This Support & SLA Schedule sets out how BAYTON supports BEAM Device Management - the severity levels, response targets, what's included, and the optional Extended and Enhanced support add-ons. It supplements the Terms and Conditions; where an Order specifies different support arrangements, the Order applies to the extent of any conflict.
"BEAM Device Management" (or "BEAM") is the managed Android service. "BAYTON" (B8N LTD t/a BAYTON) is the provider that operates the platform and delivers support. To raise a request, email [email protected].
1. How support works
BEAM Device Management is a managed service: BAYTON operates the platform and handles the day-to-day so your team doesn't have to. Standard support is included in your per-device price and covers reactive break/fix and routine changes during Business Hours, on a fair-use basis (section 5).
Two optional add-ons extend that cover: Extended adds best-efforts evening and weekend response, and Enhanced adds a guaranteed 24×7 commitment for the most serious issues (section 8).
| Tier | Coverage | Price |
|---|---|---|
| Standard | Included. Business Hours, reactive support and routine changes within fair use. | Included in your per-device price |
| Extended | Adds best-efforts evening & weekend cover for serious issues. No guarantee. | +£0.20 / device / month, min £75 / month |
| Enhanced | Guaranteed 24×7 response for critical issues, a named contact and a monthly review. | +£0.60 / device / month, min £150 / month |
2. Getting support
Raise requests by email to [email protected]. Please include the affected devices or groups, what you're seeing, and any deadline so BAYTON can set the right severity.
Direct customers: BAYTON is your first-line support - report directly.
Customers supplied through a reseller: your reseller provides first-line support; BAYTON provides second-line support to the reseller. Please raise requests with your reseller in the first instance, unless separately agreed.
The most urgent device actions don't need a ticket at all - lock, wipe, locate, lost-mode and password reset are available to you in the console 24/7, on every tier (section 7).
3. Severity levels
BAYTON sets the severity of each request on the facts, and may re-grade it as the picture becomes clearer. Severity reflects business impact, not how a request is labelled.
| Severity | Meaning | Examples |
|---|---|---|
| P1 - Critical | Estate-wide or site-wide loss of service, or an urgent security event. | Mass enrolment failure; a lost or stolen device needing action; a policy change causing widespread lockout. |
| P2 - High | Significant impact to a group or location. | A policy or app not applying to a set of devices; a deployment failing for a defined cohort; reporting unavailable. |
| P3 - Medium | Limited impact, or a routine request. | A single-device fault; a "how do I…" question; a non-urgent change. |
| P4 - Low | Minor or scheduled. | A feature request; a future-dated change; an advisory query. |
4. Response targets
Targets below are for initial response - the time to acknowledge and begin work - not a guaranteed resolution time. Resolution depends on severity, your cooperation, third-party services, platform and device state, reproducibility, and network availability.
Standard (included)
Business Hours: Monday to Friday, 09:00-17:30 UK time, excluding bank and public holidays in England and Wales.
| Severity | Initial response | Update cadence |
|---|---|---|
| P1 | 1 Business Hour | Every 4 Business Hours |
| P2 | 4 Business Hours | Daily |
| P3 | 1 Business Day | On material change |
| P4 | 2 Business Days | On material change |
A P1 raised up to 15 minutes after the close of the Business Day (by 17:45) is still picked up the same day on best efforts. Later than that, and at weekends or on bank holidays, a P1 is picked up the next Business Day under Standard - unless Extended or Enhanced cover is in place. Self-service security actions (section 7) remain available 24/7 regardless.
Extended (add-on)
Standard cover, plus best-efforts response Monday to Friday 17:30-22:00 and weekends and bank holidays 09:00-17:00:
| Severity | Out-of-hours target | Commitment |
|---|---|---|
| P1 | 2 hours | Best efforts (reasonable endeavours, not guaranteed) |
| P2 | Next Business measure | Best efforts |
| P3 / P4 | Next Business Day | Best efforts |
Enhanced (add-on)
A guaranteed 24×7 commitment for the most serious issues, a named contact, and a monthly service review:
| Severity | Initial response | Coverage |
|---|---|---|
| P1 | 1 hour (Business Hours) / 2 hours (out of hours) | 24×7, guaranteed |
| P2 | 2 hours | Extended hours |
| P3 | 4 Business Hours | Business Hours |
| P4 | 1 Business Day | Business Hours |
Response targets are service commitments; they do not carry service credits. Enhanced cover is provided where agreed in writing or set out in an Order.
5. What's included as standard
Within Business Hours and on a fair-use basis (section 6), Standard support includes:
- Reactive break/fix for faults attributable to BEAM Device Management.
- Day-to-day changes: policy and restriction changes, app deployment and updates, device-group changes, kiosk and enrolment-profile adjustments.
- Lifecycle actions: enrol, retire, wipe, locate, lost-mode and password reset at operational volumes.
- Reporting, and a single point of contact for your estate.
There are no per-ticket charges for support within fair use. BAYTON will always tell you before any work becomes chargeable.
6. Fair use
Standard support is provided on a fair-use basis - effectively unlimited for normal day-to-day running, scaled to your estate size and the frequency and intensity of your requests. Most discrete actions take only a few minutes, so a normal estate raises as many as it needs without ever approaching the line.
Fair use is assessed against estate size, request frequency and intensity, and the balance of open-ended advisory work versus discrete operational actions. Where use materially and repeatedly exceeds fair use, BAYTON will notify you and may agree additional support, an Extended or Enhanced plan, or chargeable time (section 9) before continuing. Consumption is recorded against your account and can be shared on request.
7. Self-service security actions
The actions customers most often need in a hurry are available to you directly, at any time, on every tier - including outside Business Hours:
- Lock a device
- Locate a device
- Lost-mode
- Remote wipe
- Password / passcode reset
So if a device goes missing at 9pm on a Saturday, you can act immediately without waiting on a response target. BAYTON can also action these for you within the applicable response target.
8. Add-on support tiers
Two optional tiers extend cover beyond Standard. Both are priced as a per-device uplift with a monthly minimum, whichever is greater.
| Add-on | What you get | Price |
|---|---|---|
| Extended support | Best-efforts P1/P2 response on evenings (to 22:00) and weekends and bank holidays. No guarantee. | +£0.20 / device / month, min £75 / month |
| Enhanced support | Guaranteed 24×7 P1 response (1 hour in Business Hours, 2 hours out of hours), faster P2, a named contact and a monthly service review. | +£0.60 / device / month, min £150 / month |
Add-on cover is confirmed in your Order. Get in touch to add it.
9. Out of scope and chargeable work
Some work falls outside standard support. Where BAYTON can help, it's quoted in advance at the BEAM-customer rate of £75 per hour - half BAYTON's standard consulting rate, reflecting that you're already on a subscription. This applies to:
- Bulk operations and projects - any single coordinated action affecting more than 50 devices, and any migration, mass re-enrolment, OS-upgrade wave, new enrolment-method setup, bespoke integration or custom reporting. These are quoted per project.
- Support time beyond fair use (section 6), charged in 30-minute increments.
- On-site attendance, charged at a day rate plus reasonable expenses.
The following are not covered by BEAM Device Management support:
- Faults in third-party apps, carrier or network services, the Google Android Management API or Android Enterprise platform, or device hardware, firmware or OEM defects.
- End-user training, train-the-trainer, and bespoke documentation.
- Forensic investigation; recovery from customer-side error; and work caused by changes you make outside the BEAM platform, unsupported configurations, or breach of the Terms.
- Enrolment tooling and licences supplied separately (such as Android Zero-touch, Samsung Knox or Zebra StageNow accounts) - BAYTON configures these, but the account or licence cost is not BAYTON's.
- Out-of-hours response, unless Extended or Enhanced cover is in place.
10. Definitions
"Business Day" means Monday to Friday, excluding bank and public holidays in England and Wales.
"Business Hours" means 09:00 to 17:30 UK time on a Business Day. "Business Hour" is one hour within Business Hours.
"Out of hours" means any time that is not within Business Hours.
"Initial response" means BAYTON acknowledging a request and beginning work on it; it is not a resolution time.
"Fair use" has the meaning given in section 6.
"Order" has the meaning given in the Terms and Conditions.
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