Warranty & SLA

This document sets out the warranty terms, service level commitments, support entitlements, and legal agreements that govern your Ngoma deployment. All clients receive a baseline warranty and SLA; enhanced commitments are available through Professional and Enterprise support plans. If you have any questions, contact support@workforceanalytics.co.za.

Warranty Overview

Ngoma warrants that its hardware and software components will perform materially in accordance with the published specifications for the warranty period beginning on the date of delivery. The standard warranty period is 24 months from delivery for hardware and 12 months from subscription commencement for software, extendable under Professional and Enterprise plans.

Hardware Coverage

The hardware warranty covers defects in materials and workmanship under normal operating conditions. Covered components include the robot chassis, sensor array, drive system, battery pack, and all factory-installed modules.

Component	Standard (24 mo)	Extended (36 mo)	Coverage
Chassis & Frame	✅	✅	Manufacturing defects, structural failure
LiDAR & Camera Array	✅	✅	Sensor failure, calibration drift beyond spec
Drive Motors & Wheels	✅	✅	Motor failure, encoder faults
Battery Pack	✅	✅	Capacity below 80% of rated spec within warranty period
Charging Dock	✅	✅	Connector wear, charging circuitry failure
Thermal Sensor Module	✅	✅	Sensor accuracy, module connectivity
Microphone Array	✅	✅	Element failure, directional sensitivity degradation
Speaker Assembly	✅	✅	Driver failure, amplifier faults
Compute Module (SBC)	✅	✅	Hardware failure, I/O port defects
Wi-Fi / Bluetooth Radio	✅	✅	Radio module failure, antenna defects
Cosmetic Components	Limited	Limited	Factory-original surface defects reported within 30 days of delivery

Software Coverage

The software warranty guarantees that the Ngoma platform — including the AI perception engine, cloud dashboard, Home Assistant integration layer, mobile and web clients, and all SDKs — will operate in substantial conformance with the published documentation. Software defects are remediated via patch releases on the following schedule:

Defect Severity	Definition	Patch Target
Critical	Platform inoperative; no usable workaround	Emergency hotfix within 24 hours
High	Core feature impaired; workaround possible	Patch release within 7 calendar days
Medium	Non-critical feature degraded	Included in next scheduled minor release
Low	Cosmetic or minor usability issue	Roadmap consideration; next major release

Software updates are delivered automatically over-the-air when the unit is connected to the internet. All updates are backwards-compatible within a major version. Major version upgrades (e.g., v2.x → v3.x) are provided free of charge to clients on active support plans.

Exclusions

The following are not covered under the Ngoma warranty:

• Physical damage resulting from misuse, accidents, drops, liquid ingress, or modification by unauthorised personnel
• Damage caused by operating outside the specified environmental range (temperature 5 °C – 40 °C, humidity 10 % – 85 % non-condensing)
• Consumable parts subject to normal wear (wheel treads, dock contact pads, HEPA filters if applicable)
• Damage resulting from use of third-party accessories, firmware, or software not approved by Ngoma
• Software issues caused by incorrect configuration of the client's network, Home Assistant instance, or access control policies
• Data loss where the client has not maintained recommended backup procedures as described in the User Manual
• Units where the serial number or tamper-evident seal has been removed or defaced
• Force majeure events including power surges, flooding, fire, or other acts beyond Ngoma's reasonable control

SLA Commitments

Ngoma commits to the following service level metrics for the cloud dashboard, API gateway, MQTT broker, and OTA update infrastructure. These commitments apply to the managed cloud components; on-premise Home Assistant instances are outside the SLA boundary.

Uptime Calculation & Credits

Monthly uptime percentage is calculated as: ((total minutes − downtime minutes) / total minutes) × 100. Scheduled maintenance windows, client-side network outages, and force majeure events are excluded from downtime calculations.

If Ngoma fails to meet the committed uptime percentage in any calendar month, the following service credits apply automatically to the client's next invoice:

Monthly Uptime Achieved	Service Credit
99.0 % – <99.9 %	10 % of monthly subscription fee
95.0 % – <99.0 %	25 % of monthly subscription fee
90.0 % – <95.0 %	50 % of monthly subscription fee
< 90.0 %	100 % of monthly subscription fee

Support Tiers

All Ngoma clients receive Standard support as part of their subscription. Clients requiring faster response times, dedicated engineering access, or on-site coverage can upgrade to Professional or Enterprise support at any time.

Escalation Path

If you believe your issue is not being resolved within the committed timeframes, follow the escalation path below. Provide your ticket reference number at each stage to ensure continuity.

Priority	Definition	Initial Response	Resolution Target	Escalation After
P1 Critical	Platform fully inoperative; all users affected	15 min (Enterprise) / 1 hr (Pro) / 4 hr (Std)	4 hours	1 hour of initial response
P2 High	Core feature impaired; workaround exists	2 hr (Pro/Ent) / 4 hr (Std)	1 business day	4 hours of initial response
P3 Medium	Non-critical feature affected; minimal impact	1 business day	5 business days	2 business days of initial response
P4 Low	Cosmetic, documentation, or enhancement request	2 business days	Roadmap / next release	5 business days of initial response

Terms of Service

By activating, configuring, or using any Ngoma product or service (collectively, the "Platform"), you agree to be bound by these Terms of Service ("Terms"). If you are entering into these Terms on behalf of an organisation, you represent that you have the authority to bind that organisation. These Terms form a binding legal agreement between you ("Client") and Workforce Analytics (Pty) Ltd ("Ngoma", "we", "us").

1. Licence Grant

Subject to these Terms and timely payment of applicable subscription fees, Ngoma grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform solely for your personal and household use and in accordance with the published documentation. You may not sublicence, resell, or make the Platform available to third parties without prior written consent.

2. Acceptable Use

You agree not to use the Platform to:

• Violate any applicable law, regulation, or third-party right
• Collect biometric or sensitive personal data in jurisdictions where such collection is prohibited without explicit consent
• Interfere with or disrupt the integrity or performance of the Platform or its underlying infrastructure
• Attempt to gain unauthorised access to any system, network, or data associated with the Platform
• Reverse-engineer, decompile, or disassemble any proprietary component of the Platform
• Use the Platform in safety-critical or life-critical applications without additional independent safeguards

3. Subscription and Payment

Subscription fees are billed monthly or annually as elected at sign-up. All fees are exclusive of VAT and applicable taxes, which are the Client's responsibility. Invoices are due within 30 days of issue. Ngoma reserves the right to suspend access to the Platform if payment is overdue by more than 15 days, after written notice. Price changes are communicated at least 60 days in advance.

4. Intellectual Property

All intellectual property rights in the Platform — including the AI perception models, firmware, cloud software, documentation, and trademarks — remain the exclusive property of Ngoma. These Terms do not transfer any ownership rights to you. You retain ownership of your data and analytics outputs generated by the Platform.

5. Limitation of Liability

To the maximum extent permitted by applicable law, Ngoma's total aggregate liability to you in connection with these Terms or the Platform shall not exceed the total subscription fees paid by you in the 12 months preceding the event giving rise to the claim. Ngoma is not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, or business interruption, even if advised of the possibility of such damages.

6. Indemnification

You agree to indemnify and hold harmless Ngoma and its officers, directors, employees, and agents from and against any claims, damages, losses, and expenses (including reasonable legal fees) arising out of your use of the Platform in violation of these Terms, your data processing activities, or your violation of any applicable law or third-party right.

7. Term and Termination

These Terms remain in effect for the duration of your subscription. Either party may terminate for material breach that is not cured within 30 days of written notice. Ngoma may terminate immediately if you violate the Acceptable Use provisions. Upon termination, your licence is revoked and you must return or destroy any proprietary materials. Data export is available for 30 days post-termination upon request.

8. Governing Law

These Terms are governed by the laws of the Republic of South Africa. Disputes shall be referred first to good-faith negotiation, then to binding arbitration under the AFSA rules in Cape Town, South Africa, before any court proceedings are initiated.

9. Modifications

Ngoma may modify these Terms at any time by posting the updated version to this page and notifying you by email at least 30 days before the changes take effect. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

Privacy Policy

Workforce Analytics (Pty) Ltd is committed to protecting your privacy and handling your personal information responsibly, in compliance with the Protection of Personal Information Act 4 of 2013 (POPIA) and, where applicable, the European General Data Protection Regulation (GDPR).

1. Information We Collect

In the course of providing the Platform, Ngoma processes the following categories of information:

Category	Examples	Purpose	Retention
Account Data	Name, email, organisation, role	Authentication, billing, support	Duration of subscription + 7 years
Usage & Telemetry	API calls, feature usage, error logs	Platform stability, support, improvement	13 months rolling
Sensor Data	Occupancy counts, motion events, anonymised heatmaps	Analytics outputs delivered to Client	90 days on cloud; configurable on Client's Home Assistant
Biometric Data	Facial recognition vectors (if enabled)	Access control and security alerts	Stored on-premise only; not transmitted to Ngoma cloud by default
Wellness Readings	Heart rate range, stress indicators (aggregated)	Wellness monitoring dashboard	30 days rolling; anonymised before cloud transmission
Voice Interactions	Wake-word detection logs, command transcripts	Command fulfilment, accuracy improvement	7 days; opt-out available in Settings

2. How We Use Your Information

We use the information we collect to: deliver and operate the Platform; process subscription payments and send billing notices; provide technical support and resolve incidents; improve the Platform's AI models (using aggregated, anonymised data only); comply with legal obligations; and communicate product updates, security notices, and policy changes.

We do not sell, rent, or share your personal information with third parties for their own marketing purposes.

3. Data Localisation and Cross-Border Transfers

By default, sensor telemetry and analytics data are processed on the Client's on-premise Home Assistant instance. Cloud-synchronised data is stored in the Ngoma cloud infrastructure, currently hosted in South Africa (Cape Town region). Enterprise clients may request dedicated regional deployments. Where data is transferred outside South Africa, Ngoma implements appropriate safeguards including standard contractual clauses or binding corporate rules.

4. Biometric Data and Privacy-by-Design

Facial recognition and other biometric features are disabled by default. When enabled, biometric processing occurs on-device and the resulting feature vectors are stored exclusively on the Client's local Home Assistant instance. Ngoma does not transmit raw biometric data to the cloud. Clients are responsible for obtaining informed consent from individuals whose biometric data is captured, in accordance with applicable law.

5. Your Rights

Subject to applicable law, you and individuals whose data is processed through the Platform have the right to:

• Access: Request a copy of personal information held about them
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request erasure of personal information where no legitimate basis for retention exists
• Objection: Object to processing based on legitimate interests
• Portability: Receive personal data in a structured, machine-readable format
• Withdrawal of Consent: Withdraw consent for processing where consent is the legal basis

To exercise these rights, contact our Information Officer at privacy@workforceanalytics.co.za. Requests are acknowledged within 3 business days and fulfilled within 30 days.

6. Security Measures

Ngoma implements industry-standard security controls to protect your data, including TLS 1.3 encryption in transit, AES-256 encryption at rest for cloud-stored data, role-based access control for all cloud systems, SOC 2 Type II-aligned operational security practices, and regular third-party penetration testing. In the event of a data breach affecting your personal information, Ngoma will notify you within 72 hours of becoming aware of the breach, as required by POPIA and GDPR.

7. Cookies and Tracking

The Ngoma web dashboard uses strictly necessary cookies to maintain your authenticated session. Optional analytics cookies (used to understand dashboard usage patterns) are enabled only with your explicit consent. You can manage cookie preferences from the Settings menu in the web dashboard at any time.

8. Children's Privacy

The Platform is intended for use in commercial and enterprise environments by adults. Ngoma does not knowingly collect personal information from individuals under the age of 18. If you believe that personal information of a minor has been collected through the Platform, contact privacy@workforceanalytics.co.za immediately.

9. Changes to This Policy

Ngoma may update this Privacy Policy periodically. Material changes are communicated by email and posted to this page with a revised effective date at least 30 days before taking effect. The current effective date appears at the top of this page.

10. Contact

For privacy enquiries, data access requests, or complaints, contact: