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Service Level Agreement

Checkit Customer Support Services

Contacting Checkit Customer Support

Checkit CAM+ Medical/Healthcare/Pharmaceutical

Channel Contact Detail Hours of Operation
Email tutelasupport@checkit.net 24/7/365
Web Form www.checkit.net/support/raise-a-ticket 24/7/365
Telephone +44 (0)1252 406 361 * 24/7/365
Telephone (US) +1 (0)941 462 1067 * 24/7/365

Checkit CAM/CWM Retail/Hospitality

Channel Contact Detail Hours of Operation
Email help@checkit.net 24/7/365
Web Form www.checkit.net/support/raise-a-ticket 24/7/365
Telephone +44 (0)1252 406 399 * 24/7/365

Checkit CBM Retail/Hospitality

Channel Contact Detail Hours of Operation
Email supporthub@checkit.net 24/7/365
Web Form www.checkit.net/support/raise-a-ticket 24/7/365
Telephone +44 (0)1252 406 399 * 24/7/365

* Calls are recorded for quality and audit purposes.

Service Level Agreements

The tables below outline Checkit's service level agreement (“SLA”) targets.

Platform Services

SLA Details
Scheduled maintenance: 30 days' notice Applicable where maintenance impacts your ability to use Checkit.
Urgent maintenance may require shorter notice periods.
Platform uptime: 99.9% % of time per month that live data from sensors and apps are available and alarms are delivered to you within five minutes of alarm being generated.
Monitoring data availability: 100% Number of sensor readings recorded in cloud (after backfill) / number expected.
Excludes readings lost due to customer site issues such as network, sensor placement, power loss etc or for other factors beyond our control.
Data retention: for duration of customer contract, unless agreed otherwise Checkit CAM+ data is available on the customer CAM+ web platform for at least three years. Checkit CAM data is available on the customer cloud control centre for 12 months. Archived data is available on request.
Data Backfill: within one Business Day from customer raising a request ticket Data is usually backfilled automatically within 48 hours. Customers may raise a ticket to request urgent backfill or to investigate missing data.

Checkit CAM+ Customer Service and Alarming

SLA - Automated Details
Alarm records Alarm records are retained for the duration of the customer contract.
Premium alarms call recordings are held for one year and are then deleted.
Standard alarming: alarm sent by email and/or SMS within five minutes of receipt of alarm (24/7/365) Details of alarm incident contained within alarm notification and records made available to customer.
Premium alarming: alarm called through to keyholder(s) by Checkit's automated alarming service within five minutes of receipt of alarm (24/7/365)
  1. If the automated call is answered by the keyholder, details of alarm incident passed verbally and a follow up email and/or SMS is sent to confirmation address(es) provided by you. Incident closed.
  2. If call not answered within 60 seconds, a new call is made to the next keyholder contact. If this call is not answered within 60 seconds, the next contact will be contacted until the call is answered or your keyholder list is exhausted.
  3. If none of the keyholders answer, the alarm incident details are sent by email/SMS to your defined contacts by email/SMS and the incident shall be closed.
SLA - Manual Details
Alarm records Alarm records are retained for the duration of the customer contract.
Premium alarms call recordings are held for one year and are then deleted.
Standard alarming: alarm sent by email and/or SMS within five minutes of receipt of alarm (24/7/365) Details of alarm incident contained within alarm notification and records made available to customer.
Premium alarming: alarm called through to keyholder(s) by Checkit's automated alarming service within five minutes of receipt of alarm (24/7/365)
  1. If the automated call is answered by the keyholder, details of alarm incident passed verbally and a follow up email and/or SMS is sent to confirmation address(es) provided by you. Incident closed.
  2. If call not answered within 30 seconds, a new call is made to the next keyholder contact. If this call is not answered within 30 seconds, the next contact will be contacted until the call is answered or your keyholder list is exhausted.
  3. If none of the keyholders answer, the alarm incident details are sent by email/SMS to your defined contacts by email/SMS and the incident shall be closed.

Checkit CBM Customer Service and Alarming

SLA - Automated Details
Alarm records Alarm records are retained for the duration of the contract.
Premium alarms call recordings are held for one year and are then deleted.
Standard alarming: alarm sent by email and/or SMS within 30 minutes of receipt of alarm (24/7/365) Details of alarm incident contained within alarm notification and records made available to customer.
Premium alarming: alarm called through to keyholder(s) by Checkit's automated alarming service within five minutes of receipt of alarm (24/7/365)
  1. If the automated call is answered by the keyholder, details of alarm incident passed verbally and a follow up email and/or SMS is sent to confirmation address(es) provided by you. Incident closed.
  2. If call not answered within 60 seconds, a new call is made to the next keyholder contact. If this call is not answered within 60 seconds, the next contact will be contacted until the call is answered or your keyholder list is exhausted.
  3. If none of the keyholders answer, the alarm incident details are sent by email/SMS to your defined contacts by email/SMS and the incident shall be closed.
SLA - Manual Details
Alarm records Alarm records are retained for the duration of the customer contract.
Premium alarms call recordings are held for one year and are then deleted.
Standard alarming: alarm sent by email and/or SMS within five minutes of receipt of alarm (24/7/365) Details of alarm incident contained within alarm notification and records made available to customer.
Premium alarming: alarm called through to keyholder(s) by Checkit's automated alarming service within five minutes of receipt of alarm (24/7/365)
  1. If the automated call is answered by the keyholder, details of alarm incident passed verbally and a follow up email and/or SMS is sent to confirmation address(es) provided by you. Incident closed.
  2. If call not answered within 30 seconds, a new call is made to the next keyholder contact. If this call is not answered within 30 seconds, the next contact will be contacted until the call is answered or your keyholder list is exhausted.
  3. If none of the keyholders answer, the alarm incident details are sent by email/SMS to your defined contacts by email/SMS and the incident shall be closed.

All Checkit Products - Support Ticket Priorities and Target SLAs

Priority Description Checkit Examples Target Response Time Target Remote Resolution Time
Priority 1
P1 Critical		 Complete service outage or a severe degradation that affects all customers or business-critical functionality.
  • Checkit platform/web services completely unavailable.
 1 hour
24/7/365		 8 hours
24/7/365
Priority 2
P2 High		 Service outage affecting some customers or degradation of a service across all customers with the ability to still operate critical services and potentially deploy workarounds/mitigations or specified service requests where urgent.
  • Checkit platform/web services unavailable for some (not all) customers.
  • Some Checkit services are only partially working or are materially slower than usual for all customers.
  • A single Checkit service is unavailable affecting all customers.
 2 hours
24/7/365		 24 hours
24/7/365
Priority 3
P3 Medium		 A non-critical Checkit service is unavailable or egraded impacting some customer sites or individual customer locations experience Checkit hardware or software failure that prevents normal operation and needs remote diagnosis and recovery or service requests with a high priority.
  • Non-business critical Checkit service unavailable for some (not all) customers.
  • A Checkit service is only partially working or is slower than usual for some (not all) customers.
  • A single Checkit service unavailable for a customer.
  • Individual customer site has a software or hardware fault with Checkit impacting their business operation. Workarounds such as manual monitoring of temperatures may need to be deployed until the issue is resolved, which will require remote diagnosis and potentially a part to be swapped out.
  • Simple service requests that the customer considers a high priority.
 4 hours
UK Business Hours		 2 days
UK Business Hours
Priority 4
P4 Low		 Minor disruptions or routine service requests with minimal impact on daily operations. Non-urgent replacement parts.
  • An individual Customer site has an issue with a hardware or software component that needs nonurgent diagnosis that might lead to an update, setting change or part-swap-out.
  • Most service requests.
  • Some “how to” questions.
 1 day
UK Business Hours		 5 days
UK Business Hours
Priority 5
P5 Low/Planned		 Low Priority Service Requests
Minor functional issues.
  • System housekeeping activities.
  • Questions that require more research to be answered.
  • Minor functional issues that do not impact business operations.
 2 days
UK Business Hours		 30 days
Dependent on release schedule

Where UK Business Hours are applicable (P3 to P5), time spent waiting for a customer to provide necessary information shall not be included when calculating Target Resolution Times. Where the SLA is 24/7/365 (P1 and P2), the absolute elapsed time is measured.

Checkit CAM+ Medical/Healthcare/Pharmaceutical
  • UK: Business Hours operate Monday to Friday 08.30GMT/BST to 21.00GMT/BST on UK Business Days.
  • US: Business Hours operate Monday to Friday 03.30EST/EDT to 16:00EST/EDT on UK Business Days.
Checkit CAM/CWM Retail/Hospitality
  • Business Hours operate Monday to Friday 08.30GMT/BST to 17.00GMT/BST on UK Business Days.
Checkit CBM
  • Business Hours operate Monday to Friday 08.30GMT/BST to 17.00GMT/BST on UK Business Days.