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Our support team is available for any questions or clarification regarding this document.
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Data Storage Commitment
Galooli platforms allow customers to store their data for a period of three years by default. Clients who require access to data for a longer period of time should contact Galooli support.
Galooli Support
General Support Terms
Galooli provides customers with technical help in order to pursue proper usage of our solutions and ensure the most efficient methods to help our customers.
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Authorized Galooli partner
Authorized Battery OEM with Galooli solution
Authorized Galooli Customer
Fully commercial with Galooli products
No pending debts to Galooli
Experience in working with Galooli hosting software, applications, and gateways
Product has passed inspection before launch
Communication Levels and Services
The following communication methods are available for the Galooli Support team:
Client Portal
Communication through the Galooli support portal at any time
Customer portal access information is delivered by Galooli Support to specific Technical Contacts
This form of communication is the preferred way of communicating with the Galooli Support team
Email-based Technical Support shall be provided through email id Support@Galooli.com
Telephone Support:
9:00 AM to 5:00 PM Jerusalem time zone (UTC + 02:00).
Sunday through Friday (holidays excluded)
Technical Support Engineers
For the Technical Support services specified above, Galooli’s Support team are performing the following tasks:
Coordinate the resolution of the problem
Verify any reported error, including by obtaining additional information from Customer
Communicate to the Customer a resolution or workaround, or supply a bug fix, as appropriate.
Issue Related Information
For Galooli to provide the best and fast service on any issue, there is some basic information needed for any support case opened. Whenever an error report is placed to the Galooli Support Center, the following information must be provided:
Vehicle, generator battery, battery, or another asset on which Galooli products are installed
Unit ID’s where the issue is related to
Hardware/Software version
Any program error messages associated with the problem
A detailed description of the problem with specific examples, exact time stamps, and logs if applicable
Steps to reproduce the problem
Customer Technical Contacts
The customer is to designate one or two employees, to serve as technical liaisons with Galooli. To avoid interruptions in support services, customers should notify Galooli whenever their technical contacts responsibilities are transferred to another individual. Customers will ensure that each technical contact is trained on Galooli products.
Galooli Upgrades and Maintenance
Galooli support maintains a customer contact distribution list in its support portal for communicating service-related information, such as scheduled service maintenance, product upgrades, and newsletters.
Note: it is the customer’s responsibility to inform Galooli support of all changes to the communication contact distribution list to maintain an updated version of the list
Periodic Updates
Galooli performs periodical updates to its software solutions. Galooli support team communicates these changes through release notes once these updates are performed.
Major Upgrades
In addition to the ongoing updates, and in order to keep Galooli’s solutions at the front of the technology and market offering, Galooli may perform major upgrades in accordance with its development roadmap.
These upgrades are being communicated with customers prior to the launch, whenever it is possible, and usually, they come with appropriate training.
Technical Issues Resolution Priorities
Reports to the Galooli support team might be one of the following request types:
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An issue is handled according to the issue resolution procedure below
A question would be answered as soon as possible.
A feature request would be forwarded to the account manager and product manager for further discussions.
Issue Resolution Policy
Galooli categorizes reported errors as provided in the table below and will use reasonable efforts to respond to reported errors according to the schedule indicated.
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The following is the summary of the four severity levels:
Severity Level Critical
An issue is considered critical when the service is unavailable, unreliable, or severely degraded and has a significant impact on customer business functions and practices. Examples include:
Total outage
Vital Feature not working
Severity Level High
An issue is considered high when the service has experienced some disruption and the impact on the customer business functions and practices is moderate.
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Slowness in the application
Primary features are degraded
A significant number of users are experiencing issues with the application
Billing services are affected
Severity Level Medium
An issue is considered medium when the effect to the customer is limited or a measure of discomfort to the users has been reported.
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Slowness in part of the application
A secondary feature is degraded
A small number of users are experiencing issues with the application
Severity Level Low
An issue is considered Low when the effect to the customer is limited to a minor feature or a measure of small discomfort to the users has been reported.
“Question” and “new feature” request types shall be considered Low as well.
RMA
A defective Hardware product or one of its parts may only be returned upon Galooli’s prior written approval. Any such approval shall reference a Returned Material Authorization (“RMA”) number.
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shall change the ticket type to RMA after remote troubleshooting and issue the RMA number notification.
General RMA Process
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Return Merchandise Application
In the RMA process, we treat in a different way between the Battery tracker+ product and other products as the shipment of the working battery may be hard to operate.
Fleet, Power, Battery, RMS
In the event of a hardware failure, please submit a support request through Galooli’s ticketing portal to obtain a Return Material Authorization (RMA) number.
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The customer must submit shipping documentation for approval and ship back the faulty hardware product suitably packaged.
Battery Tracker+
In the event of a hardware failure, please submit a support request through Galooli’s ticketing portal to obtain a Return Material Authorization (RMA) number.
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Galooli is responsible only for the Sparta unit and delivers the part to the OEM factory for assembly.
Return Merchandise Handling
The notification shall be sent to you upon arrival of the RMA units at the Galooli office.
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All returned material must have a valid Galooli RMA number. This number is necessary to ensure proper tracking and handling of returned material at the factory. Do not return any hardware until an RMA is issued. Galooli reserves the right to refuse shipments that do not have an authorized RMA number or to charge extra handling fees. |
Under Warranty Report
Returned units under warranty will be either repaired or replaced at the sole discretion of Galooli.
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All in-warranty repairs or replacements are free of charge.
Out of Warranty Report
Returned units out of warranty shall be tested to determine the required fix, A test fee shall be charged per each "out of warranty unit".
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Galooli commits to make any reasonable effort to fix units "out of warranty" with a valid RMA number.
Repair & Replace Delivery Time
By the end of the RMA repair and replace handling an RMA resolution report shall be attached to the RMA ticket.
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Out of warranty units that cannot be repaired shall be announced as Out of Cycle. Galooli commits to making the best efforts to minimize the RMA handling time.
Shipping Guidance
When you have received your RMA number and are ready to ship the product back to Galooli, please:
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Email: rma@galooli.com
RMA Fees
Item | Test | Basic Repair | Major Repair |
RMA Under Warranty | No fee | No Fee | No Fee |
RMA Out of Warranty | 15$ | No Fee | Shall be quoted |
RMA units over 3 years from invoice date | 30$ | No Fee | Shall be quoted |
Not RMA approved* | Minimum of 25$ | No Fee | Shall be quoted |
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