COGITANS Technologies provides technical maintenance of the customer’s infrastructure in accordance with ISO 20000-1 (IT Service Management), ISO 27001 (Information Security) and ISO 9001 (Quality Management).

The purpose of this maintenance is to ensure stable, secure and predictable system operation, minimize outages, and support the long-term reliability of deployed technologies.

 

 

1.1 Maintenance of Active Components

 

Active components include all devices with network or logical activity, such as security cameras, switches, servers, IoT devices, controllers, gateways and similar elements.

 

The maintenance of active components includes the following activities:

 

• continuous 24/7 automated monitoring of availability, performance, SNMP values and system heartbeat,

• detection, classification and escalation of incidents in line with SLA priority levels,

• preventive maintenance consisting of firmware updates, patch management, configuration optimisation and stability checks,

• security-related tasks such as log review, audit-trail control, integrity checks, access-right verification and evaluation of security policies,

• performance analysis including CPU, RAM, IO, throughput and network latency evaluation,

• monthly technical reporting with findings and recommendations.

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The Provider may perform additional analytical tasks based on the specific needs of the project or the customer’s operational environment.

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1.2 Maintenance of Passive Components

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Passive components include cabling systems, rack infrastructure, connectors, cable paths and other non-active hardware.

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The maintenance of passive components includes the following activities:

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• physical inspection of mechanical integrity, attachment points, connectors, damage or wear,

• inspection of airflow, cable management, power distribution and thermal conditions within rack infrastructure,

• verification of cabling paths in accordance with EN 50173, including basic measurements where required,

• quarterly documentation and reporting on the condition of passive infrastructure.

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Extended measurements or complete cable certification may be added upon agreement with the Customer.

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1.3 Included Services

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The following services are included as part of the standard maintenance scope:

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• remote support during business hours including diagnostics and assistance via email or phone,

• automated monitoring of active infrastructure components,

• preventive health checks of active components on a monthly basis and passive components on a quarterly basis,

• basic technical adjustments that do not require project-level planning,

• monthly reporting on system condition and operational risks.

 

Additional maintenance activities may be included upon individual agreement.

 

 

1.4 Out-of-Scope Services

 

The following activities are not included in the standard maintenance scope:

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• onsite technician visits not explicitly covered by the SLA,

• delivery and replacement of spare parts or materials,

• project-based work such as migrations, reconfigurations or infrastructure expansion,

• repairs required after incorrect or unauthorised third-party interventions,

• work arising from environmental events such as natural damage, power outages or unexpected physical impact.

 

The Provider may prepare a cost estimate for out-of-scope work upon request.

 

 

1.5 Frequency of Service Delivery

 

Maintenance activities are performed according to the following standard frequency:

 

• active component maintenance is performed monthly,

• passive component maintenance is performed quarterly,

• security checks are performed quarterly or based on system changes,

• stress and capacity testing is performed once per year if required.

 

The frequency may be adjusted based on contractual requirements or the criticality level of the system.

 

 

1.6 SLA Service Levels (L1–L3)

 

The maintenance and support service operates with three priority levels:

 

• L1 – Critical (P1): complete system outage, key component failure or a security incident requiring immediate action.

• L2 – Major (P2): partial degradation of service or malfunction affecting an important subset of the system.

• L3 – Standard (P3): regular service requests, general questions or minor incidents.

 

 

Response and Resolution Times

 

• For P1 critical incidents, the Provider responds within 1 hour, begins resolution immediately and aims to resolve the issue within 8 hours.

• For P2 major incidents, the Provider responds within 4 hours, begins resolution within 24 hours and aims for full resolution within 72 hours.

• For P3 standard incidents, the Provider responds within 1 business day, begins resolution within 3 days and aims for resolution within 5 business days.

 

Specific response or resolution times may be modified depending on system criticality or customer operational requirements.

 

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1.7 Payment Terms

 

• standard maintenance services are invoiced monthly in advance,

• out-of-scope services are invoiced based on actual time spent and documented work,

• material and component costs are invoiced separately,

• SLA-based services may be temporarily suspended in case of repeated payment delays.

 

Detailed billing conditions may be defined in the commercial annex of the signed Agreement.

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