Algemene Voorwaarden – Prodek 2025

Wij zijn lid van het FHI (Federatie van technologiebranches). Op al onze diensten en producten zijn onze algemene voorwaarden van toepassing die te vinden in het Algemene Voorwaarden document van de FHI.

Service Level Agreement (SLA) – PRODEK (INSYS) Connectivity SUITE

 

Service Availability

With regard to the chargeable service icom Connectivity Suite – VPN, INSYS assures each end customer an availability of 99.8% of these services per calendar year. The service is considered “available” if the VPN Management Portal accepts authorised login attempts AND the VPN Server accepts connections from compatible and correctly configured devices. Periods of unavailability as defined in § 6.2 General terms and conditions for the use of Online Services are excluded from this availability, unless this document expressly provides otherwise.

Exclusions – This Service Level Agreement does not apply to:

  1. INSYS Customers without a current contract (INSYS number “CS-xxxxxx”)[5]
  2. icom Connectivity Suite – Services within China as per § 6.4 General terms and conditions for the use of Online Services

 

Status Page and Notification

INSYS provides the service availability status of the VPN Management Portal and VPN Server for each customer account running on new icom Connectivity Suite – VPN infrastructure on the icom Connectivity Suite – Status Page. A direct link (URL) to the account Status Page is displayed within each user’s “My VPN Hub” tab when that account is running on new icom Connectivity Suite – VPN infrastructure. The direct link to the Status Page authenticates the account using the Instance ID and the default code displayed to the user on the “My VPN Hub” tab. INSYS recommends that its customers record their direct link, Instance ID, and default code offline for reference if the system becomes unavailable. To access the Status Page if icom Connectivity Suite – VPN does not accept authorised login attempts, visit the Status Page and manually enter the account’s Instance ID and default code. INSYS recommends first visiting the Status Page in case of a perceived interruption of the service before contacting Technical Support.

 

Regular Maintenance Window

The regular maintenance window for icom Connectivity Suite – VPN is between 06:00 and 09:00 AM CET/CEST every Tuesday. During this time, individual outages as well as impairments of the availability of the chargeable services due to maintenance, installation or conversion work coordinated with the user, as well as planned shutdowns or decommissioning coordinated with the user may occur during this time. However, INSYS reserves the right to conduct critical or urgently required maintenance work at times outside this maintenance window in order to react to unexpected service outages or threats to the legitimate interests of INSYS or its customers.

 

Incident Response Time

If an incident related to availability occurs, INSYS assures to notify affected customers of the incident resolution status within 2.5 hours of the customer’s initial notification. During an availability incident, INSYS reserves the right to display the incident resolution status exclusively on the Status Page as a notification to affected customers. In addition, INSYS may decide to send e-mail notifications to the contact person stored in the icom Connectivity Suite – Management Portal. Refer to § Notifications for more information.

 

Supported Client Versions

icom Connectivity Suite – VPN uses OpenVPN clients to build VPN connections to the central server. The minimum supported version is OpenVPN 2.4. INSYS routers running INSYS OS must use INSYS OS version 2.12.20 or higher. INSYS routers running icom OS must use icom OS version 3.0 or higher. Devices with older versions of OpenVPN may not be able to connect or may unexpectedly lose their connection and become unreachable. It is the responsibility of the customer to keep all devices connected to icom Connectivity Suite up-to-date with a supported OpenVPN version.

 

Responsibilities

 

INSYS

  1. Ensure functionality and availability of the service as agreed.
  2. Notification of incidents / responses on icom Connectivity Suite – Status Page.
  3. Report on availability interruptions lasting longer than 60 minutes.
  4. Incident reports can be requested by customers via e-mail to support@insys-icom.com within 2 business days of incident resolution.
  5. Timely notification (at least one (1) business day in advance) of “critical maintenance” that falls outside the Regular Maintenance Window.

 

Customer

  1. An important prerequisite for the contractual functionality of icom Connectivity Suite – VPN is the use of only supported client versions for all devices connected to icom Connectivity Suite – VPN. It is the user’s responsibility to install the INSYS recommended client or firmware updates on its devices.
  2. Responsibility of the customer for the activation of the “Server for Automatic Updates: [@ICS] – INSYS Connectivity Service” on each connected INSYS router: An important prerequisite for the contractual functionality of icom Connectivity Suite – VPN is the activation of the server for automatic updates on all devices connected to the service. This enables the system to correctly (and automatically) apply all updates recommended by INSYS and related to icom Connectivity Suite – VPN on each connected device without delay.
  3. The customer is responsible for checking the availability of the service on the Status Page before contacting Technical Support.
  4. In case of an incident related to availability, any affected user should report the problem to INSYS in a timely manner and be reachable by INSYS Technical Support by e-mail and/or phone.

 

Adherence

If the service does not achieve the promised availability of this Service Level Agreement, the customer has a special right of termination at the end of the respective month within four (4) weeks after determination of the deviation. Limitation: Customers who have problems accessing or connecting to icom Connectivity Suite – VPN while the Status Page reports that the account/service is available are subject to the specified Technical Support and Documentation provisions available for this product.