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 - https://galooli.atlassian.net/wiki/spaces/KP/pages/3038839373

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

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

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

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.

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 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  

• 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 - https://galooli.atlassian.net/wiki/spaces/KP/pages/3025502227

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.