| Table of Contents | ||||||||||
|---|---|---|---|---|---|---|---|---|---|---|
|
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.
...
For more information, please refer to the link - SLA Policy
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.
...
Remote technical and sales-oriented training sessions
Full access to Galooli Knowledgebase Portal including, user guides, “how-to” articles, and more
Participation in Galooli public webinars
Per need and agreement between the parties on-site training
Access to the ticketing systems for all technical inquiries
Training Eligible
...
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
...
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
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.
Our preference is for online self-learning training.
Depending on the client type, there is also eligibility for frontal training if necessary and at Galooli's discretion.
For ongoing training please fill out the next form, and for onboarding training, please contact your Galooli customer manager's representative.
Payment Overdue
...
The following document presents Galooli's policy in cases there is a payment overdue for Galooli's services.
...
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 |
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.
| Panel | ||
|---|---|---|
| ||
A blocked account will only be released after all invoices that have passed the due date have been paid in full, not just the one particular invoice. |
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
...
Unit Testing for Sensors and Data Acquisition Device
Test each sensor individually to ensure it is providing accurate and reliable data (analog parameters & alarms).
Check for any anomalies or errors in data collection.
Simulate a 'Sensor Disconnected' scenario and check for the proper indication from the system.
Local Communication Testing
Ensure that the data is transmitted accurately and in the expected format.
Verify that the data collection device can handle both digital and analog data.
Cloud Connection Testing
Ensure Data transmission interval are accurate by reviewing the logged transmission time (via Galooli Pro)
Ensure that the full data payload is identical to the data collected by the control ( compare controller reading with Galooli Panorama - Live).
Ensure that the device responsible for sending data to the cloud can establish a secure and reliable connection.(Galooli Panorama - Live)
Test data transmission to the cloud to confirm that the server is receiving the correct data (Check ECS logs via Kibana solution).
Error Handling Testing
Simulate scenarios where the network connection is poor or temporarily unavailable.
Test how the system handles and recovers from communication failures or interruptions.
Scalability Testing
Test the system's ability to handle the maximum scenario (MAX number of sensors in a given location) .
Ensure that the data transmission process remains efficient and reliable as the system scales.
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.
...
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:
...
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 Policy
...
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.
...