Service Level Agreements

Version 31/03/2026

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Our Service Level Agreements (SLAs) are crafted to support MFL machinery users throughout the asset's lifecycle. By integrating traditional services with digital solutions, we extract valuable insights from industrial data, enabling both End Users and OEMs to make informed, data-driven decisions.

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Traditional Services

Service Agreement	Etna	Pacaya	Mont Blanc	Everest
Quarterly Intelligence Reports
Chat-based Concierge over WhatsApp for Business
Unlimited Remote Support
On-site Annual Programmed Visit
Spare Parts Discount
Help-desk Priority Queue in Salesforce CRM

Digital Services

Service Agreement	Etna	Pacaya	Mont Blanc	Everest
Acumen (IIoT) Connectivity. (Edge Computer Required)
Scout: 3D Spare Parts Shopping Experience. Unlimited User Licenses
Wizard: Drawing Diagrams Simulation. Unlimited User Licenses
Acumen (IIoT) Unlimited User Licenses
Acumen Access to APIs
Emma: Generative AI Assistant
Emma AI Agents for Acumen
Eagle: Computer Vision Software Licenses