UnaConnect Services Level and Support Policy

This UnaConnect Services Level and Support Policy (the “Policy”) is a policy governing the use of UnaConnect Services and applies separately to each account.  This Policy supplements the UnaConnect Services, or a written agreement executed by UnaBiz (each, the “Agreement”), which contains our services commitment, how it works, target response times, and coverage for such service.  This Policy will control in the event of a conflict with the Agreement relating to additional services. Capitalized terms used herein but not defined herein shall have the meanings set forth in UNACONNECT TERMS AND CONDITIONS, or the Agreement.

1. Service Level Commitment

1.1 Service Availability. UnaBiz will use commercially reasonable efforts to make UnaConnect Services available with an Annually Uptime Percentage of at least 99.00% for each agreed region, during any billing cycle (the “Service Commitment”).  In the event that the UnaConnect Services does not meet the Service Commitment, you will be eligible to receive a Service Credit as described in Section 3.1 of this Policy.

1.2 Calculation method. The Service Availability of UnaConnect Services is calculated as follows:

2. Services Support

2.1 When the Customer detects an incident that affects the availability of Features of UnaConnect Services, the Customer shall contact UnaBiz without unreasonable delay via UnaBiz’s service desk at https://support-agents.sigfox.com/servicedesk/customer/portal/2, and take all necessary actions under its responsibility and to its best knowledge, particularly rule out the cause attributable to the Customer.

2.2 It is being specified, the Customer shall base on the applicable agreement with UnaBiz or the Reseller, request the services support according to the Features categorized in Appendix 2 of this Policy, Service Features and Priority Level when the provided UnaConnect Services is unavailable.

2.3 Upon receiving the Request for services support via UnaBiz’s service desk, UnaBiz will, on its sole decision to identify the incident and its Priority Level pursuant to Appendix 2 of this Policy and inform the Customer accordingly.

2.4 Incident Management. According to Appendix 2 of this Policy, all incidents are assigned the priorities and will be processed at the following estimated time frame.

2.5 Services Support may perform remotely via phone, screen shares, tickets, chat and other electronic means and will not include travel to or time spent on your site and does not include any software or software upgrades.  For the avoidance of doubt, services not included in the offering details or Agreement are not Services Support.  The offering details and features are subject to change in accordance with the process set forth for changes to our policies in the Agreement.

3. Service Credits

3.1 Service Credits are calculated as a percentage of the total charges paid by you for UnaConnect Services in the affected agreed region for the billing cycle in which the Annually Uptime Percentage fell within the ranges set forth in the table below:

3.2 We will apply any Service Credits only against future UnaConnect Services payments otherwise due from you.  At our discretion, we may issue the Service Credit to the credit card or other payment method you used to pay for the billing cycle in which the Service Commitment was not met.

3.3 Service Credits will not entitle you to any refund or other payment from UnaBiz.  A Service Credit will be applicable and issued only if the credit amount for the applicable yearly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account.

3.4 The maximum aggregate number of Service Credits issued by UnaBiz to customer for all Downtime Periods in a single billing period will not exceed 50% of the amount due from customer for the UnaConnect Services for the applicable period.

3.5 Unless otherwise provided in the Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide UnaConnect Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this Policy.

4. Credit Request and Payment Procedures

4.1 To receive a Service Credit, you must submit a claim by contacting us at [email protected]. To be eligible, the credit request must be received by us within 30 days from the time you become eligible to receive Service Credits, and must include:
(a) the words “UnaConnect Services Level and Support Credit Request” in the subject line;
(b) the dates, times, and agreed regions (if applicable) of each lack of Availability incident that you are claiming;
(c) the affected UnaConnect Services and accounts;
(d) the billing cycle with respect to which you are claiming Service Credits;
(e) your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

4.2 If the Annually Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the year in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.

5. Exclusions

5.1 The Service Commitment does not apply to any unavailability, suspension or termination of UnaConnect Services, or any other UnaConnect Services performance issues:
(a) caused by factors outside of our reasonable control including any force majeure event or Internet access or related problems beyond the demarcation point of UnaConnect Services;
(b) that result from any voluntary actions or inactions by you or any third party, including but not limited to scaling of provisioned capacity, misconfiguring security groups, disabling encryption keys or making encryption keys inaccessible, etc.);
(c) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control);
(d) that result from you not following any guideline we provided, or violate the Restriction defined in UNACONNECT TERMS AND CONDITIONS; or
(e) scheduled maintenance activities on the UnaConnect Services to keep the Service running (e.g., regular service tests), correct possible errors in the system, or ensure Service continuity, which has reasonably informed the Customer.
(f) arising from our suspension or termination of your right to use UnaConnect Services in accordance with the Agreement.

5.2 If availability is impacted by factors other than those used in our Annually Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

Appendix 1

Schedule of Definitions

The following terms shall have the meanings set forth below when used in this Policy:

1. “Annually Uptime Percentage” means total number of minutes in a year, minus the number of minutes of Downtime suffered from all Downtime Periods in a year, divided by the total number of minutes in a year.
2. “API” means an application program interface.
3. “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by UnaConnect Services that do not fail with Errors and relate solely to the provisioned UnaConnect Services. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
4. Business Days / Hours refer to 9:00 AM to 6:00 PM, Monday through Friday, Taiwan Time, not including statutory holidays in Taiwan.
5. “Downtime” means more than a ten percent Error Rate.
6. “Downtime Period” means a period of one or more consecutive minutes of Downtime. Partial minutes or intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.
7. An “Error” is any Request that fails due to an UnaConnect Services internal service error.
8. “Features” means the function provide by UnaConnect Services as specified in Appendix 2.
9. A “Request” is an invocation of an endpoint of any API of UnaConnect.
10. A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.

Appendix 2

Service Features and Priority Level

UnaConnect Services are online, subscription-based services, and that in order to provide improved  customer experience we may make changes to the UnaConnect Services including the categories, features,  and priority levels in this appendix, and we may update the applicable documentation or published content  accordingly.

Last updated: November, 2023.