Connectivity Management Global Service Support Program
v1 [17 Nov 2020]

Pelion Connectivity Management Global Service Support Program

Introduction   

This Pelion Connectivity Management Service Support Program document describes Arm’s service level obligations in relation to the Arm Connectivity as a Service (CaaS) provided by Arm to Customer pursuant to an Order Form, under which Customer acquired its rights to use the Service. This Pelion Connectivity Management, Service Support Program document is subject to the terms of the Agreement (as defined in the Pelion Connectivity Management Terms of Service). https://www.pelion.com/terms/     

This Service Support Program document may be updated from time to time.    

Definitions   

If not defined below, capitalized terms used in this Arm Service Support Program document will have the meanings set out in the Agreement.      

Downtime Exceptions” means any period when the Service is not available for ordinary use, due to any of the following:    

a) Scheduled Downtime.    

b) Emergency Maintenance.     

c) a force majeure event as defined in the Pelion Connectivity Management Terms of Service at https://www.pelion.com/terms/   

d) any act or omission by or on behalf of the Customer.      

e) any Incident with any system or technology not within Arm’s control (including without limitation, any Incident associated with the Customer’s ISP, the internet, the Customer’s networks, Customer’s M2M Devices).     

f) any suspension or termination of the Service by Arm in accordance with the Agreement.     

g) use of any attachment, hardware, software, or device in connection with the Service.      

h) misuse of the Service, or any use of the Service that is not in accordance with this Agreement.     

i) use of the Service through any systems other than Arm’s and Customer’s.       

j) attempted use of the Service when the device has no network coverage.   

k) failure to implement suitable redundancy measures.    

Emergency Maintenance” means activity taken by or on behalf of Arm in order to investigate and/or remedy any actual or potential emergency issue or security threat, including without limitation where any Customer hardware and/or software behaves in a manner that threatens the proper functioning or integrity of the Service (e.g. through aggressive connection attempts).      

Incident” means a failure of the Service to perform in accordance with this Agreement, that is reproducible or verifiable by Arm and characterized by one of the severity levels described in clause 3.7    

Incident Resolution” means a remedy that resolves an Incident and brings the Service back to operational status in accordance with the Agreement, applicable Order Form, and specifications.     

Incident Response” means an acknowledgment by Arm (by phone, email or ticketing platform) of a request for support made by the Customer to Arm in accordance with this Support Program, or a notification (phone, email, or ticketing platform) from Arm to the Customer in those cases where Arm discovers the Incident.     

Scheduled Downtime” means maintenance or similar work carried out by or on behalf of Arm in relation to the Service, which is notified to the Customer in advance, at https://connectivity-status.pelion.com/ including without limitation, any planned network maintenance. Scheduled Downtime for non-Arm resources will be at such time as Arm’s supplier or sub-contractor may require, and Arm shall provide notice of the same in advance insofar as reasonably possible.     

Service” means the Pelion Connectivity Management service (which includes access to the Pelion Connectivity  Management Portal) as further described in the applicable Documentation to be provided by Arm to Customer under the Agreement, together with Service Support and any applicable Value-Added Services (other than Connectivity Value Added Services).   

Unscheduled Downtime” means any time where the Service is unavailable which is not the result of a Downtime Exception.    

Uptime” means the percentage of time during a calendar month, during which the Pelion Connectivity Management platform and associated APIs are available for ordinary use, provided that for the purposes of calculating Uptime, the Downtime Exceptions shall be ignored. The Service shall not be considered ‘available for ordinary use’ if it cannot provide service in five or more consecutive minutes. Uptime targets shall be as follows:   

Pelion Connectivity Management Platform and API’s target uptime ≥ 99.95% per calendar month   

Uptime % = (Total minutes in month – Unscheduled Downtime minutes) x 100   

                                                     total minutes in month                                                                          

Service Support   

3.1 During the Term, Arm will provide technical support to Customer in respect of Incidents related to Customer’s regular use and general management of the Service, as set out in this Support Program (“Service Support”).    

3.2 Service Support shall be provided in English and primarily by email, Support Ticket, or telephone, unless otherwise agreed by the Parties in writing, and the Service Support does not, unless expressly agreed by Arm in writing, include any travel to any Customer or other sites.    

3.3 Arm will provide notice of any service impacting Scheduled Downtime, Emergency Maintenance, or Unscheduled Downtime via our Statuspage at https://connectivity-status.pelion.com/ Please register and subscribe to updates.   

3.4 During the Term, the Customer may submit requests to Arm for help or advice (“Requests for Support”), or report  Incidents encountered with the Services (“Reported Incidents”), as described below. For Reported Incidents, the Business Hours apply, with the exception of Severity 1 or Severity 2 Incidents, as defined in section 3.7 below, which will be supported 24 hours per day, 365 days per year.   

   Free Arm IoT Starter SIM Customer  (US Only)  Enterprise Customer  
Technical Support   24×7 Access to help documentation: https://pelion.com/docs/connectivity  24×7 Access to Pelion Technical Support. Email,  Support Ticket & Phone.   
Who Can Open Cases   N/A   Unlimited Contacts &  Unlimited Cases   
Technical Support  Escalation   N/A   Yes   

3.5 Method of Contact   

3.5.1 Requests for Support and reporting of Incidents by an Enterprise Customer must be made using the following methods:   

  • Directly from the Pelion Connectivity Management platform  

Free Arm IoT Starter SIM Customers should refer to online help documentation at https://pelion.com/docs/connectivity    

3.5.2 Arm will assign a unique case number for all Reported Incidents and Requests for Support.   

3.6 Content    

 Reported Incidents should include:     

a) Name and contact information of the person reporting the Incident.     

b) Description of the Incident and symptoms, including date/time incident first observed; exact location of incident, if applicable; and ICCID number(s) of SIM(s) involved, if applicable.    

c) Steps taken to attempt to resolve the Incident; and    

d) An email address for service notifications and a list of names and phone numbers of Customer employees who have been designated to provide assistance and support (“Support Contacts”).  The Customer may change the names and numbers of the Support Contacts at any time via the Pelion Connectivity Management platform.   

3.7 Incident Classification & SLAs   

Customer will classify each Incident as Severity 1, Severity 2, Severity 3, or Severity 4, based on the impact to the   

Customer business, as defined below:      

a) Critical – Severity 1 Incident is an Incident that causes a complete outage of the service where no terminals can connect to the Service to transmit or receive data, or a complete outage of the Pelion Connectivity Management platform where no Customer users can access or use the Service.    

b) Major – Severity 2 Incident is an Incident that causes a significant failure or degradation in performance of the Service. The situation is causing a high impact to portions of the customers solution and no reasonable workaround exists.   

c) Minor – Severity 3 Incident is an Incident that causes a minor failure or degradation in performance of the Service that is non-critical. Short term workaround is available, but not scalable.   

d) Cosmetic – Severity 4 Incident is an enquiry regarding a routine technical issue, information requested on solution capabilities or configuration, or a bug affecting a small number of users. Workaround is available.   

Arm reserves the right to reclassify Incidents if they are found to not be in line with these definitions. Any dispute in classification can be escalated in clause 3.10. If any Incident which is Severity 2 or Severity 3 is deemed business critical, then the escalation process should be invoked, and it may be reclassified as Severity 1 by Arm.     

3.8 Response Time Targets for Incidents    

Upon receipt by an Arm of a Reported Incident from the Customer, Arm will use commercially reasonable efforts to provide a response within the time frames outlined below:   

Severity Level   Target Response Time   Contact Method    
Severity 1   <= 1-hour response   Support ticket and telephone call,   
Severity 2   <= 4-hour response   Support ticket and telephone call,   
Severity 3   <= 8-hour response   Support ticket   
Severity 4   <= 24-hour response   Support ticket   

3.9 Assistance    

At least one (1) Support Contact shall be available during the Target Response Time to explain and/or describe the Incident and provide any other assistance required by Arm. Timely resolution of the Incident may require the Customer to provide supporting evidence of the Incident, and the Customer will reasonably cooperate in such efforts.   

3.10  Escalation Procedure     

3.10.1 If Arm does not respond to a Reported Incident within the time frames described above, the Customer may file an escalation request in the Ticket System to request an escalation after the time periods indicated in the table below:   

Escalation Level   Escalation Contact   
Level 1   Technical Support  Team   
Level 2   Technical Support  Team Manager   
Level 3   Service Delivery  Manager   
Level 4   Senior Service   Delivery Manager   

3.10.2 In the event that Arm reclassifies the severity of an Incident pursuant to clause 3.7 and Customer does not accept the reclassification, the Customer may file an escalation request in the Ticket System.  Arm shall respond to such a request within the Target Response Time for the severity level requested by Customer.