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.

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.
https://galooli.atlassian.net/wiki/spaces/KP/pages/2617409565

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.

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.

Open

Open

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

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.