---
title: "Scopious Service Level Agreement"
canonical: "https://help.scopious.co.nz/space/KB/324206599/Scopious%20Service%20Level%20Agreement"
format: markdown
---
*Version 1.3, updated March 1, 2026*

This Service Level Agreement (“**SLA**”) forms part of the Terms of Service between Scopious IOT Limited (“**Scopious**”) and the Customer (“**Customer**”) and sets out the service level commitments provided by Scopious in connection with the Scopious Platform Services (“**Platform Services**”).

- [1. Definitions](https://scopious.atlassian.net/wiki/spaces/KB/pages/762445834/Scopious+Service+Level+Agreement+-+1+Mar+2026#1.-Definitions)
- [2. Subject](https://scopious.atlassian.net/wiki/spaces/KB/pages/762445834/Scopious+Service+Level+Agreement+-+1+Mar+2026#2.-Subject)
- [3. Platform Services Uptime Commitment](https://scopious.atlassian.net/wiki/spaces/KB/pages/762445834/Scopious+Service+Level+Agreement+-+1+Mar+2026#3.-Platform-Services-Uptime-Commitment)
- [4. Boundaries and Exclusions](https://scopious.atlassian.net/wiki/spaces/KB/pages/762445834/Scopious+Service+Level+Agreement+-+1+Mar+2026#4.-Boundaries-and-Exclusions)
- [5. End-device and gateway requirements](https://scopious.atlassian.net/wiki/spaces/KB/pages/762445834/Scopious+Service+Level+Agreement+-+1+Mar+2026#5.-End-device-and-gateway-requirements)
- [6. Security and Backups](https://scopious.atlassian.net/wiki/spaces/KB/pages/762445834/Scopious+Service+Level+Agreement+-+1+Mar+2026#6.-Security-and-Backups)
- [7. Additional Helpdesk Support](https://scopious.atlassian.net/wiki/spaces/KB/pages/762445834/Scopious+Service+Level+Agreement+-+1+Mar+2026#7.-Additional-Helpdesk-Support)
- [8. Performance Reporting and Service Credits](https://scopious.atlassian.net/wiki/spaces/KB/pages/762445834/Scopious+Service+Level+Agreement+-+1+Mar+2026#8.-Performance-Reporting-and-Service-Credits)
- [Terms of Service](https://scopious.atlassian.net/wiki/spaces/KB/pages/762445834/Scopious+Service+Level+Agreement+-+1+Mar+2026#Terms-of-Service)
- [Privacy Policy](https://scopious.atlassian.net/wiki/spaces/KB/pages/762445834/Scopious+Service+Level+Agreement+-+1+Mar+2026#Privacy-Policy)

# 1. Definitions

**Availability** – accessibility of the Platform Services by the Customer, calculated by subtracting from 100% the percentage of minutes during the month in which there was Unavailability;

**Business Hours** – hours between 8.30am and 5pm NZST/NZDT, Monday to Friday, excluding New Zealand public holidays;

**Console** – the graphical web-interface to manage the Platform Services accessible by Customer;

**Customer** or **End User** – the company or individual that agrees to the Terms of Service with Scopious;

**Defect** – a Defect is a malfunction in the Software due to the Software failing to perform according to its specifications;

**Effective Date** – the date on which the Platform Services are commercially accessible by Customer;

**Incident** – operational occurrence in the software as a result of a Defect, that degrades the Availability and which is validated by Scopious as a degradation of the Platform Services;

**Platform Services** – integral hosted and managed service by Scopious, including LoRaWAN network server components, network management components, customer account components, and data storage and visualisation components, together referred to as the Scopious Platform;

**Reseller** – authorised entity who resells Scopious services to a Customer on Scopious's behalf;

**Service Credits** – credits applied to Customer when Scopious fails to meet its SLA obligations;

**Services Uptime Metric** – metric reflecting uptime of Scopious Platform Services on which the uptime commitment of this SLA is based;

**Support** – direct contact with Scopious Help Desk, for incident and bug reporting, service unavailability, feature requests, etc.;

**Term** – subscription period during which Platform Services are made commercially available to Customer;

**Terms of Service** – the underlying agreement containing our terms and conditions between Scopious and Customer, of which this SLA is a part;

**Unavailability** – period in minutes where there is limited or no access by Customer to the Platform Services, subject to the terms in this SLA;

**Written Notice** – an email message submitted to <u>[support@scopious.co.nz](mailto:support@scopious.co.nz)</u>.

 

The following table lists key components on the Platform Services and their assigned criticality levels:

| **Service components** | **Component Criticality** |
| --- | --- |
| LoRaWAN Network Services | Critical |
| Integration Services | Critical |
| Data Storage Services | Critical |
| Console | Non-critical |
| Data Visualisation Services | Non-critical |
| Notification Services | Non-critical |

*Table 1: Specification of Platform Services components*

# 2. Subject

- This SLA describes the guarantees with respect to Availability and Defect restore times for the Platform Services;
- This SLA describes Scopious's Helpdesk support processes, scope and response times;
- Given the evolution of technical standards and changing market conditions, Scopious may update this SLA from time to time. Customer is bound by the most recently published SLA;
- This SLA is to be read in conjunction with the Scopious Terms of Service and Scopious Privacy Policy;
- Claims and issues with regards to the Platform Services may be settled between Customer and Scopious, or between Reseller and Customer in cases where Customer subscribes to the Platform Services via Reseller;
- This SLA is applicable from the Effective Date.

# 3. Platform Services Uptime Commitment

- For the purpose of measuring the quality of Platform Services, Scopious provides access to the Platform Services on a 24x7 basis at a monthly Availability of minimum 99.9% on all Service Components ("**Services Uptime Metric**") (see Table 1);
- Data Latency - Scopious provides a rolling hourly average, one-way latency of maximum 10,000ms for uplink packets received by the LoRaWAN Gateway Server and stored in the Platform Data Storage Server;
- Scopious commits to Response and Recovery Times for Incidents during NZ Business Hours, in Table 2:

| **Defect Category** | **Response Time** | **Recovery Workaround Time** |
| --- | --- | --- |
| Critical Component down | 2h | 4h |
| Critical Component impaired | 4h | 8h |
| Non-critical Component down or impaired | 8h | 12h |

*Table 2: Response and Recovery Times*

- Reporting an Incident by Customer must be done by a Written Notice. Response Time is calculated from the moment Scopious received the Written Notice;
- Incidents relating to Critical Components must be reported via email and the Customer must prepend 'Incident' to the subject line to allow Scopious to set the right priority and internal alerting.

# 4. Boundaries and Exclusions

The Services Uptime Metric shall not apply to Unavailability from:

- A result of Customer-side equipment or third-party computer hardware, software, or network infrastructure not within the sole control of Scopious;
- Unavailability of services by Scopious's hosting provider;
- Issues related to third party domain name system (DNS) errors or failures;
- Outdated operating systems and internet browsers;
- Scheduled maintenance such as platform version updates and infrastructure updates. Maintenance with expected noticeable downtime will be communicated to Customer 5 days in advance. Scopious strives for a maximum maintenance window of 2 hours;
- Emergency maintenance required to prevent further degradation of the Platform Services, for which Customer may not receive advanced notice;

# 5. End-device and gateway requirements

SLA provisions apply to devices and gateways that meet the following requirements. The reason for these requirements is to allow Customer to apply best practices for reliable and scalable deployments.

Scopious encourages using Scopious approved devices. For non Scopious approved devices, the devices must meet the following requirements, but this SLA is offered on a 'best effort' basis only. Scopious may decide to not treat or resolve issues relating to these cases at all, in which case Customer will receive a notification.

Scopious mandates using Scopious approved gateways.

Devices are required to:

1. Be LoRa Alliance certified;
2. Have a DevEUI issued from an IEEE block, from the device maker or the Customer;
3. Be assigned DevAddrs issued by the Network Server managed by Scopious;
4. Have not been registered on another LoRaWAN Network Server before with the same security keys;
5. In case devices support a configurable join interval, joins must back off to at least 10 minutes after several failed attempts;
6. In case devices support a configurable initial data rate for join-requests, they must start at least on SF9;
7. Implement time randomised uplink messaging;
8. Implement ADR for stationary devices.
9. Implement OTAA as ABP is unsupported;

Gateways are required to:

1. Be pre-approved by Scopious;
2. Check for configuration (and preferably firmware) updates periodically, and be able to update their frequency plan and cluster address remotely;
3. Detect connection loss;
4. Reconnect automatically after losing connection using backoff and jitter techniques;
5. Re-resolve DNS when reconnecting.

# 6. Security and Backups

- Daily backups are created of critical metadata, security keys, and data about applications, users, gateways, devices and device states. Backups are stored up to 7 days and used for disaster recovery;
- Device payload data is replicated across 2 NAS servers at the primary site and backed up to a server at a geographically separated secondary site;
- Mechanisms are implemented during updates to prevent data loss;
- Scopious Platform Services use encrypted communication protocols when communicating across public networks;
- Scopious implements industry-standard best practices to prevent unauthorised access to personal data;
- Scopious implements industry-standard rate limiting to its APIs to ensure availability and security of its Platform Services. Scopious is not accountable for any Unavailability resulting from Customer actions exceeding such rate limits;
- Scopious continuously monitors and mitigates potential failure scenarios, both in ops and security. Scopious maintains a responsible disclosure channel (email <u>[security@scopious.co.nz](mailto:security@scopious.co.nz)</u>) for users to report vulnerabilities.

# 7. Additional Helpdesk Support

- Scopious provides an online knowledge base to all Customers for self-service learning, debugging and troubleshooting via [https://help.scopious.co.nz/](https://help.scopious.co.nz/) .
- Additionally, Customer may subscribe to a Helpdesk Support plan for "1st line support". This is a paid, value-add service, which aims to help customers build and troubleshoot their IoT networks;
- Helpdesk Support Plan service levels are guaranteed as per Table 3. Support tickets can be submitted via <u>[support@scopious.co.nz](mailto:support@scopious.co.nz)</u>.

| **Help Desk plan:** | **No support** | **Standard** | **Priority** | **Custom** |
| --- | --- | --- | --- | --- |
| Online knowledge base | Included | Included | Included | Included |
| Support Hours | N/A | Mon-Fri, 8:30am-5pm NZT | Mon-Fri, 8:30am-5pm NZT | Custom |
| Response Times | N/A | 8h on all tickets | 2h on all tickets | Custom |
| Tickets per month | N/A | Max. 4 | Unlimited | Unlimited |
| Channels | N/A | email | email | Custom |

*Table 3: Helpdesk Support Plan service levels*

# 8. Performance Reporting and Service Credits

- Scopious provides transparency to Customer about the achieved Services Uptime Metric. Such information is published on a Status Page at <u>[https://status.scopious.co.nz](https://status.scopious.co.nz/)</u>;
- Scopious's failing to meet the Services Uptime Metric in a month is remedied by applying a percentage discount to the device connection and data fees due for that month. This discount will be deducted from the next invoice ("**Service Credits**");
- The Service Credits are measured as follows: [[99.9% - Availability] x 10]. Example: in case the Platform Services had an Availability of 98% (14.4hrs downtime in a 30 day month), the discount would be 1.9% x 10 = 19%;
- The remedy can never exceed 100%.

# Terms of Service

Scopious' Terms of Service can be found at [https://help.scopious.co.nz/space/KB/323911688/Scopious+Terms+of+Service](https://help.scopious.co.nz/space/KB/323911688/Scopious+Terms+of+Service).

# Privacy Policy

Scopious' Privacy Policy can be found at [https://scopious.atlassian.net/wiki/spaces/KB/pages/324239362](https://scopious.atlassian.net/wiki/spaces/KB/pages/324239362).