Training Request Procedure

Galooli training request procedure defines the concept of our training processes.
Our ambition is to find the most suitable training methods for our clients.

1. Our preference is for online self-learning training

2. Depending on the client type, there is also eligibility for frontal training if necessary and at Galooli's discretion

3. For ongoing training please fill out the next form, and for onboarding training, please contact your Galooli customer manager's representative

SLA Policy

The following articles provide an overview of Galooli's service level agreement policy (SLA) The Operation Policies document defines Galooli’s key operational procedures, ensuring consistency in service delivery, system maintenance, training, billing, and compliance. It serves as a reference for stakeholders to align with Galooli’s policies and best practices.

SLA

The following articles provide an overview of Galooli's service level agreement policy (SLA) and related policies. The documents explain who is eligible to get Galooli support, communication methods, request types, handling of different cases severity of software and hardware problems, the handling of RMA for different products, and the time required for each level of severity.

The document also explains the policy of updates and major upgrades of the software and the training methodologies.         

Our support team is available for any questions or clarification regarding this document. 

General Support Terms

Solutions Support

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.

Galooli support and technical services are provided to our partners who meet the following term of service:

• 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:

• Issue

• Question

• Feature request

Each type is handled differently:

• 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.

• “Acknowledgment” means confirming receipt of a problem, verifying details, attempting to duplicate the problem,

and confirming status to Customer.

• “Response” means providing the customer with an answer, a patch, or a resolution action plan.

Galooli shall be responsible to provide support only upon failure of a Galooli product to follow its functional specifications as outlined in the applicable product documentation.

...

An issue is not considered an error if:

• The Galooli product is combined or merged with any hardware or software not supported by Galooli

• The issue is caused by the Customer's misuse or improper use of the Galooli product

All issues identified by Galooli support or customers are assigned a severity level by the customer. Issues are addressed by their severity levels. Galooli reserves the right to change the severity level due to technical or business considerations.

Severity might change due to:

• A workaround has been found to customer satisfaction

• An upgrade to fix the issue is available

• The issue is due to operational misconduct

• The issue is the result of the customer's infrastructure

An issue is resolved when one of the following has been applied:

• A fix in the product

• An agreed workaround

• An agreed operational conduct

• An agreed-upon work plan to solve the issue within a time limit

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.

Examples include:

• 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.

Examples include:

• 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.

To request an RMA number, the Customer must issue a ticket through the Galooli support portal. The technical support teams

shall change the ticket type to RMA after remote troubleshooting and issue the RMA number notification.

General RMA Process

...

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.

Please provide the following details:

• Serial Number

• Installation date

• Failure detection date

• Problem description

 Attach the RMA Report document within the ticket; upon approval add the RMA report document within the returned hardware packaging.

 Galooli technical support shall coordinate units troubleshooting and testing; once RMA is approved the ticket RMA status will be changed to ‘Waiting for Documents’

A notification mail shall be sent to the ticket owner with the RMA number for future follow-up and handling.

Approval of shipping documentation– prepare and send for review the shipping documentation, follow the automatic email notification instruction with the required details.

• List of unit serial numbers

• Copy of Galooli original invoice

• Copy of your export invoice, make sure to set a minimum price per unit and no greater than the original cost

• On your invoice add a comment – “the goods are returned to exporter”

• RMA number

Once documentation is approved the RMA status will be changed to ‘Waiting for Customer Shipment’. Upon package, shipping provides the courier tracking number within the ticket.

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.

Please provide the following details –

• Serial Number

• Installation date

• Failure detection date

• Problem description

Galooli technical support shall coordinate unit troubleshooting and testing and will approve the RMA without the need to send the unit back unless a deep investigation is required by Galooli.

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.

A preliminary assessment will be performed within 5 working days of your product reception. Products found to be damaged through neglect, due to inadequate packaging, or during transit, will have the warranty voided.

All returned products will be tested by our RMA department and will be reset to factory default to determine if the product is defective. Returned units will be either repaired or replaced at the sole discretion of Galooli.

Under Warranty Report

Returned units under warranty will be either repaired or replaced at the sole discretion of Galooli.

Units returned under a valid RMA number will receive a ninety (90) day hardware warranty or the remainder of the original hardware warranty, whichever is longer.

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".

Following the test results:

• The basic fix shall be free of charge

• A major fix shall be quoted separately and will be applied upon clients approval

• Units returned after more than 3 years from the shipping date shall be charged for testing according to the RMA fees table below. If they can be repaired the repair shall be quoted separately.

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.

All RMA repairs or replacements handling shall be completed and ready to ship back to the customer within 30 working days from the receipt date of the RMA units in the Galooli office or 30 working days from customer approval of extra charges if required, whichever is longer.

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:

1. RMA units must be shipped in their original plastic enclosure.

2. Package the product securely; Galooli will not be responsible for damage due to shipping.

3. Ship ONLY the product(s) for which the RMA number was issued

4. Mark the RMA number clearly on the shipping box

5. Place the RMA document within the shipping box.

6. All products being sent to Galooli for repair or replacement must be shipped in to our facility by the door to door courier service

7. The customer is responsible for any costs in shipping the product to and from Galooli.

8. We recommend you buy insurance for the value of the product against shipping damage, Galooli will not be responsible for and does not warrant damage of any sort incurred before our receipt of the product. In our experience, common carriers will also not be held responsible for shipping damage in cases where packing was insufficient.

Our Mailing Address:

Galooli Ltd.

Attn.: RMA Dept.

Sonol Tower, 52 Begin Road

Tel Aviv, 6578202

Israel

Tel: 972.3.5656900

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

The Galooli Galooli Support Team is the only authorized repair center for Galooli Group products. Any unauthorized repairs conducted on any Galooli product will void all warranties and will result in non-repair of the product or repair charges.

Your Galooli product must be free of physical damage or modification. Any unit that has been damaged as a result of an accident, abuse, misuse, natural or personal disaster, or any unauthorized disassembly; repair or modification will result in non-repair of the product and/or may incur a service charge upon receiving the item.

Items received with missing or damaged warranty labels are considered out of warranty due to tampering

Products that are repaired under warranty shall have a full warranty for the stated warranty period, which is one year from the date of purchase or for 90 days from the date of return to the customer, whichever comes later.

Repairs of out-of-warranty products are warranted for 90 days from the date of return to the customer.

Warranty applies only to the specific repairs made by Galooli, including any parts or sub-assemblies replaced. Repaired products are not warranted against any failures in components or sub-assemblies which were not repaired or replaced by Galooli during the repair process.

Galooli reserves the right, in or out of warranty, to either repair or replace, at its sole discretion, in part or whole, any RMA item with new or with remanufactured parts.

If you have any questions about these terms, please contact rma@galooli.com

These policies are subject to change by Galooli without prior notice.

Overdue Payment Policy

The following document presents Galooli's policy in cases there is a payment overdue for Galooli's services.

The work process in cases of payment overdue includes alerts to customers about the payment overdue, blocking the use of systems for the organization's managers, blocking notifications to end-users, and finally blocking access to the system for all users.

All decisions and processes depend on the time elapsed from the moment of payment overdue, the type of customer, and the terms of the contract.

Full Service

During a normal routine, all users of the system receive a full service as defined in the contract

Initial Payment Overdue

Depending on the contract of engagement after several notifications and alerts about the overdue, the following consequences will be manifested:

...

Consequences

...

User Type

...

Blocking the login to the system

...

Managers and users that can see more than 2 clusters

...

No notifications will be sent from the system

...

Managers and all the end-users

...

Blocking the service from the Galooli support team

...

Managers and all the end-users

...

Scheduled reports will not be sent

...

Managers and all the end-users

...

After a prolonged period of delay in payment, all sorts and types of users will be blocked from using the system

Post-debt settlement operations

The release of a block from any organization can take up to 48 hours after the funds are credited to the Galooli bank account.

Account Balance

At any given moment, you can view the balance of the debt via the Manager Application. For more information click here.

Training Programs

Galooli's training course is meant for partners, working with Galooli’s management and tracking tools, who want to increase their skills level and the quality of rendered services respectively.

The training courses can be done either on client premises, Galooli's support centers, or remote online training. The course syllabus shall be based on client requests and needs and to be determined mutually with the partner.

Training options include:

1. Remote technical and sales-oriented training sessions

2. Full access to Galooli Knowledgebase Portal including, user guides, “how-to” articles, and more

3. Participation in Galooli public webinars

4. Per need and agreement between the parties on-site training

5. Access to the ticketing systems for all technical inquiries

Eligible Training Participants

Authorization to participate in a training program under the following conditions

• Authorized Galooli Partner

• Authorized Battery OEM with Galooli solution

• An active Galooli customer

• Experience in working with Galooli hosting software, applications, and gateways

• No pending debts to Galooli

Cost

The training course cost as it appears in your price list

Travel, transfer, accommodation & hosting costs shall be borne by the training course participant.

Terms

Customer rank (A/AA/AAA)

Number of participants in a group (in one of Galooli's support centers): 5

Number of participants in a group (In participant's premises): 15

Duration of training course shall be determined by Galooli following participant's needs and Galooli restrictions

Participants must provide the following details before the training course:

• A detailed list of subjects to be covered, problems, and challenges

• Number of participants, their experience, and role in the company

• When Installation demonstration is required, what asset and its relative location to head office

• Special equipment that is required or missing

• POC for coordination and preparation of training

 .

For more information, please refer to the link - SLA Policy

Recommended Maintenance Practices

To maximize the performance, reliability, and lifespan of the Galooli Solution, adhering to a comprehensive maintenance regimen is crucial. The following are essential preventive and corrective maintenance practices. They are designed to help users and service providers optimize system performance, minimize downtime, and increase return on investment.

Preventive Maintenance

• Regular Inspections

  • Visual Checks: Inspect the physical condition of the RMS hardware, ensuring there are no visible damages or wear and tear.

  • Ducts: Seal all cable ducts to prevent vermin.

  • Connections: Check all cable connections to ensure they are secure and not showing signs of corrosion or damage.

  • Connectors: Check all connections are firm and secure e.g. RJ and Phoenix connectors

• Software Updates

  • Firmware Updates: Regularly update device firmware versions to ensure they have the latest features and security patches.

  • Software Updates: Regularly update device software versions where there are integrations to RMS i.e. Rectifiers and Generator Controllers.

• System Diagnostics

  • Tuning Reports: Run tuning reports to check the health and configurations of the system components.

  • Performance Monitoring: Monitor system performance indicators like availability, summary data of connected sensors and devices to detect any potential issues.

  • Battery Backup Voltage: Utilize available summary fields i.e. Backup Voltage - Max [V] helps in maintaining the health of the battery and protecting against potential hazards associated with battery overcharging.

Corrective Maintenance

• Troubleshooting and Repairs

  • Fault Diagnosis: Use system analytic tools to identify and diagnose faults within the installations.

  • Component Replacement: Replace faulty components such as sensors, cables, or any hardware parts that are not functioning correctly.

• System Reconfiguration

  • Recalibration: Recalibrate fuel sensors to ensure accurate data collection.

• Emergency Response

  • Immediate Repairs: Conduct immediate repairs in response to system alarms or critical failures to restore normal operations as quickly as possible.

  • Emergency Solutions: Implement emergency hardware replacement processes with the customer. If a permanent solution requires significant downtime or parts that are not immediately available, ensure to restore visibility as a bare minimum.

• Data Analysis and Reporting

  • Log Analysis: Analyze system logs to identify patterns or recurring issues that may indicate underlying problems.

  • Incident Reports: Prepare detailed reports on any incidents, including the steps taken to resolve them and recommendations to prevent future occurrences.

• Communication

  • Status Updates: Provide regular updates to relevant stakeholders about the status of maintenance activities and any detected issues.

  • Recommendations: Offer recommendations for improvements based on the insights gained from maintenance activities.

  • Value Reporting: Share system insights to relevant stakeholders to promote feature use.

Best Practices

• Scheduled Maintenance: Establish a regular maintenance schedule to ensure that all preventive measures are consistently applied. Monthly: Inspections during Adhoc visits, Quarterly: Software/ Firmware Updates, Annually: Alarm Tests and System Diagnosis.

• Documentation: Keep detailed records of all maintenance activities, including dates, actions taken, and components replaced. Preferred: JotForm with Forms Gate for data sync to Manager.

• Training: Ensure that maintenance personnel are well-trained and familiar with the specific requirements of the Galooli RMS system. Institute Bi-annual trainings in accordance with Galooli Group recommendation.

• Spare Parts Inventory: Maintain an inventory of spare parts to enable quick replacement of faulty components. 5% of installed base should suffice.

• Continuous Improvement: Regularly review and update maintenance procedures based on new insights, technological advancements, and feedback from maintenance activities.

Training Programs

Galooli offers tailored training programs to enhance the skill sets of our partners, empowering them to maximize the effectiveness of Galooli’s management and tracking tools. Our programs are crafted to align with the unique needs of each partner, supporting them in delivering the highest quality of service to their customers.

Training sessions are available in multiple formats to ensure flexibility and accessibility:

• On-premises training at client locations

• Remote online sessions for technical and sales-oriented skills

Each course syllabus is collaboratively developed based on client needs and requests, ensuring relevance and practical impact.

Training Options:

• Remote Technical & Sales Training: Targeted sessions designed to develop specific technical and sales skills, featuring official certification programs for installers.

• Knowledgebase Access: Full access to Galooli’s Knowledgebase Portal, including user guides, “how-to” articles, and a repository of best practices.

• Public Webinars: Participation in Galooli-hosted webinars on current topics and updates.

• On-Site Training: Available as per agreement, providing a hands-on experience.

• Technical Ticketing Access: For prompt responses to technical queries.

Trainings Terms

The following terms govern Galooli’s training programs:

• Training Duration: The duration will be determined based on the specific needs of the participants and Galooli’s available resources.

• Training Preparation:

  • Prior to training, participants should provide a list of requested topics, existing challenges, and objectives.

  • Specify the required assets for any installation demonstrations, including their location and proximity to the central office.

  • Outline any special equipment requirements or shortages.

  • Identify a Point of Contact (POC) for training coordination.

Trainings Agenda

The training agenda for clients includes both onboarding and ongoing training sessions. Below, the various training programs are detailed according to the type of training:

Onboarding

The onboarding training sessions are designed to provide new customers, whether direct clients or distributors, with the knowledge and tools needed to effectively utilize Galooli solutions. These sessions aim to ensure a seamless transition, enhance system familiarity, and maximize value for the customer. Onboarding training sessions vary slightly between customer types, and the content details are outlined below.

1. High Level Introduction Training (Demo) - One hour

   • Provides a comprehensive introduction to Galooli's software solutions, highlighting the platform's capabilities, core functionalities, and user interface to ensure a smooth onboarding experience.

2. Sales Training - Two hours (Relevant for new distributors)

   • Focused on equipping sales teams with the knowledge and skills to effectively present and sell Galooli's solutions. Includes an overview of key features, unique selling points, and strategies to address client needs.

3. Installation & Configuration Training - Up to 3 hours

   • Hands-on training for setting up and configuring Galooli's hardware and software solutions. Covers best practices, troubleshooting, and step-by-step guidance to ensure optimal performance.

4. High Level Software Training (Following the completed installations) - One hour

   • The training objectives are to present the main applications of Galooli Solution while utilizing the hardware installed during the most recent installation process conducted on-site.

5. Hands-on Training - One hour

   • Increasing familiarity with the system, increasing desire to use it, and refining its value.

     In this training, the focus will be on the user performing the actions in accordance with the trainer

6. Managers Training - One hour

   • The purpose of the training is to present the organization's managers with the capabilities of Galooli's system regarding tasks related to organizational management.

7. Drill Down Training - One hour

   • Comprehensive training covering all aspects of the system, including the Manager application.

Ongoing

Ongoing training sessions are tailored to support customers in deepening their understanding of Galooli solutions and optimizing their usage over time. These sessions focus on addressing specific needs, introducing new features, and refining system workflows to ensure continued success. Ongoing training sessions typically last about one hour on average.

• Advanced Features and Updates Training
  Keeps clients informed about the latest software updates, new features, and advanced functionalities to maximize the solution's potential.

• Performance Optimization Training
  Focuses on strategies to enhance system performance, including tips for fine-tuning configurations and analyzing data for improved decision-making.

• Troubleshooting and Maintenance Training
  Provides in-depth knowledge of common issues and their solutions, ensuring clients can independently resolve minor problems and maintain system reliability.

• Customized Use-Case Training
  Tailored sessions designed to address specific client needs or use cases, demonstrating how to leverage the solution for their unique operational challenges.

• Data Analytics and Reporting Training
  Teaches clients how to utilize reporting tools and analytics to extract actionable insights, monitor performance, and support strategic decision-making.

• Integration and Scalability Training
  Guides clients through integrating Galooli's solutions with other systems and scaling deployments as their needs grow.

• Security and Compliance Training
  Covers best practices for ensuring data security and compliance with industry standards, protecting the client’s assets and operations.

• Refresher Training Sessions
  Regularly scheduled sessions to revisit core functionalities, ensuring long-term retention and effective use of the solutions.

These topics can be adjusted based on your clients' specific needs and the capabilities of Galooli’s solutions.

Trainings Cost

Training costs are structured based on the specific needs and arrangements of each session and will be provided upon request. Costs may vary depending on:

• Client Rank:

  • A - In addition to the free onboarding training sessions, all ongoing training sessions are subject to a fee, with pricing determined by their duration and content.

    AA - In addition to the free onboarding training sessions, up to one day per year (a total of 6 hours) of ongoing training sessions will be provided free of charge. Any additional ongoing training sessions will be subject to a fee based on their duration and content.

    AAA - In addition to the free onboarding training sessions, up to 3 days (a total of 18 hours) of ongoing training sessions will be provided free of charge. Any additional ongoing training sessions will be subject to a fee based on their duration and content.

• Session Type: (Remote, on-premises, or at Galooli’s support centers)

• Customization: Level of customization in the course content and format

All travel, accommodation, and hosting expenses are the responsibility of the customer. To maximize cost efficiency, Galooli recommends remote sessions wherever feasible.

Trainings Request

To initiate a training request for ongoing and onboarding training,complete the training request form.

Our goal is to ensure that each client receives the most effective training method suited to their needs.

Galooli RMS Installation

Hardware (HW) installation is a unique and critical phase in deploying the Galooli solution. Unlike the ongoing remote use of the Galooli solution via web-based or mobile applications, installation is a one-time, on-site process. This phase is vital for ensuring reliable data collection and analysis from connected assets, which is key to the effective use of the Galooli solution. A successful installation helps prevent unnecessary delays and expenses, while also showcasing Galooli’s agnostic capability to connect and retrieve telemetric data from any type of device.

The full documentation can be found at the following link - https://galooli.atlassian.net/l/cp/gN1bLezS

Billing Units

Main Principles

• The monthly billing is based on the units in the organization tree in the system. The customer is responsible for paying for all units on the organization tree.

• It is the customer's responsibility to activate/deactivate units by moving them in and out of the organization tree.

• In the case that the client is restocking units, there is no need to add a line for software fees, rather we will write in the memo that it is for stocking or replacing units

• Units in the "Stock" and "Test" clusters are not chargeable.
  https://galooli.atlassian.net/wiki/spaces/KP/pages/2802417892/My+Cluster#Stock-and-Test-Clusters

Payments In Advance

Please note the procedure below for SOs under lease where we collect a few monthly payments in advance (typically 4-6).

When issuing the SO to the client, you can continue following the same process we've used until now.

However, once we receive a PO, we need to follow the steps outlined in the example below:

Example: This is a deal from June 1, 2024, with a 36-month commitment and 4 months prepaid, for which we need to issue an invoice.

As discussed, we will deduct 4 months from the SO as part of the hardware delivery, move the commitment period to October 1, 2024, and reduce the total commitment to 32 months.

In the memo, include all relevant details (36-month commitment and 4-month prepayment).

If the amount is significant, we open another SO with an item that can be spread over 4 months.

Billing Types

Monthly (MO)

• Billing types - MO, MO2…MO10

• HW - one-time fee

• SW & Service - monthly fees

• No commitment

• If a unit is on an active cluster on the tree for 2 days and up during a month - it is billed

• Commitment Date & Commitment period fields should be zero, but even if there is a value there - it will be ignored in the Billing days count.

Pay As You Go (LE)

• Billing types - LE, LE2…LE10

• HW - monthly fees

• SW & Service - monthly fees

• Mandatory fields

  • Commitment date - future date to activate the unit (if commitment date is left blank, the day the unit moves from STOCK cluster to an active cluster, the commitment date shall be generated automatically and unit shall be activated).

  • Commitment period - the number of months the unit is committed to

• The unit is billed during the commitment period, even if it is located in STOCK or TEST clusters

Annual/Cyclic (AN)

• Billing types - AN, AN2…AN10

• HW - one-time fees

• SW & Service - monthly fees

• Mandatory fields

  • Commitment date - future date to activate the unit (if commitment date is left blank, the day the unit moves from STOCK cluster to an active cluster, the commitment date shall be generated automatically and unit shall be activated).

  • Commitment period

    • the number of months for the billing cycle.

    • Bill shall be issued for the month of the commitment date, every X months set in the commitment period.

    • Bill is for the period in advance

• Commitment Date & Commitment period fields are mandatory fields but If the unit is located in STOCK or TEST clusters, it will be ignored in the Billing days count (unless within the commitment period of the cycle).

Payment Overdue

The following document presents Galooli's policy in cases there is a payment overdue for Galooli's services.

The work process in cases of payment overdue includes alerts to customers about the payment overdue, blocking the use of systems for the organization's managers, blocking notifications to end-users, and finally blocking access to the system for all users.

All decisions and processes depend on the time elapsed from the moment of payment overdue, the type of customer, and the terms of the contract.

Full Service

During a normal routine, all users of the system receive a full service as defined in the contract

Initial Payment Overdue

Depending on the contract of engagement after several notifications and alerts about the overdue, the following consequences will be manifested:

Advanced Payment Overdue

After a prolonged period of delay in payment, all sorts and types of users will be blocked from using the system

Post-debt settlement operations

The release of a block from any organization can take up to 48 hours after the funds are credited to the Galooli bank account.

Account Balance

At any given moment, you can view the balance of the debt via the Manager Application. For more information click here.

Integration Test

Policy for System Integration and Testing

Overview

This policy outlines the principles and expectations for testing sensors, data acquisition devices, local communication systems, and cloud connectivity to ensure system reliability, accuracy, and scalability. These guidelines serve to establish a standard framework for testing procedures across all relevant systems and components.

Sensor and Data Acquisition Standards

• All sensors and data acquisition devices must adhere to strict performance criteria, ensuring the accuracy and reliability of both analog parameters and alarm data.

• Systems must be capable of identifying anomalies or errors in data collection, with mechanisms in place to mitigate such issues promptly.

• A 'Sensor Disconnected' scenario must be identifiable and trigger appropriate system responses, supporting operational continuity and data integrity.

Local Communication Standards

• Communication systems must guarantee accurate and consistent transmission of both digital and analog data, maintaining compliance with expected formats and protocols.

• Data acquisition devices are expected to support and seamlessly integrate with the system’s infrastructure, ensuring no loss or distortion of data.

Cloud Connectivity Standards

• The integrity of data transmission intervals must be validated through reliable logging systems such as Galooli Pro, ensuring compliance with predefined standards.

• Complete data payloads must remain consistent from their origin at the controller level to their destination in the cloud (validated via Galooli Panorama - Live).

• Devices must maintain secure and reliable connections to the cloud, protecting data integrity and enabling uninterrupted service.

Error Handling and Resilience

• The system must demonstrate resilience under adverse network conditions, including poor connectivity or temporary outages, with clear mechanisms for recovery.

• Robust error-handling protocols are required to minimize disruptions and ensure rapid restoration of normal operations.

Scalability Requirements

• The system must sustain optimal performance under maximum load conditions, including the highest possible number of sensors at a single location.

• As operational demands grow, data transmission processes must continue to meet efficiency and reliability benchmarks without compromise.

Compliance and Review

This policy must be reviewed periodically to ensure alignment with technological advancements and operational needs. Any deviations from these standards require approval by the relevant stakeholders.

System Usage

Galooli is fully dedicated to ensuring its customers with a seamless, enjoyable, and efficient experience while using its services. Nevertheless, abusive or excessive use of the company's services may result in limitations on system usage. In exceptional cases, excessive usage may potentially lead to the complete suspension of system access. Galooli reserves the sole discretion to determine what constitutes excessive usage of its services.  

Specifically, Galooli defines non-excessive usage according to the following criteria:  

• Daily Transmissions - up to 3000 per unit. Once a unit has transmitted 3000 times, we will stop saving its transmissions. As a result, only the first 3000 records will be considered in the detailed report and in the calculation of the summary data. On the following day, the count will begin again.

• Daily active events: up to 30 events per unit  

• Email notifications: up to 2 emails per event on average  

• 3rd party daily SMS: up to 2 emails per event on average  

• Daily NOC alarms: up to 10 alarms per unit  

• Daily reports count: up to 10 reports per unit  

• Daily scheduled reports count: up to 50% of the total reports count 

• Scheduled reports size: Reports sized up to 7.5MB will be attached to the email. Reports larger than this will be provided as a download link, which remains valid for 14 days.

• Summary reports scope: up to 365 days  

• Detailed report scope: up to 92 days  

• Daily SDK Queries: up to 8,640

• Embedded Dashboards: Customer will display all attribution that Galooli provides through the services (including branding and logos). Customer will not modify, obscure, or delete such attribution.

• X-Ray parameters per unit: 100  

• Daily OTA upgrades:  

  • For organizations with up to 200 units: 20 

  • For organizations with more 200 units: 1,000 

  • A total organizational upgrade is allowed within intervals of no less than 10 days, regardless of the organization's size.  

• Users and Managers count: up to 1,000  

• Daily Automations: up to 10,000

Galooli reserves the right to change, add, or omit any of the criteria and metrics listed above. Galooli will do its best to notify customers of any changes to the terms and manner of system usage in a timely manner. These conditions apply when excessive system usage stems from intentional customer actions or technical issues, including notification and event configuration issues.

Data Loss

Galooli is committed to providing its customers with the highest standards of service and security. The Galooli Solutions includes cutting edge features and practices designed to maximize asset connectivity and minimize data loss. Following are several policies and conditions associated with the process:

Data Loss During Service Interruptions:

Data loss recognized in this context is specifically due to complete service outages. This encompasses periods when the Software as a Service (SaaS) application is entirely unavailable or its functionality is significantly disrupted.

Cellular Network Downtime:

While Galooli employs strategies to minimize data loss, it is important to acknowledge that Galooli is not responsible for data loss attributable to cellular network instabilities or unforeseen disruptions. The local data storage capability of the Galooli gateway acts as a safeguard against such eventualities, ensuring data preservation during network downtimes.

Mutually Agreed Upon SaaS Maintenance Periods:

Scheduled maintenance periods are essential for the ongoing efficiency and security of the SaaS application. Galooli will proactively communicate with clients regarding these scheduled downtimes to manage expectations concerning temporary service unavailability and the potential for data loss. Importantly, data loss during these agreed-upon maintenance windows is not factored into the overall data loss assessments, acknowledging the planned nature of these interruptions."

Exclusions for Physical Sites Under Maintenance or Known Issues:

Data loss incidents that occur during scheduled maintenance periods or as a result of previously identified issues with the physical infrastructure are excluded from the provider's liability.

Force Majeure Events:

The service may be subject to interruptions from force majeure events, which are unforeseeable and beyond our control. These include, but are not limited to, natural disasters, political unrest, and other significant emergencies. Data loss resulting from such events falls outside the provider's responsibility, given their unpredictable and extraordinary nature.

License Plans

The Galooli software solution includes a number of applications, features, tools, and menus. Each of these capabilities is available to customers depending on the organization's license type that defines which system capabilities will be available to them and which will not.
The full documentation can be found at the following link - License Plan Type

Product’s End Of Life

Galooli may discontinue products for several reasons such as market needs, improvements, innovations, and a need for replacement of old technologies with new ones. The End-of-Life phase refers to the process of retirement of a Galooli product.

Galooli will publish updates throughout the product's end-of-life (EOL) phase. The updates are classified to 3 categories:  End of Sale, End of Support, and End of service life.

The full documentation can be found at the following link - https://galooli.atlassian.net/l/cp/5s3THHRj

Visit our EOL product schedule to learn about Galooli's End-of-Life (EOL) policies and specific EOL products.

Accessibility Statement

Galooli Ltd Accessibility Statement.

Updated: June 2024.

General

Galooli Ltd strives to ensure that its services are accessible to people with disabilities. Galooli Ltd has invested a significant amount of resources to help ensure that its website is made easier to use and more accessible for people with disabilities, with the strong belief that every person has the right to live with dignity, equality, comfort and independence.

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Disclaimer

Galooli Ltd continues its efforts to constantly improve the accessibility of its site and services in the belief that it is our collective moral obligation to allow seamless, accessible and unhindered use also for those of us with disabilities.

In an ongoing effort to continually improve and remediate accessibility issues, we also regularly scan Login-Galooli.com with UserWay's Accessibility Scanner to identify and fix every possible accessibility barrier on our site.
Despite our efforts to make all pages and content on Login-Galooli.com fully accessible, some content may not have yet been fully adapted to the strictest accessibility standards. This may be a result of not having found or identified the most appropriate technological solution.

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Contact Us

If you wish to report an accessibility issue, have any questions or need assistance, please contact Galooli Ltd Customer Support as follows:

Email: accounts@Galooli.com
Phone: +972.3.565.6900