Here you can find the support and service levels you will receive as a subscriber to services and applications running on the Kognifai Maritime Ecosystem.
For further information please contact us at mailbox-trust.
Applications and services
Description
Delivered by
Vessel Insight
Vessel to cloud data infrastructure and services, consisting of hardware and software
Kongsberg Digital AS
3rd party applications
3rd party applications and services made available through the Kognifai Marketplace
Certified Partners
KONGSBERG applications
Applications and services running in the cloud or onboard vessels
Kongsberg Maritime AS or Kongsberg Digital AS
KONGSBERG is committed to providing high quality and secure services to its customers and will make its best effort to ensure 24X7 availability of the service. Service level objectives provide a quantitative measure of the level of service. Information about the status of the service can be found at https://vesselinsight.statuspage.io/
The following objectives are defined:
The service level objective for Vessel Insight services and all other applications and services is to achieve a minimum of 98 % availability measured monthly. KONGSBERG will conduct system maintenance to ensure the achievement of this objective. Information about planned and ongoing maintenance can be found at https://vesselinsight.statuspage.io/
Maintenance might result in service downtime. Downtime because of system maintenance is not included in the calculation of the availability metric
Additional information on availability, system maintenance and downtime please visit the definition section in this document.
Support Response Time
Customers with valid Terms are entitled to support as part of the service.
KONGSBERG Support operates according to a follow the sun concept and is available 24/7 via:
KONGSBERG Support provides 1st line of support to identify problems, suggest actions and categorizes customer requests as either defect, change requests or other. KONGSBERG Support also is responsible for escalation of incidents to 2nd line support.
For defects an incident is raised and a priority (1,2,3) is assigned. Change requests are assigned priority 3 by default.
For Vessel Insight, 3rd party applications as well as KONGSBERG applications the following response (time) objectives have been defined based on incident priority:
Priority
Definition
Response
1
Within 1 hour during business hoursSolutions will be made available to the customers by means of an emergency patch, configuration change.
2
Within 1 business day – during business hours.Defects reportedwill be resolved as part of a planned release or a service release executed within the maintenance windows according to roadmap provided.
3
Issues reported will be considered and if prioritized planned for release.
Vessel Insight is a service consisting of hardware and software. The hardware provided as part of the service remains the property of KONGSBERG unless otherwise agreed. The customer is responsible for the installation and operation of the hardware in accordance with KONGSBERG’s specification.
Customers are required to contact Customer Support in case of malfunction, damage or suspected abuse of the hardware to arrange a replacement or service.
KONGSBERG’s warrants that the services shall be available in accordance with the service level objectives above. KONGSBERG’s responsibility is limited to Vessel Insight service, including the hardware and software.
This warranty shall not include any service unavailability during scheduled or un-scheduled system maintenance or due to issues beyond the control of KDI such as but not limited to:
