
    Business hours helpdesk support, remote diagnostics, firmware updates, and technical troubleshooting.

  • Sensor Coverage
    AlphaCare only applies to sensors that are enrolled in the service. Coverage includes network monitoring, firmware maintenance, and access to platform services.

2. Service Levels (SLA)

AlphaCare includes a defined Service Level Agreement (SLA) to ensure timely and effective issue resolution. All support tickets are prioritised based on operational impact and urgency.

Ticket Submission and Acknowledgment

How Priority Is Determined

Ticket priority is assigned based on the following four criteria:

  1. Strategic Importance
    – Related to a VIP customer, high-value project, or regulatory deliverable

  2. Customer Urgency
    – Blocking operations or explicitly marked urgent by the customer

  3. Impact Scope
    – Affects multiple users, systems, or critical infrastructure

  4. Customer Visibility
    – Visible to end users or carries reputational risk if not resolved promptly

Priority Levels and Resolution Targets

Criteria Met Priority Level Resolution Target (Business Days) Description
All 4 Urgent 1 Business Day Major service outage or immediate operational risk
3 High 5 Business Days Significant disruption but not a full outage
2 Medium 10 Business Days Noticeable but non-critical issue or degradation
0–1 Low 30 Business Days Minor issues or feature requests with limited operational impact

Note: Resolution time refers to the delivery of a workaround or permanent fix. Tickets may be reclassified if conditions change during investigation.

3. Billing and Renewals

  • AlphaCare is billed annually in advance per covered sensor unless otherwise specified.

  • A Proforma Invoice will be issued 60 days before each renewal date to assist with budget planning and purchase order (PO) processing.

  • A valid Purchase Order must be submitted before renewal to ensure uninterrupted service.

  • A formal tax invoice will follow upon PO receipt.

  • If coverage lapses, the customer must pay for all unpaid periods before AlphaCare services are reinstated.

  • Sensors added during the service year are billed on a pro rata basis.

4. Data Ownership and Hosting

  • All sensor data remains the exclusive property of the customer.

  • Minnovation stores all AlphaCare data on Australian-hosted infrastructure.

  • We comply with relevant privacy and data protection laws and will never sell, disclose, or misuse customer data.

5. Security and Compliance

Minnovation adheres to best-practice security and compliance standards including:

  • Australian data sovereignty and public sector requirements

  • Cybersecurity frameworks aligned to ISO27001

  • Access control, encryption, and continuous monitoring of systems

6. Updates to These Terms

These AlphaCare terms may be updated periodically. The current version is always available at:

https://minnovation.com.au/legal/alphacare-service-terms/

We will notify customers at least 30 days in advance of any material changes.

7. Contact and Support

For support and service inquiries:

Email: [email protected]
Web: https://minnovation.com.au/contact-us
Phone: 1300 916 082