What support does XY Sense offer?

Product warranty

Product warranty is dependent on the type of payment model. XY Sense standard warranty applies to the following models: 

• HaaS (Hardware as a Service) - the term of the subscription.
• Capex - 1 year, Options servicing subscription can be purchased.

Planned Maintenance Outages

If there are any planned outages by XY Sense for maintenance reasons, these will be communicated to customers with a minimum of 14 days’ notice.

Active Monitoring of Hardware

XY Sense actively monitors all hardware and has inbuilt notification tools to report if any hardware is faulty. Our engineering team is automatically alerted and we have internal engineering processes in place to manage hardware alerts, test their status, and restart/update if deemed necessary.

Over the Air (OtA) Updates

In the case where we are alerted that hardware is down, we will re-power the sensor and/or send an OtA update to bring the hardware back online. If we have not been able to reset the hardware remotely back to an operational status the service levels apply.

Support Requests

Customers can raise a support ticket through the web app or by emailing [e-mail]

Standard SLAs

Priority Level	Description	Target Resolution Time
Level 1	The Platform cannot be accessed.	Within 1 Business Day
Level 2	The Platform is accessible, but the Error materially hinders the use of the Products	Within 2 Business Days
Level 3	The Error affects a non-critical business and/or a reasonable workaround has been provided by XY Sense	Within 20 Business Days