Maintenance Support

Guarantee

Ticket Response Times


BasicSilverGold
Critical Severity
First Response5 BDNBD4 BH
Update on Incidents10 BD2 BD1 BD
Update on Defects(minus)20 BD10 BD
Major Severity
First Response10 BD2 BDNBD
Update on Incidents(minus)10 BD5 BD
Update on Defects(minus)
40 BD20 BD
Minor/Other Severity
First Response15 BD5 BD2 BD
Update on Incidents(minus)
(minus)
(minus)
Update on Defects(minus)
(minus)
(minus)

Other Included Services


BasicSilverGold
Hardware Warranty
First Response10 BD2 BDNBD
Update(minus)10 BD5 BD

Access to new Software Releases(tick)(tick)(tick)
Operating Hours8/58/58/7
On Call Support(error)(error)(tick)
Access to Knowledge Base(tick)(tick)
(tick)
System Review1/year2/year4/year

Recommended for Projects>10k EURMonitoringReal Time


BD – Business Day (Mo-Fri)
NBD – Next Business Day
BH – Business Hour (8:30 – 16:30 CET)
n/a – Not guaranteed

Pricing

Percentage of Software, Anchors and Tags and price per year.


How to Request the Service

Create an incident on Sewio Service Desk with description of problem. 


Eligibility for the Service

This Service is available for purchase globally to all Sewio Partners who would like to utilize the experience of Sewio as a technical resource.

Prerequisites for this service are:

  • Incident is reporter by a technician with Technical Training Level 3 on Sewio Service Desk 
  • Valid software license
  • Valid Maintenance Support service (see Partner Portal)
  • Discovery and Design approved by Sewio (Floorpan with monitored areas, anchors placement, monitored objects paths, zones etc.)
  • Remote access to RTLS Studio server on request
  • Physical access to monitored location on request (if necessary)


How to Order the Service

This Service can be ordered in the same way as any other Sewio Service. Particular part numbers can be found in a valid price list or obtained by contacting your Account Manager (https://portal.sewio.net/my-company/overview/). The Service is valid from the date of shipping/invoicing.

SWS01-00-00Maintenance Support - Basic
SWS02-00-00Maintenance Support - Silver
SWS03-00-00Maintenance Support - Gold


Severity Levels

Critical Level – A problem that severely impacts your use of the system in a production environment. The situation halts your business operations and no procedural workaround exists.

  • RTLS Studio is crashing
  • All anchors are unreachable

Major Level – A problem where the system is functioning (RTLS Studio is running and anchors are reachable) but your use in a production environment is severely reduced. The situation is causing a high impact on portions of your business operations and no procedural workaround exists.

  • A significant portion of expected positions are lost during the last hour
  • Many position outliers are present


Minor Level – A problem that involves partial, non-critical loss of use of the system in a production environment. There is a medium-to-low impact on your business, but your business continues to function, including by using a procedural workaround.

  • Numerous portion of expected positions are lost during the last hour
  • Some features are not working (e.g. web interface issues)


Other Level – A general usage question, reporting of a documentation error, or recommendation for a future product enhancement or modification.

Terms and Definitions

Company: Means the Sewio Networks company with which the Partner placed an order to deliver products and that accepted such an order.

Partner: A company that has the technical staff trained for the purposes of the installation, assembly, and maintenance of the Software and Hardware.

CustomerThe end-user of the Software and Hardware or, as the case may be, of the Products or Services.

Software: Sewio RTLS Studio

HardwareTags and Anchors

Response for Incidents: A period of time taken to provide an initial valuable response to an Incident record and notify of the start of the Incident Management process. Valuable herein defines a response that consists of next steps that should happen to solve such an incident, or a request for additional information required for diagnosis or any other non-automated response to the Incident record. For service or information requests, the Company will provide information on the time when such a request can be handled.

RMA: Return Merchandise Authorization (HW Claim). The process for repair of faulty hardware provided by Company to Customer.

Service Desk: Means the Sewio web interface where the partner can log-in and create incidents and requests (https://sd.sewio.net)

Production Environment: Real-time setting where programs run and hardware setups are installed and relied on for organization or daily commercial operations.


Sewio shall not be liable for any indirect, special, and/or consequential damages, arising out of or in connection with the provision of the support services; provided, however, that the foregoing limitation shall not apply to (i) damages caused by a gross negligence or willful misconduct and liability which cannot be ruled out by the agreement of the parties under the respective law. Liability for damages by Sewio is capped by the total amount of the maintenance and support fees actually paid by the Customer during the last 12 calendar months.