CALM Connect AND CALM Care OVERVIEW

CALM Connect

CALM Connect monitors and collects performance related data from the AMD unit. The data generated as a result is made accessible via an online platform, allowing an oversight as to the effectiveness of the AMD and the amount of control this has given to the floor it is controlling. The data will allow you to see the structural baseline of the uncontrolled floor (this enhanced feature will be released on CALM Connect v2) and the effectiveness of the controlled floor with the AMD. This 24/7 data allows you the traceability and history of what has happened with your building floor.

CALM Care

An annual paid subscription to CALM Connect includes access to CALM Care.

The team at CALMFLOOR® will be able to monitor the performance of your AMD remotely through CALM Connect and if necessary, arrange for maintenance of the unit if there is an indication that the performance of the unit may be changing.  The CALMFLOOR units are life tested to 50 years and have minimum contact moving parts and so we do not expect to have to physically interact with the unit during its service life. We will monitor this and if required ensure that the unit is maintained and the firmware updated.

CALM Connect SERVICE LEVEL DESCRIPTION

A paid subscription CALM Connect allows for advanced data access. The advanced level also gives access to full monitoring of the AMD unit. This data is fully viewable by CALMFLOOR and you. CALMFLOOR will check the health of the unit and, if necessary, manage the unit through the CALM Care package of maintenance.

These units are monitored and operated via a secure portal service using AWS, meaning connectivity must be maintained. The units cannot be accessed through the CAT5 cables and do not have any WIFI capability. The units are designed to push data out and can collect software updates that CALMFLOOR provide by pulling that data from the AWS servers. CALMFLOOR will leave updates at the AWS server but will not access the AMDs directly. CALMFLOOR will aim to optimise the CALM Connect portal, as well as the firmware within the AMDs.

The CALM Connect portal is provided with an uptime service level of 96% (Availability Service Level). This refers to an access point on the backbone network on which the portal is hosted and not to any other portion of the circuit, as the customer is responsible for its own internet access. Availability is based on a monthly average, calculated at the end of each calendar month as the total actual uptime minutes divided by the total possible uptime minutes in the month. Availability does not include any customer caused or third-party outages or any period of maintenance notified in advance, or any outages or disruptions caused by an event beyond CALMFLOOR’s reasonable control.

Subject to the conditions above, if CALM Connect fails to meet the Availability Service Level in any month, CALMFLOOR will issue a refund for the pro-rated fee paid for that month. CALM Connect v2 will generate monthly reports and show comparisons with previous time periods.

CALM Care SERVICE LEVEL DESCRIPTION

CALM Care gives you peace of mind that CALMFLOOR will monitor the performance of the AMD units, issue routine firmware updates and take steps to maintain the unit should it fail in service and that failure is a result of its own mechanical, electrical and/or firmware function.

If you notify us of a potential issue with an AMD, or we monitor a change within CALM Connect, we will endeavour to respond in writing or by phone within 24 hours of a failure being highlighted. We will then discuss with you the potential options and solutions for rectification.

In the event of a single AMD failure, we would start reporting on the actual effect that is having on the whole floor and assuming multiple AMD CALMFLOOR units are deployed this would mean that we can simulate the effect on that single location.

The uptime of the AMDs can be reported through the CALM Connect portal. Often the AMDs will sit idle when the buildings are quiet and there is no vibration to manage, so this is not an error or fault.

If a change occurs and we have identified that this is a result of the CALMFLOOR unit failing to operate in accordance with normal parameters, we will endeavour to rectify the issue within 1 week (UK) or 2 weeks (rest of the world) of us being granted access to the affected unit(s) in order to inspect and, if necessary, make repairs. You agree to provide such access and assistance as required for proper performance of the CALM Care services.

We will endeavour to use a third-party agent to repair the unit if this provides a better resolution to the issue.

We reserve the right not to provide CALM Care resolution services and/or to terminate the provision of CALM Care, if we identify that the unit has been tampered with or any modification or repair has taken place without our involvement or prior approval.

We will not be responsible and will not be required to provide CALM Care services where any issue is caused by factors that are outside of our control. These include any customer-caused or third party caused issued, damage caused by an act of God (e.g. flood, fire, earthquake), where the specification for the number and location of AMD units was made by someone other than CALMFLOOR, where the structural arrangement has significantly changed within the building, and/or where there’s been a change of use of the building since the testing to specify the CALMFLOOR set up was conducted. In these circumstances, CALMFLOOR may (in its discretion) agree to provide support, subject to payment of additional costs (to be agreed by the parties).

If we are unable to rectify any issue via the provision of CALM Care, and where the AMD unit is out of warranty, we will discuss your options with you.