Service Level Agreement

Software Upgrade & Patch

Genians will provide software upgrade and patches to customers who purchase valid maintenance service or subscribe to the cloud services.

At least 2 updates per year are provided to improve the function. (Including Major version upgrades)
At least 4 updates per year are provided to fix errors.

Technical Support Services

Standard Online Support Service

The service will be provided by Genians via Email, Slack, and Online forum at Genians.com. The following services are included in the subscription fee.

Public Channel
- Answers (Online forum) on genians.com
- Slack Channel (#qna)
Private Channel
- Email
- Dedicated Slack Channel
- Remote control (if needed)
Support hours
- 24x5 (Monday~Friday)
Initial Response Time
- Level 1 (Critical Business Impact): Within 4 Hours
- Level 2 (Significant Business Impact): Within 8 Hours
- Level 3 (Minimal Business Impact): Within the next business day

Advanced Support Services

Advanced or additional services like on-site visit, 24x7 can be provided by Genians certified partners. Learn more https://www.genians.com/with-partners/

Service Availability (Cloud-managed only)

Service Uptime

Genians will guarantee to manage Genians Cloud-based Services (Policy Server, Device Platform Intelligence) 99.9% uptime during the subscription period. If Genians fails the service uptime, Service Credit (See the table below) will be applied to the following subscription month/year (or any subsequent month/year)

Service Availability Level	Service Credit
99.8% - 99.0%	10% of total subscription fees applicable to month/year in which failure occurred
98.9% - 98.0%	20% of total subscription fees applicable to month/year in which failure occurred
98.9% - 98.0%	30% of total subscription fees applicable to month/year in which failure occurred
Below 96.0%	50% of total subscription fees applicable to month/year in which failure occurred

Customer must inform any issues related to the service uptime immediately to Genians online support team via Slack or Email. Customer must inform Genians online support team within thirty (30) days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with these service credit request terms will forfeit Customer’s right to receive a Service Credit.

Software Upgrade & Maintenance

Genians will inform customers via status page or Email in advance for the purpose of the following reasons:

Upgrading the software on a regular or irregular basis
Maintaining the system for the purpose of improving functionality and providing stable service.

Service Incident & Scheduled Maintenance Communication Policy

This policy defines the standards and channels for communicating service availability events (maintenance and incidents) to customers. The service

Notification Policy by Type

	Scheduled Maintenance	Service Incident
Email Notification	Sent	Not Sent
Status Page	Maintenance schedule registered	Incident automatically displayed
Post-Event Management	Maintenance schedule removed	Incident report and root cause analysis published

Scheduled Maintenance

Notification Criteria: Email will be sent when service interruption is expected to last more than a few minutes.
Notification Timing: At least 3 days in advance. In cases requiring immediate action, maintenance will be performed without prior notice.

Service Incident

Notification Criteria: Real-time incident status will be published through the status page.
Post-Incident Report: After incident resolution, root cause analysis and remediation actions will be documented and published on the status page.

Genians Appliance

Customer can use either their own hardware or Genian |product_name| Appliances. The following services are provided only to the customer who purchases Genian |product_name| Appliances.

Warranty

Genians provides 90 days warranty. Once the failed appliance is received by Genians, the repaired device will be shipped within two days.

Extended Coverage

Basic Care (BC)
- Once the failed appliance is received by Genians, the repaired device will be shipped within two days.
Instant Replacement (IR)
- Basic Care Included
- Genians will ship replacement appliances in advance once the appliance fault is confirmed by Genians.
- If the customer purchases an IR program for four consecutive years from the time of appliance purchase, Genians provides new appliance.