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Service Level Agreement for Cloud Products

 

Service Level based on #devices 

SLA Staal Instruments BV, last update 2022-01-01

Staal Instruments BV, hereinafter referred to as “STAAL”, supplies radar sensors that are connected to the online portal StaalCloud.com, hereinafter jointly referred to as “CLOUD PRODUCTS”. Staal provides a service level agreement, hereinafter referred to as "SLA", based on the number of devices assigned to your account. The number of devices associated with your account is automatically checked at the end of each month.

This number then determines the SLA “Tier" for this month. The table below lists the different "Service Components" in the left column and "Tiers” in the top row. The number of sensors shown in the second row entitles you to a certain service level you can expect from Staal Instruments per Service Component.

Tier Lite Standard Premium Enterprise
Service Components                                    #Devices 1-19 20-99 100-499 500+

General device warranty damaged devices and empty batteries are excluded

 1 year 1 year 1 year 1 year

Faulty / damaged shipment report time maximum time to report after receipt of shipment

 3 working days 3 working days 3 working days 3 working days

Online onboarding time to get started  Walk through main functions of StaalCloud (ONLINE)

 3.000 credits 3.000 credits 3.000 credits 3.000 credits

Monthly customer support time included  expires at end of every month (ONLINE)

 0 credits 3.000
 credits (30 min) 6.000 credits
(1 hour) 		12.000 credits (2 hours)

One-hour customer support rate in credits  support rate after free-of-charge time runs out

 online: 1.000 credits / 10min on-site: 4.000 credits / 30min online: 1.000 credits / 10minon-site: 4.000 credits / 30min online: 1.000 credits / 10minon-site: 4.000 credits / 30min online: 1.000 credits / 10minon-site: 4.000 credits / 30min

Support ticket response time  maximum time before support ticket is processed

 10 days 7 days 5 days 3 days

Returned devices response time maximum time before a returned device is processed

 21 days 14 days 10 days 7 days

General device warranty:

One-year device warranty from assignment data. In addition, Staal will always analyse the sensor first to determine whether the warranty applies. Warranty will be voided in case of broken warranty sticker or serious damage to the device. A battery that is empty within a year, after intensive use, is not covered by the warranty.

Faulty / damaged shipment report time:

Maximum time to report after receipt of shipment. Report to sales@staalinstruments.com, please share clear description and photos of the damaged or faulty goods.

Online onboarding time to get started:

Credits for onboarding will be added to your account after first purchase. After receipt of the goods, make an appointment through support@staalinstruments.com and be sure to have access to a computer with an up to date browser, internet and phone or MS Teams.

Monthly customer support time included:

Expires at end of every month. Minimum time registration by our support team to answer a short question is 10 minutes, 1000 credits, approximately 10 EUR. At the end of every month all used support time is added up, and the monthly included time, based on assigned sensors, is deducted. The support costs appear in the monthly credits cost overview.

One-hour customer support rate:

Support rate after free-of-charge time runs out. All support time is recorded automatically. When monthly support time budget runs out, 6.000 credits per hour is charged with a minimum of 1.000 credits for 10min. Used credits are deducted from the credit balance at the end of each month.

Support ticket response time:

Maximum time before support ticket is processed.

Returned devices response time:

Maximum time before a returned device is analysed. Staal recommends to have one or more spare devices at your facility to quickly exchange when a device fails. You can download the RMA form at https://www.staalcloud.com/learning-centre and click on “Downloads & updates”. Fill out the RMA form and ship to Staal Instruments, Torenallee 20, Eindhoven.

 

FAQ

  1. How do I know my device is under warranty? When the assignment date is less than one year back. In addition, Staal will always analyze the sensor first to determine whether the warranty applies. No warranty applies for broken seal, damaged device or empty battery.

  2. How do I report a faulty or damaged shipment? Report to sales@staalinstruments.com, please share description and pictures of the damaged or faulty goods.

  3. What do I need for an onboarding session? Make an appointment through support@staalinstruments.com and be sure to have access to a computer with an up to date browser, internet and phone or MS Teams.

  4. what is the min. time registered for a support ticket? Minimum time registration by our support team, to answer a short question is 10 minutes, 1000 credits, approximately 10 EUR.

  5. How is customer support time charged? All support time is recorded automatically. When monthly support time budget runs out, 6.000 credits per hour is charged. Used credits are deducted from the credit balance at the end of each month.

  6. How can I return a device? You can download the RMA form at https://www.staalcloud.com/learning-centre and click on “Downloads & updates”. Fill out the RMA form and ship to Staal Instruments, Torenallee 20, Eindhoven.

  7. Can I get a replacement device? Staal recommends to have one or more spare devices at your facility to quickly exchange when a device fails.