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.

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

• Sales Training (Two hours)
  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.

• Software High-Level Introduction Training (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.

• 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.

• POC (Proof of Concept) Training (One and a half hours)
  A focused session to guide clients through the process of setting up and evaluating a proof of concept. Demonstrates the solution's value in real-world scenarios to ensure alignment with business objectives.

Ongoing

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 participant. To maximize cost efficiency, Galooli recommends remote sessions wherever feasible.

Discounts or bundled pricing may be available for recurring sessions or multiple participants from the same organization.

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.
  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

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.  

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

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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.

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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