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Service Level Agreement Overview

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Service Level Agreement

Service Level Agreement

The Service Level Agreement (SLA) for Trackunit digital solutions is part of your licensing agreement (Agreement). This SLA applies to all online services provided by Trackunit to you as a customer. The availability guarantee does not apply to hardware applications that are dependent on installation and service of customer’s asset that is outside of Trackunit’s control. If Trackunit does not achieve or maintain the service levels described in this SLA, and you have subscribed to the Premium SLA, you may be eligible for compensation in form of a credit memo towards a portion of your monthly license fees. This SLA lasts until the end of your agreement period but can be changed with written agreement or when renewing the agreement period.

Services Level Offerings

Trackunit offers 2 levels of SLA. Our Standard SLA is included with all Fleet Plans and Premium SLA is a paid add-on. Please note that Trackunit Technical Support is available for direct customers of Trackunit. To identify the right service level for your business, please consider the criticality rating of the Trackunit Systems and Services for your use case. The criticality rating will depend on how your business utilizes the services provided by Trackunit.

Standard SLA Overview

The Standard SLA is included in all Fleet Plans. Trackunit always strives to answer support issues quickly, to efficiently resolve issues and to ensure that our platform and services are highly available. With the Standard SLA we do not offer a specific promise on platform uptime. Ticket/Email response time is broken down into 2 categories; Critical issues and Non-Critical issues. Critical issues receive a response within 2 business hours, and Non-Critical issues receive a response within 16 business hours. Customers are welcome to call Trackunit Support and can look forward to a response to a call within 5 minutes, or request a callback within 2 business hours. In addition to the Trackunit Help Center we also have a Customer Community forum that enables peer-to-peer and one-to-many support experience that enables customers to find answers to most common questions quickly.

Premium SLA Overview

The Premium SLA is independent of Fleet Plans and is a paid add-on. It includes 99.8% or better uptime on services and APIs, with the fastest request response time, problem resolution time and prioritized incident resolution. The Premium SLA ensures that the Trackunit systems have the highest availability and the fastest level of engagement and support if needed. The Premium SLA is suitable for customers with more advanced service needs and higher response demands.

SLA Comparison Matrix

At a glance comparison of the Trackunit SLA levels

Subscription Fleet Plan: All
Service Level Agreement: Standard

  • Technical Support response time – Phone Direct Call (Within business hours): < 5 minutes
  • Technical Support response time – Phone Callback (Within business hours): < 2 hours
  • Technical Support response time – E-mail Critical issues (Within business hours, available via webform): < 2 business hours
  • Technical Support response time – E-mail Non-Critical issues (Within business hours): < 16 business hours
  • Guaranteed service uptime*: Best effort
  • Guaranteed API availability *: Best effort
  • Monthly service credits in case of downtime or unfulfilled response time: No
  • Access to Trackunit Help Center, Webinars, Developer Hub, Status Page and Product Portal
  • Unlimited one-to-many and peer-to-peer support and best practice sharing through the Trackunit Community

Subscription Fleet Plan: Paid add-on
Service Level Agreement: Premium

  • Technical Support response time – Phone Direct Call (Within business hours): < 60 seconds
  • Technical Support response time – Phone Callback (Within business hours): < 15 minutes
  • Technical Support response time – E-mail Critical issues (Within business hours, available via webform): < 30 minutes
  • Technical Support response time – E-mail Non-Critical issues (Within business hours): < 4 hours
  • Guaranteed service uptime*: 99.8%
  • Guaranteed API availability *: 99.8%
  • Monthly service credits in case of downtime or unfulfilled response time: Yes
  • Access to a Customer Success Manager: Yes
  • Access to Trackunit Help Center, Webinars, Developer Hub, Status Page and Product Portal
  • Unlimited one-to-many and peer-to-peer support and best practice sharing through the Trackunit Community

*Availability calculated on a monthly basis and not including announced service windows and scheduled maintenance

 

‘Critical’ issues

Critical issues receive a faster response time than non-critical issues. Critical issues consist of any of the following:

  • Incident
  • Trackunit platform or tool not accessible
  • Machine not working
  • Machine not accessible
  • Theft/recovery
  • Data-loss
  • Outbound API data not flowing

 

‘Non-Critical’ issues

Non-Critical issues encompass the majority of cases. Non-Critical issues consist of any of the following:

  • Asset activation
  • Asset ownership transfer
  • Asset cancellation
  • Meta-data change
  • Single asset issue
  • Account settings/setup
  • Feature request
  • Minor bug
  • Cosmetic issue
  • Inbound API data not showing
  • Other

Claims and Compensation

For Trackunit to consider a claim towards compensation, all information needed to be able to verify your claim must include but is not limited to; detailed description of the incident, information regarding time and duration of the incident, downtime, the number and location of affected users, and a description of your attempts to resolve the incident. Trackunit will use the severity of the SLA violation in consideration for the amount of eligible credit up to a maximum of 5% for Premium.
In order for Trackunit to be able to process a claim, Trackunit Technical Support must receive the claim within 30 days from the incident. Trackunit will evaluate all information in good faith and determine if you are eligible to receive a credit memo. We will exercise reasonable efforts to process the claim within 30 days from receiving the claim. You must be compliant with the Agreement to be eligible for any credit memo.

Credit memos are your sole and exclusive remedy for any performance availability issues regarding Trackunit’s digital solution. Thus, Trackunit will never compensate for any internal costs, loss of business or 3rd party costs unless other remedies have been agreed in the Agreement. You are not entitled to withhold payment of license fees due to performance or availability issues.

Limitations

The following exceptions and limitations apply:

  1. Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, network or device failure external to our data centers, including at your site or between your site and our data center).
  2. That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth, lack of network coverage or related to third-party software or services.
  3. Caused by your use of a service after our recommendation to modify this use.
  4. During or with respect to preview, pre-release, beta or trial versions of a service, feature or software (as determined by us).
  5. That result from unauthorized action or lack of action when required, from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment, or otherwise from your failure to follow appropriate security practices.
  6. That result from your failure to; adhere to any required configurations, use of supported platforms, follow any policies for acceptable use, or your use of the service in a manner inconsistent with the intended features and functionality of the service (for example, attempts to perform operations that are not supported), or inconsistent with our published guidance.
  7. That result from faulty input, instructions, or arguments (for example, requests to access data that do not exist).
  8. That result from your attempts to perform operations that exceed prescribed quotas or that resulted from our throttling of suspected abusive behavior.