Customer Support Service Level Agreement

Last updated on May 20, 2024.

Overview

This document outlines the parameters of all customer support services, including technical support, provided by Resonant Link to support and sustain its wireless charging systems, and how Resonant Link’s Customers can access support services.

1. 1. Introduction

Resonant Link delivers fast and easy-to-use wireless power for applications big to small, from large industrial electric vehicles to tiny medical devices, to help people, businesses, and the planet thrive. Resonant Link is headquartered in South Burlington, VT, where it manufactures many of its chargers, and supports dozens of customers in healthcare, electric vehicles, logistics, and more, including leading brands and government agencies. This document outlines Resonant Link’s customer support policy and procedures, including what to expect when working with us, how to access technical support resources, how to report a system error or request a product improvement, and how we can best work together.

At Resonant Link, we operate from a One Team, One Mission philosophy, which means each of us contributes to the success of our team and our customers. Along with our core value Together is Better, this means we work together collaboratively, transparently, and with integrity, even when it requires tough conversations. Mutual respect and growth are core to our success, and we strive to both treat others and be treated according to these values. If at any time, you have feedback for our team, please reach out following the steps outlined in this document.

2. 2. Definitions

a) Key Terms‍

   i) “Customer” means the company or individual that purchased Product(s) from Resonant Link.

   ii) “Service Provider” or “Company” means Resonant Link, Inc.

   iii) “Business Day” means any day which is not a Saturday, Sunday, or a public holiday in the United States of America.

   iv) “Business Hours” or “Office Hours” means 9:00 am to 6:00 pm Eastern Standard Time, each Business Day.

   v) “Documentation” means the information made available to the Customer by Resonant Link that describes the Product(s) and/or Service(s) or is used in connection with the Product(s), including but not limited to User Manual(s) and technical documentation.

   vi) “Error” means a failure of the Product(s) to perform according to the specifications set forth in the Documentation, resulting in the inability to use, or material restriction in the use of the Product(s).

   vii) “Feature Request” means a requested product improvement or enhancement that does not affect the current functionality of the Product(s).

   viii) “Hardware” means the physical hardware and system components provided by Resonant Link as part of the Product(s) or Service(s).

   ix) “Product” and “Products” means the wireless charging systems the Customer can purchase from Resonant Link and for which Resonant Link may provide Service(s).

   x) “Response Time” means the duration between Customer contacting technical support and Resonant Link responding to Customer’s initial inquiry.

   xi) “Resolution Time” or “Problem Resolution Time” means the duration between Customer contacting technical support and the point at which the Error is resolved or addressed to Customer’s satisfaction. The Resolution Time for Feature Requests is equivalent to the Response Time.

   xii) “Service Level Agreement” or “SLA” means Resonant Link’s policy for providing customer support to the Product(s) and Service(s) purchased by Customer.

   xiii) “Services” means Resonant Link’s comprehensive support services provided by Resonant Link to Customer.

   xiv) “Software” means the software applications provided by Resonant Link as part of the Product(s) or Service(s).

   xv) “Team Leader” means a Resonant Link employee responsible for a team’s operations to whom Error(s) and/or Feature Request(s) may be escalated for additional information or assistance with Problem Resolution.

   xvi) “Technical Representative” means a Resonant Link employee responsible for responding to, triaging, and at times, helping to resolve Errors and Feature Requests.

b) Priority Levels

1. 3. Service Description

Resonant Link strives to provide timely and personalized support before, during, and after Product installation. Technical support may encompass Product training, installation, troubleshooting, and other hardware and software support. Broadly, customer support services may include:

a) Website, email, and phone-based remote technical support during regular business hours.

b) Customer assistance to troubleshoot the Product(s).

c) Access to Technical Representatives who will work with Customer to diagnose reported issues, and provide Problem Resolutions, including escalating the issue through management as needed.

d) Software problem resolution and replacement.

   i) If the software under warranty is determined to be defective, Resonant Link will expeditiously debug and repair the software at no cost to Customer. Email, FTP, over-the-air updates and/or a physical file sent via FedEx or equivalent will be used to send the repaired software to the Customer.

e) Hardware problem resolution and replacement.

   i) If hardware under warranty is determined to be defective, Customer will be requested to return the hardware as soon as possible to Resonant Link at Customer expense. Resonant Link will diagnose, repair, and return the hardware at Resonant Link’s expense.

f) On-site support.

   i) Planned or emergency On-site Support may be provided to Customer depending on the Priority Level. Depending on the Priority Level, Customer may be responsible for additional costs. Resonant Link will communicate any additional costs to Customer before scheduling On-site Support of any kind.

   ii) Provision of On-site Support is subject to the following limitations:

        1) On-site Support is limited to Hardware Replacement only and does not include on-site Software troubleshooting or on-site support for any Software related issues.

        2) On-site Support may not be available for some Resonant Link products or in some geographic regions, and may require a set-up period before it can be made available to Customers.

        3) On-site Support response times are dependent upon several factors including the Customer’s Site location, the arrival of replacement systems at Customer’s Site, and other factors affecting accessibility to the Site, such as Site hours and available resources to assist with Problem Resolution.

        4) On-site Support for Priority 1 Issues: If Resonant Link confirms that a matter is a Priority 1 issue, Resonant Link and the Customer will work diligently, with experienced engineers, to resolve the situation and to restore system operation. In the case the criticality of the issue remains or no progress is made, after one (1) Business Day, Resonant Link will use commercially reasonable efforts to dispatch a local engineer to Customer’s Site. If no local resources are available, travel arrangements will be made within 1 Business Day for an engineer to go to Customer’s Site. The engineer will remain on site until the issue is no longer defined as a Priority 1, an acceptable resolution or workaround was achieved, or up to three (3) days, with travel and expense included.

g) Record tracking of customer issues.

h) Software bug fixes and patches, if needed.

i) Access to product documentation.

j) For Priority Level definitions, refer to Section 2b: Priority Levels.

4. 4. Exclusions

Resonant Link shall have no obligation to Support:

a) An altered, damaged, or modified product, or any portion of the product, that has been integrated with or into other software, hardware, equipment, or other products not specifically approved by Resonant Link.

b) Product problems caused by Customer negligence, misuse, or misapplication, or use of the product other than as specified in the Resonant Link Documentation.

c) Product(s) installed on or in any equipment or other product(s) not supported by Resonant Link.

d) Product(s) not purchased from Resonant Link.

e) Product(s) subjected to unusual physical or electrical stress, misuse, negligence or accident, or used in ultra-hazardous activities.

f) Product(s) that past the End-of-Support date and for which Resonant Link has provided written email notice of End-of-Support.

g) Product(s) for which payment has not been made by Customer.

5. 5. Service Availability

Coverage parameters for customer support services are as follows:

a) Webform and Email Support: Monitored 9:00 A.M. to 6:00 P.M. EST Monday – Friday.

   i) Emails received outside of office hours will be monitored occasionally and best efforts will be made to respond to Customer quickly; however, it is not expected that Customer will receive a response to emails received outside of office hours until the next business day.

b) Telephone Support: 9:00 A.M. to 6:00 P.M. EST Monday – Friday.

   i) Calls received outside of office hours will be forwarded to a mobile phone and best efforts will be made to answer the call; however, it is not expected that calls will be answered outside of office hours. Customer voicemails received after business hours will generally be responded to the next business day.

c) Language: Support Services will be provided in the English language.

6. 6. Responsibilities

a) Customer Responsibilities

Customer responsibilities to obtain timely and comprehensive support from Resonant Link include:

   i) Email addresses and phone numbers for Customer representative(s) for Resonant Link to contact when resolving an incident or request.

   ii) Reasonable availability of Customer representative(s) for troubleshooting assistance and to answer questions when resolving an incident or request.

   iii) All necessary cooperation and access to such information as may be required by Resonant Link to render the Services, including but not limited to access to Customer’s data, Product configuration information, remote and on-site system access, and Site access.

   iv) A prompt and complete description of issues when encountered, including software, hardware, or other if known.

   v) Payment for Product(s) and Service(s) at the agreed interval.

b) Resonant Link’s Responsibilities

Resonant Link’s responsibilities to provide timely and comprehensive support include:

   i) Addressing service-related incidents and requests per the timelines outlined in Section 7: Target Response and Resolution Times.

  ii) Prompt and courteous communication with the Customer regarding issues faced.

   iii) Appropriate notification to customers of Product upgrades and updates via email, including End-of-Support notifications.

   iv) Appropriate notification to customer for all scheduled maintenance, if required.

   v) Access to Product Documentation and support resources.

  vi) Maintain Customer Support information such as support requests and complaints in HubSpot, our customer relationship management tool.

7. 7. Target Response and Resolution Times

Resonant Link strives to provide timely and personalized responses to Customer reported Errors and Feature Requests. Customer and Resonant Link acknowledge that depending on the severity and type of issue experienced, as well as the amount of information available for troubleshooting, Problem Resolution Times will vary widely. Below are the target Response and Resolution Times by Priority Level. For definitions of each Priority level, refer to Section 2b: Priority Levels.

For more complex topics or where additional information is needed, Resonant Link will respond with answers and/or detailed follow questions within 5 business days whenever possible. If arriving at an answer will take longer, Resonant Link will provide Customer with meaningful updates on progress, including timelines in which to expect Problem Resolution and milestones to achieving Problem Resolution.

Note: resolution times are estimates. Due to the wide variety in the type and severity of potential issues, Resonant Link does not guarantee the resolution of a problem within the times specified. For definitions of each Priority level, refer to Section 2b: Priority Levels. Additionally, the response times set forth in this Service Level Agreement constitute targeted goals of the level of technical support to be provided to Customer. It is understood that Resonant Link shall use commercially reasonable efforts to respond to Customer within the target times set for the relevant Priority level. The parties acknowledge the potentially idiosyncratic nature of any issue, and agree that any failure to meet targeted times shall not constitute a breach of Resonant Link’s support obligations.

8. 8. Escalation and Complaints

Escalation: If Customer feels that the Error or Feature Request is not moving forward in an appropriate time frame to closure per Section 2b: Priority Levels, and/or an Error or Feature Request requires escalation, Customer can request an escalation. To request an Escalation, reply to the email thread about the Error or Feature Request to escalate, or email the appropriate department using:

a) industrial-support@resonant-link.com for Error and Problem Resolution escalation related to industrial wireless chargers.

b) medical-support@resonant-link.com for Error and Problem Resolution escalation related to medical wireless chargers.

For the best service, Escalation requests should include a request for escalation, reference to the original Error or Feature Request in the escalation email, and any additional information that has been discovered about the Error or Feature Request since it was initially submitted. Regardless of the total elapsed time of an outstanding Service Request, the point of escalation shall be initiated at the Technical Representative level and then escalated to the Team Leader(s).

Complaints: Any Resonant Link Customer can submit a complaint or feedback via the communication channels outlined in Section 9: How to Contact Technical Support. Complaints are handled in the same manner as Escalations. For the quickest response to Complaints, Resonant Link requests that Customers submit Complaints via the webform at  https://www.resonant-link.com/support. Please submit the form by providing the indicated information (see Necessary Information below for what to include) and also indicate the request is a Complaint. This allows for the best service and Complaint resolution. 

Both Escalations and Complaints are tracked in our customer relationship management software, HubSpot. The default priority level for Complaints is 3, whereas priority for an Escalation depends on the priority of the Error reported and will typically range from 0-2. An Escalation typically entails moving a reported Error and Technical Support request up one priority level, though the priority level ultimately depends on the impact and extent of the Error and Escalation.

9. 9. How to Contact Technical Support

a) Communication Channels: Customer may contact Resonant Link via the following channels to report an Error, submit a Feature Request, or for general support services and/or questions:

   i) Via Webform (Preferred):

        2. Go to https://www.resonant-link.com/support and submit the form by providing the indicated information (see Necessary Information below for what to include).

   ii) Via Email:

        1. For Errors, questions, or requests related to industrial wireless chargers used to power material handling equipment, email industrial-support@resonant-link.com.

        2. For Errors, questions, or requests related to medical wireless chargers used to power medical devices, email medical-support@resonant-link.com.

        3. For Errors, questions, or requests related to other wireless charging systems or Product(s) purchased from Resonant Link, email support@resonant-link.com.

   iii) Via Telephone: 

        1. Call +1 802-448-8220 to reach a Technical Representative.

   iv) Refer to Section 1: Service Availability for availability of support services.

b) Error Reporting Procedure: Customer may report an Error or submit a Feature Request to Resonant Link at any time. Resonant Link will respond according to the Service Availability as outlined in Section 1: Service Availability and target Response Times as outlined in Section 3: Target Response and Resolution Times.

c) Necessary Information: To obtain timely and comprehensive support from Resonant Link, Customer commits to providing a complete description of issues when encountered, including software, hardware, or other if known, and prompt responses to Resonant Link questions. The following information must be provided for Error troubleshooting and/or Feature Request responses to be initiated:

   i) Contact Information - designated contact name, business email, phone number, and company name

   ii) Priority Level

   iii) Error Description and initial diagnosis, if available (e.g. does it seem like a software issue?)

   iv) Error Type - is it a new or repeat Error?

   v) Error Frequency - how often is the Error happening? Is it happening only in specific circumstances?

  vi) Supporting Data - photos, screenshots, and/or data logs of the Error

Customer shall submit each support request with a Priority Level designation based on the definitions in Section 2b: Priority Levels. Priority response times do not vary whether Customer contacts the Resonant Link via webform, email, or phone. Resonant Link shall validate Customer’s Priority Level designation or notify Customer of a proposed change in the Priority Level designation with justification for the change, so that Customer can align expected Response and Resolution Times with the confirmed Priority Level. Resonant Link will use reasonable efforts to meet the Target Response Times, including by providing continuous efforts to resolve Priority 1 issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower priority.

Note, for comprehensive and timely support, efforts must be made by all parties involved. If communication from Customer ceases without notice and for a period of more than ten (10) business days, Resonant Link may, upon notice, close a request due to inactivity on the part of the Customer. A request may be reopened within thirty (30) consecutive days of closure; however, once a request is closed for thirty (30) consecutive days, the issue will be considered permanently closed. If further work is necessary, a new request will need to be submitted, and all pertinent materials may need to be resubmitted before work can continue.

10. 10. Warranty

Resonant Link commits to providing high-quality Product(s). As such, Products are warrantied for defects in craftsmanship. The specific details of your warranty coverage, including duration and exclusions, can be found on your Purchase Order (PO).