Vessel Insight Support and Service Level Agreement
Here you can find the support and service levels you will receive as a subscriber to services and applications running in/on the Vessel Insight Ecosystem.
This Vessel Insight Support & Service Level Agreement (“SLA”) is applicable to Customers who have a valid Subscription Agreement, governed by the Vessel Insight Terms of Use (“Terms of Use”), for access to Kongsberg Maritime AS’ (“KM”) Vessel Insight Ecosystem. Maintenance and support shall be provided as described herein, to maintain the Vessel Insight Services in good working order.
Capitalized terms shall have the meanings set forth in the Terms of Use, or in the section where they are first used herein. In the event of any conflict, both the Subscription Agreement and the Terms of Use shall prevail over this SLA.
Capitalized terms shall have the meanings set forth in the Terms of Use, or in the section where they are first used herein. In the event of any conflict, both the Subscription Agreement and the Terms of Use shall prevail over this SLA.
Services/hardware covered by this SLA include:
| Services | Description | Delivered by |
| Vessel Insight | Vessel to cloud data infrastructure consisting of KM Hardware, software and services | KM or an Affiliate or authorized reseller |
| KM Applications | KM Applications made available through the Vessel Insight Ecosystem | KM, Coach Solutions ApS and other Affiliates |
| Third Party Applications | Third Party Applications and services made available through the Vessel Insight Ecosystem | Authorized Partners |
SERVICE LEVEL OBJECTIVES
KM is committed to providing high quality and secure services to its customers and will make its best effort to ensure 24X7 availability of Vessel Insight Services. Service level objectives provide a quantitative measure of the level of service. Information about the status of the service can be found at https://vesselinsight.statuspage.io/
Services that typically involve consultancy, remote configuration, remote training, remote supervision, modifications, etc. is not included in this SLA, but may be provided as additional services, subject to availability of KM’s resources and additional payment at KM’s standard rates.
The following service level objectives are defined:
1.1 AVAILABILITY
The service level objective for all Vessel Insight Services is to achieve a minimum of 98 % availability measured monthly. KM will conduct system maintenance to ensure the achievement of this objective. Information about planned and ongoing maintenance can be found at https://vesselinsight.statuspage.io/
Maintenance might result in service downtime. Downtime because of system maintenance is not included in the calculation of the availability metric. For additional information on availability, system maintenance and downtime, refer to clause 7 herein.
1.2 SUPPORT RESPONSE TIME
KM Support provides 1st line of support to identify problems, suggest actions and correct defects.
Customer shall notify KM Support of any defects in Vessel Insight Services by utilizing the following email address:
Email: vessel.insight@km.kongsberg.com
Customer shall provide KM Support with a written description of the defect and the circumstances where the defect occurred or was discovered. KM Support categorizes Customer requests as either defect, change request or other. KM Support is also responsible for escalation of incidents to 2nd line support.
For defects, an incident is raised, and a priority (1,2 or 3) is assigned. Change requests are assigned priority 3 by default.
The following response time objectives apply for all Vessel Insight Services, based on incident priority:
| Priority | Definition | Response Time* |
| 1 | Issue meets at least one of the following criteria:
|
Within 1 hour during Normal Business Hours**. Solutions will be made available to the Customer by means of an emergency patch, configuration change. |
| 2 | Issue meets at least one of the following criteria: · Unavailability of Vessel Insight Core Services
|
Within 1 Business Day*** during Normal Business Hours. Defects reported will be resolved as part of a planned release or a service release executed within the maintenance windows according to roadmap provided. |
| 3 | Issue falls in one of the following categories:
|
Issues reported will be considered and if prioritized, planned for release. |
* Response Time is the time lapsed from KM Support’s registration of a defect until initial feedback is provided to the Customer. Initial feedback will include confirmation of the incident priority, and could also include fixes or workarounds, and the estimated time to fix the defect.
** Normal Business Hours are between 09:00 – 17:00 (CET/CEST) Monday-Friday, excluding public holidays in Norway.
*** Business Day means Monday to Friday, excluding public holidays in Norway.
2. SERVICE WARRANTY
KM warrants that Vessel Insight Services will be available in accordance with the service level objectives above. This warranty is not applicable to service unavailability caused by scheduled or unscheduled system maintenance, KM Hardware or factors beyond KM’s control, including but not limited to:
- Interfaces provided by third parties.
- Performance level, speed or reliability of the Internet connection by which the Customer and Authorized Users are accessing the server.
- Security, firewall/proxy servers and other network components required to access the Internet.
- Hardware, configuration and web browsers used by Authorized Users to access the Vessel Insight Services.
- Reliability and capacity of power supply.
- Physical security controls.
- Vessel Maintenance.
KM shall take commercially reasonable measures to ensure that no viruses, worms or other malicious computer programming codes intended to damage the Customer’s or its Associates’ systems or data are introduced through Vessel Insight Services.
3. HARDWARE SUPPORT
The Customer is responsible for the installation and operation of the KM Hardware in accordance with KM’s specifications. Customers must contact KM Support before undertaking any repair or modification of KM Hardware.
Customers are required to contact KM Support in case of malfunction, damage or suspected abuse of KM Hardware. KM Support will provide reasonable assistance in diagnosing hardware-related issues and coordinating any necessary support activities. Repair, replacement and other remedial actions will be provided in accordance with the applicable warranty terms set out in the Terms of Use or, where no warranty coverage applies, on a chargeable basis as agreed between the Parties.
4. REMOTE ACCESS FOR SUPPORT AND MAINTENANCE
To enable efficient delivery of the Vessel Insight Services, KM may require the installation and operation of remote access software on Customer systems, equipment and vessels connected to the Vessel Insight Services. Such remote access software enables KM's authorized personnel to remotely access relevant systems for the purposes of providing support, troubleshooting, maintenance, security updates, incident response, service improvements and other activities reasonably necessary for the operation and delivery of the Vessel Insight Services.
Customer acknowledges and agrees that such remote access may be available on an unattended basis. KM will implement reasonable administrative, technical and organizational safeguards to restrict access to authorized personnel and maintain logs of remote access activities. KM will only access Customer systems where reasonably necessary for the purposes described in this Clause and in accordance with applicable contractual obligations regarding confidentiality, security and use of Customer Data.
Customer may request that remote access be disabled, however, doing so may impact KM's ability to provide certain support, maintenance and service levels under this SLA.
5. ESCALATION
Customer can escalate incidents if the service level objectives as described above have not been met by contacting KM through regular channels or as described below:
Erik Korssjøen, VP Product Management, erik.korssjoen@km.kongsberg.com
When escalating an incident please include the following information:
• Incident ID
• Contact details
• Relevant information regarding the defect
6. GENERAL EXCLUSIONS
KM does not accept responsibility for problems and damage related to the Customer’s IT infrastructure including workstations, network build and configuration, proxy server configuration, network performance or problems that are related to applications and equipment installed by the Customer.
Further, KM does not accept responsibility for cybersecurity incidents within Customer-controlled infrastructures, unless the incident is caused by, or through, vulnerabilities in the Vessel Insight Services.
7. DEFINITIONS
System Maintenance: Planned maintenance performed during fixed periods (20:00-08:00 CET). During system maintenance, the Vessel Insight Services or parts of the Vessel Insight Services might not be available for use. Customer is notified one (1) week in advance of scheduled maintenance. Maintenance periods are subject to change and in case of un-planned maintenance KM will do its best to notify Customer.
Vessel Maintenance: During maintenance activities onboard, the Vessel Insight Services or parts of the Vessel Insight Services might not be available for use for a particular vessel. The duration of vessel maintenance is excluded from the availability metric for a particular Customer.
Availability: Amount of time the Vessel Insight Services are available for use by Customer during a calendar month. Availability or uptime is expressed as a percentage and is calculated as follows:
Downtime: Amount of time the Vessel Insight Services are not available for use by Customer during a calendar month. Downtime is calculated as a percentage: Downtime = 100% - Availability.
Revised: 28.09.2026