Policy Service Level Agreement

System Availability

AirEye system comprise of the Dome System which is a software as a service system and Halos, hardware sensors that installed at customer sites. The customer is required to provide stable internet communication (either through WiFi or LAN) to the Halo sensors in order that the Dome System will be able to collect the information from the Halos and process it.

AirEye will use commercially reasonable efforts to make its Dome system available to Customer for 99.9% of all Scheduled Availability.

“Scheduled Availability” shall be defined as 24 hours a day, 7 days a week, excluding any Downtime resulting from or in connection with: (i) any unauthorized use of the Service by Customer, (ii) scheduled maintenance; (iii) any conditions beyond AirEye’s reasonable control, including but not limited to internet outages or outages in connection with Customer’s network or internet access; or (iv) any Amazon Web Services Downtime or scheduled maintenance. All scheduled maintenance will be conducted following at least forty-eight (48) hours advance notice.

“Downtime” shall mean a failure to access the Service (Dome System).

Halo connection failure – Halo/s that is/are not able to connect to the Dome System is not considered as Downtime.

Halo technical failure – in case of Halo technical failure, AirEye will send a replacement unit and the Customer shall replace the faulty unit.

Customer Service and Technical Support

AirEye personnel will be available to answer questions and otherwise assist in troubleshooting problems that may occur in the day-to-day running of Dome System. e-mail support will be available during regular local working days and hours by contacting customer services – [email protected] or by phone:

Israel: +972 73 3808729
United States: +1 888 843 5199
United Kingdom: +44 808 189 6472

Call received after working hours may forwarded to a mobile phone and best efforts will be made to answer / action the call, however, there will be a backup answer phone service.

Problem Classifications; Responsiveness

Customer may contact AirEye Support via email, or phone to receive technical support.

A “problem” is a defect in the accessibility or performance of a function or component of the Service that had initially performed correctly. Once there has been notification of the problem, AirEye shall promptly log the problem. Such logs shall be maintained throughout the term of the Agreement. Problem severity will be determined by using the following as a guideline and resolution will be provided by AirEye in accordance with the following criteria and tracked on a case-by-case basis.

Problem Severity Description of Problem Response Time to Customer
Critical Critical production issue that severely impacts Your use of the Service. The situation halts your business operations, and no procedural workaround exists. 2 hour
Major Major functionality is impacted, or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists. 4 hours
Minor There is a partial, non-critical loss of use of the Service with a medium-to-low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable Next Business Day

In case that the Customer believes that the Problem Severity is Critical, he should write it in the e-mail subject.

Should a Critical problem not be patched or fixed within a reasonable period, AirEye shall dedicate a full-time resource qualified to address the situation until resolved. This resource shall provide a detailed fix plans and periodic updates.

 

Updated: December 29, 2021