Service Level Agreement

This document complements the Endress+Hauser Master Service Agreement for the provision of Netilion and the related digital services.

Service performance

Availability

Endress+Hauser will use commercially reasonable efforts to make the services available with a monthly uptime of 99.9%.

Maintenance

The given availability excludes planned downtime due to, for example, maintenance. Planned downtimes are announced in advance per email and published on http://status.netilion.endress.com

Service support

Eligibility to service support

Endress+Hauser provides a FAQ site available on https://help.netilion.endress.com. This resource provides answers to common questions and guide on using the Endress+Hauser’s services.

Netilion users with an active and valid paid subscription are entitled to additional personalized support from the Endress+Hauser support team.

Scope

The Endress+Hauser service support described in this Service Level Agreement is limited to the services described in the corresponding Definition of Service. The service support is aimed to:

  • Identifying problems preventing accessing the subscribed services
  • Providing remote assistance for resolving the problems relating to the functionality of the services

The service support does not extend to:

  • Developing customer specific functions
  • Tailoring the services the customer needs
  • Training on the usage of the services
  • Support on topics which are the customer responsibility, like internet access of field network connection
  • Instrument related support
  • Any other services not listed in this documentation

Access to service support

The Endress+Hauser service support can be contacted through the support function for users with an active paid subscription. The information related to the support requests are communicated through this portal.

Availability of service support

Service support requests may be submitted at any time. The Endress+Hauser service support maximum response time is 24 hours from the creation of the support request, excluding weekends and bank holidays at the seat of contracting entity of Endress+Hauser.