Service Level Agreement

Last Edit: January 12, 2024

Summary

This Service Level Agreement (SLA) impacts all customers and will apply to Edge Signal customers upon contract start date.

The purpose of this SLA is to define Availability levels and operational specifications for the Services and the data reported into the Services. Specifics as to the Services We provide to You are set forth in the Order Form(s) and the Agreement. This SLA is not applicable to unrelated third parties (including Your Customers) or third parties lacking privity of contract with Edge Signal.

Edge Signal will provide the support and maintenance activities described both below and in the Agreement to ensure the Services Exchange and Purchased Services are available for use by You and Your Users, with the cost of these activities being included as part of the subscription fees. As a part of Our service provider responsibilities set forth in the Agreement, We (or Our cloud provider) will, at Our expense, (a) upgrade or enhance Our cloud services and Platform capacity as We deem necessary to provide the Purchased Services; and (b) provide periodic updates, upgrades, and additional features to the Services Consumed. Capacity and Service upgrades and updates will follow the Scheduled Maintenance practices described in this SLA.

The Service Availability specifically excludes (a) Your Application, (b) Internet or other network connections between Your Application and Our Services and (c) any communications protocols or methods supported by the Service that are used to communicate Your Data from a User’s Device to Our Service.

High Availability Targets

Given that the Edge Signal platform is delivered as Software as a Service (SaaS) and the system is continuously monitored by the Edge Signal team, critical incidents are addressed rapidly, and the system architecture is designed for high availability.

Standard	Enterprise
99.9% device uptime	99.9% device uptime

Hours of Operation

Unless otherwise specified in the technical specifications, all non-critical work performed shall be accomplished between the hours of 8:00am and 5:00pm EST, Monday through Friday. No work shall be performed on Saturdays, Sundays, or Federal or Civic Holidays (Canadian) unless permission to work has been requested in writing and approval has been granted.

Standard	Enterprise
Monday to Friday 8am-5pm EST	Monday to Sunday, 24-hour

Self-Service

Overall

Edge Signal provides a wealth of information regarding all maintenance and operational aspects of the Edge Signal platform in the form of a well-structured and searchable knowledge base. Please consult these resources for solutions before contacting support.

Edge Signal Knowledge Base

The Edge Signal knowledge base can be accessed at the following URL: https://docs.edgesignal.io/product-docs/

The frequently asked questions and new releases are updated on a regular cadence. We encourage all users of the Edge Signal platform to review and reference materials from the knowledge base and search for readily-available answers to self-diagnose and speed up incident resolution.

Incident Reporting & Response

Support Contact

Edge Signal provides multiple methods for reporting incidents. The following methods are ordered by preference.

Incident Reporting Method	Contact Details
1. Self-Service: ES Knowledge Base	https://docs.edgesignal.io/product-docs/
2. New Ticket: ES platform account	Log in to your Edge Signal account/access the platform (app.edgesignal.io), open the Help widget and report the issue *note this is not a live chat function*
3. Contact via email	[e-mail]

When submitting an incident, the following information should be provided:

• A detailed description of the problem that is currently being experienced and the functionality being affected; login, exporting reports etc.

• The approximate date and time the problem occurred, and the number of users affected.

• The troubleshooting performed to date and the accompanying screenshot to assist in diagnostics.

• The contact information of the individual making the request/affected by the reported issue.

Incident Classification

Edge Signal applies the following classification to incidents for reporting and review purposes. Changes are subject to regular review and additional fees depending on the frequency.

Incident Type	Description	Example
Question	General questions and use inquiries. No SLA.	“How do I add a device?”
Problem	A reported bug within the system or behavior that is not expected or a change that impacts use.	“I can no longer access a project I was assigned to.”
Feature Request	A request for additional functionality or UI changes. No SLA.	“Please add a field in device details to show…”

Problem Prioritization

After an incident has been reported to Edge Signal and triaged by the support team, a priority level is assigned based on the estimated impact and urgency of the incident. Edge Signal’s response to the issue will be based on the objective of addressing and resolving problems within standard hours of operation.

Impact and Urgency Classification

Impact/Urgency	Description	Example
Urgent	System is unusable. No known workaround exists.	Users cannot log in to platform.
High	System is partially usable.	One feature is not working properly.
Medium	Capability is limited. Workarounds may exist.	Cannot fetch logs but log output can be available via remote commands.
Low	General functionalities are not blocked. Workarounds exist.	Cosmetic UI impairment on platform which doesn't affect usability.

Response & Targets

Priority	Response Time - Standard	Response Time - Enterprise
1 - Critical	12 business hours	6 hours
2 - High	24 business hours	12 hours
3 - Medium	48 business hours	24 hours
4 - Low	No formal response is required.	7 days

Remote Support

For cases requiring more deep investigation, Edge Signal requires the Customer to provide necessary credentials and ephemeral tunnel command generated over Edge Signal platform to access to hosts.

Scheduled Maintenance Practices

Edge Signal is required to run scheduled maintenance at both the platform and device levels. The standard platform and device middleware update procedure does not have any downtime. If the maintenance activity requires downtime, Edge Signal will inform the Customer in advance.

Response

Email Notifications

Email notifications are sent based on the lifecycle of the incident. Formal notifications as they relate to response and resolutions targets are discretionary and based on the priority.