icom Connectivity Suite – VPN

The following services^[2] are contained per account of the type “Premium”:

The following functionalities^[2] of the icom Connectivity Suite – VPN can be used:

The following functions are available in the VPN Management Portal:

Intended for use with INSYS OS Router devices, INSYS icom OS Router devices and PC-like devices and/or third-party devices. Includes one (1) licence which authorises the use of one (1) device. Licences are transferable, not bound to dedicated devices (e.g. independent of serial no.). Labelled ‘flexible’ in VPN Management Portal. Licence term (validity period) is one (1) month. Payment of full term due at the end of the validity period. Renewed automatically. Reference § Cancellation in this document for licence deactivation.

Intended for use with INSYS OS Router devices, INSYS icom OS Router devices and PC-like devices and/or third-party devices. Includes one (1) licence which authorises the use of one (1) device. Licences are transferable, not bound to dedicated devices (e.g. independent of serial no.). Labelled ‘unrestricted’ in VPN Management Portal. Licence term (validity period) is twelve (12) months. Payment of full term due on delivery. Licences renewed before their expiration date may be reused. Licences deactivated with the expiration of the term cannot be used anymore. Reference § Cancellation in this document for licence deactivation.

Intended for use with INSYS OS Router devices, INSYS icom OS Router devices and PC-like devices and/or third-party devices. Includes one (1) licence which authorises the use of one (1) device. Licences are transferable, not bound to dedicated devices (e.g. independent of serial no.). Labelled ‘unrestricted’ in VPN Management Portal. Licence term (validity period) is twenty-four (24) months. Payment of full term due on delivery. Licences renewed before their expiration date may be reused. Licences deactivated with the expiration of the term cannot be used anymore. Reference § Cancellation in this document for licence deactivation.

Intended for use with additional INSYS OS Router devices, INSYS icom OS Router devices and PC-like devices and/or third-party devices. Includes the licence quantity needed to authorise the use of the additional devices requested until the end of its term. Licences are transferable, not bound to dedicated devices (e.g. independent of serial no.). Labelled ‘unrestricted’ in VPN Management Portal. Licence term (validity period) is one (1) month. Purchase quantity (months x units) needed to extend from start date (as specified on order) until expiration of iCS – VPN Service item that accompanies the referred contract (CS-). Item cost computed as the product of number of billable months and number of devices^[4]. Payment of full term due on delivery. Licences renewed before their expiration date may be reused. Licences deactivated with the expiration of the term cannot be used anymore. Reference § Cancellation in this document for licence deactivation.

Availability limited to customers with paid licences of icom Connectivity Suite – VPN. In some cases, customers wish to register an additional icom Connectivity Suite – VPN instance under the ownership of a single company.

This item grants this setup through the proper creation of one (1) additional instance as follows:

Billing of this item occurs as a one-time, pre-paid setup fee. Country of origin: Germany. Unconfirmed items: The exact delivery date will be communicated to you.

INSYS icom offers training and consulting to help customers get the most value from this product. Visit our Support page or send an e-mail to: support@insys-icom.com to learn more about the training courses and consulting services available for this product.

With regard to the chargeable service icom Connectivity Suite – VPN, INSYS assures each end customer an availability of 99.8% of these services per calendar year. The service is considered "available" if the VPN Management Portal accepts authorised login attempts AND the VPN Server accepts connections from compatible and correctly configured devices. Periods of unavailability as defined in § 6.2 General terms and conditions for the use of Online Services are excluded from this availability, unless this document expressly provides otherwise.

Exclusions - This Service Level Agreement does not apply to:

INSYS provides the service availability status of the VPN Management Portal and VPN Server for each customer account running on new icom Connectivity Suite – VPN infrastructure on the icom Connectivity Suite – Status Page. A direct link (URL) to the account Status Page is displayed within each user’s "My VPN Hub" tab when that account is running on new icom Connectivity Suite – VPN infrastructure. The direct link to the Status Page authenticates the account using the Instance ID and the default code displayed to the user on the "My VPN Hub" tab. INSYS recommends that its customers record their direct link, Instance ID, and default code offline for reference if the system becomes unavailable. To access the Status Page if icom Connectivity Suite - VPN does not accept authorised login attempts, visit the Status Page and manually enter the account’s Instance ID and default code. INSYS recommends first visiting the Status Page in case of a perceived interruption of the service before contacting Technical Support.

The regular maintenance window for icom Connectivity Suite – VPN is between 06:00 and 09:00 AM CET/CEST every Tuesday. During this time, individual outages as well as impairments of the availability of the chargeable services due to maintenance, installation or conversion work coordinated with the user, as well as planned shutdowns or decommissioning coordinated with the user may occur during this time. However, INSYS reserves the right to conduct critical or urgently required maintenance work at times outside this maintenance window in order to react to unexpected service outages or threats to the legitimate interests of INSYS or its customers.

If an incident related to availability occurs, INSYS assures to notify affected customers of the incident resolution status within 2.5 hours of the customer’s initial notification. During an availability incident, INSYS reserves the right to display the incident resolution status exclusively on the Status Page as a notification to affected customers. In addition, INSYS may decide to send e-mail notifications to the contact person stored in the icom Connectivity Suite – Management Portal. Refer to § Notifications for more information.

icom Connectivity Suite - VPN uses OpenVPN clients to build VPN connections to the central server. The minimum supported version is OpenVPN 2.4. INSYS routers running INSYS OS must use INSYS OS version 2.12.20 or higher. INSYS routers running icom OS must use icom OS version 3.0 or higher. Devices with older versions of OpenVPN may not be able to connect or may unexpectedly lose their connection and become unreachable. It is the responsibility of the customer to keep all devices connected to icom Connectivity Suite up-to-date with a supported OpenVPN version.

If the service does not achieve the promised availability of this Service Level Agreement, the customer has a special right of termination at the end of the respective month within four (4) weeks after determination of the deviation. Limitation: Customers who have problems accessing or connecting to icom Connectivity Suite - VPN while the Status Page reports that the account/service is available are subject to the specified Technical Support and Documentation provisions available for this product.

A registration with the VPN Management Portal is required before the first order of a product. Registration at https://connectivity.insys-icom.de creates an account.^[6] Customers who already use the “icom Connectivity Suite – M2M SIM” may also use this account for VPN management.

Ordering of additional licences following the first order is made as self-service in the VPN Management Portal (“Licenses” menu > “Order Licences”) under specification of:

An e-mail will be sent by the VPN Management Portal to the contact data stored there as order confirmation.

Licence – VPN Flex

Each VPN Flex licence will be available activated within a working day upon order in the VPN Management Portal. An e-mail will be sent by the VPN Management Portal to the contact data stored there as delivery confirmation upon provision.

Licence – VPN Service (1 Year and 2 Year)

May be ordered anytime if at least one (1) icom Connectivity Suite – VPN Service item is valid on the contract. Must specify desired start date for proper cost accounting.

Licence – VPN Service Add-On

Ordering of Licence - VPN Service Add-On is not-available as self-service but may be ordered anytime if at least one (1) icom Connectivity Suite – VPN Service item is valid on the contract. Contact a relevant sales contact or e-mail info@insys-icom.de for proper ordering and accounting of these licences.

The customer must register with the VPN Management Portal (self-service) which creates an account for test provisions.

Test provisions are possible for 30 days in the following licence models:

The following licences are available during the test provision:

Test provisions cannot be mixed with licences in productive use within one account in the VPN Management Portal. An e-mail will be sent by the VPN Management Portal to the contact data stored there in due to before and with the expiry of the test provision period.

Contact person

The respective sales contact of the customer or info@insys-icom.de is to be contacted for the conversion of a test provision into a contract. In case of technical questions, the technical support of INSYS icom is available under support@insys-icom.com.

The cancellation of a VPN Flex licence is made as self-service in the VPN Management Portal (“Licences” menu >> manage (gear) of the respective licence). The cancellation of a VPN Flex licence will become effective at the end of the month in which it was cancelled. The VPN Flex licence is deactivated when the cancellation takes effect and can no longer be used. An e-mail will be sent to the contact stored the VPN Management Portal upon licence deactivation.

Pre-paid licenses (pre-payment 1 year, 2 year, or more) are neither cancellable nor refundable.

The cancellation of a contract^[7] is done by sending an email to info@insys-icom.de stating the cancellation date, the customer data, the account (by Instance ID) as well as the contract number (CS-). This contract can be cancelled within a period of one (1) month.

The cancellation of an account is done by specifying the cancellation date, the customer data and the account (by Instance ID). This action revokes a user’s authorisation to access the VPN Management Portal. Data associated with terminated accounts will be taken offline six (6) weeks after account termination and completely removed from the system after three (3) months.