Service Level Agreement

Version: 1.0
Last Updated: June 19, 2017

Thank you for using Endress+Hauser Digital Services. Endress+Hauser is committed to providing an excellent customer experience. As an essential part of this SLA commitment, we offer limited free technical and advanced paid technical support to all Digital Services running on the Endress+Hauser platform. The technical support is limited to the scope, hours, contacts and channels listed below. "Endress+Hauser" means Endress+Hauser Process Solutions AG, located at Christoph Merian-Ring 12, CH-4153 Reinach/BL (Switzerland), and its subsidiaries or affiliates involved in providing the Endress+Hauser Service. “Endress+Hauser” hereinafter is also referred to as “we”, “us” or “our”. The term “you” shall mean you as natural person or the entity you represent. Endress+Hauser Digital Services (“Endress+Hauser Digital Services”, “Digital Services”, the “Service”) means the Digital Services Endress+Hauser makes available through this website, including the IIoT website, the Endress+Hauser cloud-based LCM Information Hub, the LCM Information Hub API, the Add-Ons, and any other software, hardware, or Digital Services offered by Endress+Hauser in connection with any of these.

Service Performance

Availability

Endress+Hauser will use commercially reasonable efforts to make the Endress+Hauser Digital Services available with a monthly uptime percentage of at least 99%. In the event that Endress+Hauser does not meet the Service Commitment, you will be eligible to receive a discount on your next service charge. For more information see https://iiot.endress.com.

Maintenance

The given availability excludes planned downtime due to maintenance issues. For details of preferred maintenance schedules and down times see https://iiot.endress.com.

Service Support

Who Can Contact Support?

Limited technical support is available to all registered users of the Endress+Hauser Service with a paid plan. Registered user who use the free functionality of the Endress+Hauser Digital Service just have the option to use the self-service (e.g. FAQ). Support requests will only be processed if:

  • The request is made through one of our official support channels (see below).
  • The request originates from a registered Endress+Hauser account.

Scope

The Endress+Hauser Support, described in this SLA, is available only for the Digital Services offered by Endress+Hauser and is limited to the following:

  • Advice on installation of the Edge Device.
  • Identifying problems preventing logging in into a Service.
  • Providing workarounds or resolutions for known problems related to the functionality of the Service.
  • Access to self-service and providing pointers to documentation e.g. FAQ or Knowledge articles.

This Support do not extend to the following area:

  • Development of customer specific functions.
  • Training on Endress+Hauser based Services and Apps.
  • Support on topics which are in customer responsibility (e.g. internet and field network connection).
  • Instrument related support. Please use the known Endress+Hauser Support channels for that.

Support Services beyond the defined scope are not included within the Digital Service but might be requested separately.

Support Channels

Free support is available exclusively through the Endress+Hauser Digital Service. Support tickets can be created, followed up and communicated to the defined Endress+Hauser support channel at the dedicated space.

Hours

Endress+Hauser Technical Support offer coverage during working hours. Hours are 8.00 to 17.00 UTC+01:00, Monday - Friday, excluding Swiss Holidays. Support inquiries may be submitted at any time. Exceptions for availability may be planned downtimes (of which we shall give advance electronic notice as provided in the documentation) and any unavailability caused by circumstances beyond our reasonable control, including, for example, an act of God or act of government. The Endress+Hauser Digital Service itself is monitored 24×7. See Section 2.6, Proactive Monitoring for more details.

Response Time

If you are using a paid Endress+Hauser Digital Service you can rely on a guaranteed average response time of one day, within the hours stated in Section 2.4.

Proactive Monitoring

The Endress+Hauser Cloud Platform is monitored 24×7 by comprehensive automated systems. In the event of any issue affecting the health and operation of Endress+Hauser’s infrastructure, core systems, or tools, our dedicated operations team is notified and will respond immediately to diagnose and correct any issues. This 24×7 monitoring covers the entire Endress+Hauser platform, benefitting all users - free as well as paying. In the event of a platform issue, a notice will be posted on our platform status site at https://status.iiot.endress.com to promptly communicate the impact and status of any such issue. If there is an ongoing platform issue, you do not need to submit a support ticket. Instead, monitor the status page which will always be kept up-to-date with the latest progress and information.