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Service Level Agreement

Table of Contents

Definitions:

Customer” means Fogwing Platform Users who have been familiar on the Fogwing Platform & Services and who are familiar with business practices.

“Available Time” means any period in 365 days, 24 hours a day, 7 days a week, availability of the Fogwing Platform and Services until otherwise noticed as planned downtime.

Downtime” means any period, greater than 15 minutes, within the Scheduled Available Time during which any Fogwing User is unable to access or use the Fogwing Platform & Services because of any error in the hosted environment, excluding any such period that occurs during any planned downtime.

Something Went Wrong” means any system level failure occurs in the Fogwing Platform and Services which make the user to execute any functions.

Planned Downtime” means the time identified by Fogwing Engineering Group, intends to perform any upgrades and/or maintenance on the Fogwing Platform. Fogwing Engineering Group will use reasonable efforts to schedule Planned Downtimes between the hours of 4:00PM – 7:00PM IST Time on any given day if possible.

 

Planned Downtime Notification

Fogwing Team will provide at least 48 hours prior email notice (which such notice may be provided via Fogwing Email Notification Services) before scheduling any software upgrade, maintenance activities as Planned Downtime.

The Fogwing Platform will be available and useable according to the Service Terms on a monthly basis for an Uptime Percentage equal to or greater than 99.5%.

The Fogwing Support will respond to any query, input or request from a User regarding the uptime and availability concerns.

You can check the service availability, outage, incidents impacting, and historical reports on response time at https://fogwing.freshstatus.io/

 

Force Majeure

Neither party will be liable to the other for any delay or failure to perform any obligation under this Service Level Agreement if the delay or failure is due to events which are beyond the reasonable control of such party, such as a strike, blockade, war, act of terrorism, riot, natural disaster, failure or diminishment of power or telecommunications or data networks or services, or refusal of a license by a government agency (each a “Force Majeure Event”).

 

Support Services

Fogwing Support Service can be reachable through email and support system. Phone service is available only for the customer who contracted as add-on support.

 

[email protected]

https://support.fogwing.io/

 

Fogwing provide the services set out below (“Support Services”), including services to resolve errors. Fogwing Support Services respond to reports/requests as specified in the Support Table below, excluding holidays except where noted. As part of Fogwing Support Services, Fogwing Support Team will endeavor to respond to a User’s request within the time frame specified in the Technical Support timeline below.

 

Hours of Operation

8AM – 10PM IST Time

Support Access (Request) Method

Email or Support System

Support Response Method

Email or Phone

Number of Support Requests

Unlimited

 

Fogwing Support Service will use reasonable efforts to respond to Users requests regarding access or use of the Fogwing Platform Services, and, on request, assist with and provide information regarding resolution of procedure to fix and User level Issues. Fogwing Support Service may do so with the support or assistance of one or more members of the Fogwing Engineering. The Fogwing Engineering Group will do the extent investigation on the issue and find the reasonable:

  1. Validate and recreate issues;
  2. Resolve procedural issues;
  3. Resolve User Administration Support issues;
  4. Report all unresolved issues to Product Engineering as set out in the table above; and,
  5. Provide additional information to Product Engineering for testing and analysis purposes to assist with issue resolution.

 

Severity Level, Response Times and Escalations

The following table shows the estimated timeline of issue acceptance, severity level, response time. However, the actual timeline may vary depending on the issue type and complexity.

 

Severity Level

Error Characteristics

First Response

Level 1

Level 2

Critical

Production system down or inaccessible that affects Customer’s business

1 hour

3 hours

1 day

High

Production issue causes data corruption, or major failure of expected functionality, or operational but degraded or limited use

2 hours

2 business days

5 business days

Medium

Feature failure, without a work-around availability

2 hours

5 business days

10 business days

Low

Feature failure, but work-around exists

12 hours

10 business days

1 month

Feature Request

Request of future or enhancement

5 business days

Within 2 releases

 3 months

In the chart below, business day means a day that is Monday to Friday other than national holidays in India.

 

Service Unavailability

Anything again the in this Service Level Agreement, Customer may terminate the Service Agreement without liability for payment Service Unavailability (as defined below) of the Subscription Services. For purposes of this Service Level Agreement, “Service Unavailability” means a situation in which the Fogwing Platform Services are available less than 97% of the calendar month during the Subscription Term then in effect but excluding natural and other external conditions where Fogwing Support Service does not have any control. We apologize if any inconvenience caused due to our SLA terms and conditions.

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