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HomeOK shall record and store only important moment data provided by the customer's gateway and transferred to the cloud services for a period of up to 7 days. HomeOK will adopt proper measures to guarantee data security and a protection level appropriate to the risk concerning confidentiality, integrity, availability, and resilience of services. Data retention shall only be performed by employees or collaborators acting who have access to personal data and agents that have been instructed by HomeOK about the appropriate dealing with personal data and have been contractually subjected to confidentiality. Data is only for use by the customer.
Service Availability: HomeOK’s goal is to provide service availability twenty-four hours per day, seven (7) days per week (referred to as "24x7 Availability") EXCEPT during times of service maintenance as set forth in Section 3d herein. However, the user recognises that 24x7 availability is only a goal, and HomeOK cannot represent or guarantee that such a goal can be achieved.
Service Availability Level Goals: HomeOK shall use reasonable efforts to achieve the target service availability goal of 99.98% network uptime except during scheduled service maintenance ("Service Commitment"). Notwithstanding the foregoing, the customer recognises that the Internet is comprised of thousands upon thousands of autonomous systems that are beyond the control of HomeOK. Routing anomalies, asymmetries, inconsistencies, and failures of the Internet outside of the control of HomeOK can and will occur, and such instances shall not be considered any failure of the 99.98% network uptime. HomeOK actively monitors network uptime, and the results of these monitoring systems shall be the sole and exclusive source of network uptime determination.
Response Time to Error: HomeOK has internal notification tools for cloud service problems. Additionally, the customer may report problems to HomeOK Support. Once notified, HomeOK Support will respond as per the CLOUD SUPPORT POLICY (shown below). Note that these guidelines specify the time to begin investigation of the problem, not the length of time within which such a problem will be resolved.
HomeOK shall provide service maintenance, which may cause errors as defined by the HomeOK SUPPORT POLICY (shown below). HomeOK will use commercially reasonable efforts to limit service maintenance to two (2) hours per month. HomeOK shall notify the named customer contact by Push Notification or Email twenty-four (24) hours prior to performing any service maintenance.
HomeOK shall attempt to schedule Service Maintenance during the times as specified in the Table below. However, it may be necessary for HomeOK to perform Service Maintenance during times other than those specified in the Table below, and HomeOK reserves the right to perform Service Maintenance during times other than those specified in the Table below.
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In the event that HomeOK fails to meet the guarantee stated above (excluding service maintenance during the windows described in Section Service availability), HomeOK will refund 5% of the customer's monthly service fee for each thirty (30) minutes of network downtime experienced, up to 100% of the monthly service fee for those services affected ("SLA Credits").
All SLA claims should be communicated via HomeOK Live Support or email to customer support within seven (7) days of the incident. The notice must include all relevant information, including the account name, gateway MAC code, and a full description of the incident. All SLA credits will be issued as credits against future invoices for services.
In order to qualify for Service Credits, a customer must be current on all payment obligations and not be in violation of the Terms of Service, Acceptable Use Policy, or any other policies and procedures of this Agreement.
No Service Credits will be given for service interruptions: (i) caused by the action or failure to act by the customer; (ii) due to the failure of any equipment or software provided by the customer; (iii) which are the result of scheduled maintenance, (iv) due to a force majeure event, (v) for which the customer is entitled to a SLA Credit for the same or contemporaneous Service Commitment failure; or (vi) resulting from the customer’s breach of the Terms of Service, Acceptable Use Policy or any other policies and procedures of this Agreement.
The total cumulative SLA Credits during any given month shall not exceed the customer's monthly fee for those services affected.
Incident reports are handled via our Zendesk Customer Support System located at the Support desk. This gives you access to Live Support or to submit a ticket. We prioritize tickets by severity, and handle issues where a service is completely unavailable before tickets where a service is slow, and those before general questions about our service or general advice.
Shown below is a guide to the HomeOK Severity Levels.
The Ticket Response Goals specify the time to begin investigation of the problem, not the length of time within which such a problem will be resolved:
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The goal of the HomeOK Support Team is to provide specific support around the features and functionality of the HomeOK platform. Our support team may require the activation of the support slide in the App in order to access the CMCP to service assist or diagnose service issues (Note: at no time can a support agent see the customer's images, only raw data). We will do our best to help any subscriber with their issues to the best of our abilities.
Customers receive priority support, with responses for all levels occurring 24x7, irrespective of business hours.
For any customer-specific communications about site issues or security issues, we will use the contact information we have on file for you.
Intra Technologies Reserves the right to update the service agreement at anytime
Copyright ©2018 Intra Technologies UK Ltd. All rights reserved.
Updated by The Legal Department of Intra Technologies UK Ltd. on 10th February, 2020
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