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Reliability, Redundancy, and Service Level Agreements (SLA) in BAS-IP Cloud Systems

What is special about BAS-IP is that it is a complete solution of intercom systems, and even more important, it is devoted to cloud infrastructure stability, long-term product support, and non-rigid licensing offers. This paper covers major points in using the BAS-IP hardware and software, within the official company information.

Reliability of Cloud services and fault resilience

BAS-IP also has extensive potential to support its cloud offerings, such as BAS-IP Link Cloud and the Link App. The company ensures timely problem resolutions, backup of the data at regular intervals, and safe data storage. Although no formal SLA is offered, including an uptime guarantee (e.g., 99.9%), BAS-IP publicly commits itself to guarantee high availability and persistence of its software.

An important aspect of the system is that the local mode of operation is available in case the cloud fails. In that case, the hardware devices retain their autonomous functioning: the access, via cards and other identifiers stored locally, works as well as internal communication of machines within the local net. Potentially out of service could be only the mobile app and remote services.

There is an established procedure for dealing with technical problems. In the case of the Asia region, the company promises a First Response Time of 2 minutes 20 seconds and an Average Time of Resolution of 6 hours within the working hours of the supporting staff.

Warranty & Product Lifecycle

BAS-IP concentrates on the long-run use of the systems.

  • Warranty: The hardware products are of 3 years warranty. The basic software service is provided with a 10-year warranty.
  • Support: The firmware usually has support of 3 to 5 years, which runs in line with the warranty period. The spares are stocked up to 10 years or more.
  • Lifespan: Under normal care and maintenance, the system is expected to have at least 10 years of operation.
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Licensing and deployment software options

An important component of the ecosystem is the Link software.

  • Link App License: A free 10-year license for two mobile devices with a unit. This time, once completed, a new license will have to be purchased in order to use the app onward.
  • Kind of Licensing: The license type can be defined as a renewable license and also subscription-based. The cost of the product differs with its level and functionality.
  • Local Implementation: To suit the specific needs of clients who would like to have full features and yet be independent of the cloud, BAS-IP has an option where one can locally implement the platform (on-premise).
  • Network Requirements: Link App and its push notifications will need an internet connection.

Role and responsibilities distribution

To ensure the effectiveness of the system, roles are well defined:

Local Integrator: It plays the role of the local technical partner. The local integrator is in charge of installation, configuration, and user training and also gives first-line technical support. They also attend to licenses.

BAS-IP (Cloud Service Provider): Guarantees the reliable work of the cloud platform, implements updates and repairs, and acts as a second-line service to the integrator. BAS-IP does not communicate to the end-users.

End-User (Residents/Property Manager): Runs the system in day-to-day functions (calling, access) and refers any other requests to the local integrator.

Server configuration, user setup, and device-level technical support are the responsibilities of the local support even after the project has been given.

UX and Remote Access

The system allows its users (residents and managers) to access the system any place in the world as long as there is an internet connection. This is in both local installations and the cloud. With geographically distributed cloud servers, the functionality of the video calls, notifications, and control capabilities has no geographical functional restraints, with the performance being well-balanced worldwide.

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