Reliability

  1. What Service-Level Agreements (SLAs) exist for VoiceConsole SaaS deployment's availability and uptime?

    VoiceConsole SaaS deployment is built on Microsoft Azure to maintain a resilient and scalable service across components. Honeywell makes every effort to achieve an optimum and commercially reasonable level of uptime by using a variety of cloud and edge computing technologies. We currently target a cloud service uptime of 99.9%1 enabled by failover services and redundancy as well as the design of core function components to run on the edge device which are not dependent on the cloud. Multi-region data center failover is also available for additional fallback redundancy, though is not factored into this uptime target. In addition, there are factors outside of our control that can impact overall uptime availability. See Service Disclaimer below for details.

    VoiceConsole SaaS deployment's cloud uptime targets are subject to change as future releases may feature edge computing enhancements that further improve the availability of core functionality.

  2. Can Honeywell guarantee an uptime of 100%?

    Honeywell makes every effort to achieve the maximum uptime as is reasonably possible. We target 99.9%1, but recognize there are many factors which impact overall availability. Strategies for maximizing uptime include the use of some core function components designed to run on the edge device, failover services, and redundancy.

  3. How does the VoiceConsole SaaS deployment impact latency, bandwidth, and scalability?

    VoiceConsole SaaS deployment provides high reliability through its robust infrastructure built on Microsoft Azure, which is renowned for its resilient and scalable cloud services. Microsoft Azure provides powerful performance and uptime, thereby enabling seamless and predominantly uninterrupted management of voice-enabled devices. Honeywell has designed VoiceConsole SaaS deployment to be highly available, with multiple regions supported for redundancy. Accordingly, if an issue arises in one data center, services can quickly be provided by another, thereby producing minimal disruption. The architecture of the VoiceConsole SaaS deployment includes automated failover mechanisms and regular health checks to quickly detect and address any potential issues.

    Honeywell scales resources based on the number of active licenses and performance monitoring metrics. Resource allocation may be adjusted when license modifications occur. See documentation for limits on maximum number of licenses per instance.

    Customers should review their current wireless network capacity along with the upstream bandwidth supplied by their Internet Service Provider (ISP) to verify that both can support periods of peak utilization. As a baseline, plan for roughly 0.01 MBps of sustained Internet bandwidth per managed device during normal operation. For burst-intensive events—such as shift starts, large-scale profile downloads, or other mass updates—it is recommended to reserve approximately 0.10 MBps per device. Confirm that the total of these per-device requirements remains within the guaranteed service level of your ISP, ensure that consideration is had towards any contention ratios or traffic-shaping policies that might reduce throughput during peak utilization timeframes.

    For Server specific information, visit the Server Requirements Page.

  4. What is our Recovery Time Objective/Recovery Point Objective?

    The maximum allowed Recovery Time is 30 seconds or under with an Attainment Percentage of >100%.

  5. What happens if the cloud goes down?

    The Honeywell Voice Solution, inclusive of both On Prem and SaaS deployments, is designed to withstand some level of service interruption without immediately impacting workers depending on the active function or task. As a result, the uptime of core components will likely be higher compared to the overall target uptime.

    Cloud service interruption information other related details can be found within the Disaster Recovery section.

1Subject to the Service Disclaimer

Service Disclaimer

Honeywell is not responsible or liable for any issues, problems, unavailability, delay or security incidents arising from or related to: (i) conditions or events reasonably outside of Honeywell’s control; (ii) cyberattack; (iii) the public internet and communications networks; (iv) data, software, hardware, services, telecommunications, infrastructure or networking equipment not provided by Honeywell or acts or omissions by the Customer and/or its third parties; (v) Customer and its Users negligence and/or failure to use the latest software version or follow published documentation; (vi) modifications or alterations not made by Honeywell; (v) loss or corruption of data; (vi) unauthorized access via Customer’s credentials; or (vii) Customer’s failure to use administrative, physical and technical safeguards to protect Customer’s systems or data or follow industry-standard security practices. The uptime target stated herein is for production environments only and does not include User Acceptance Testing (UAT), other test, evaluation, or demonstration environments and excludes any planned or unplanned maintenance, scheduled downtime, or matters outside of Honeywell's reasonable control. “Planned Downtime” is a period of time, scheduled at least two weeks in advance with written notice to the customer, during which the Hosted Service is unavailable for normal use in order for Provider to improve, enhance or repair the Hosted Service. In no event shall Planned Downtime exceed an aggregate of three (3) hours in any calendar month.