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Trackunit Service Level Agreement Overview

Intro section

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 but does not apply to any on-premise software and/or firmware.

If Trackunit does not achieve or maintain the service levels described in this 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.

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.

In order for Trackunit to be able to process a claim, Trackunit Customer Care 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 use commercial 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

No SLAs described in this document or elsewhere apply to any performance or availability issues:

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 behaviour.

Services Level Offerings

Trackunit offers 3 levels of SLA to match the needs of Community, Priority and Enterprise customers. The 3 levels differ on a number of key parameters such as phone and online support, system uptime, proactive monitoring and level and method of notification.

Criticality rating

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, if your business utilizes API integrations includes Trackunit services as part of core business processes, we recommend going to a higher service level.

C1 – Always Highly Critical For Business

7X24 availability is needed and even a minor outage measured in minutes has potential high business impact. Typically use cases with a C1 level includes OEMs manufacturing facilities where an API outage may delay product finalization.
Recommended SLA: Enterprise SLA or Priority SLA.

C2- Highly Critical

The Trackunit system and services are critical for business processes 5X8. Minor outages or delayed response has significant business impact. Typical use cases for a C2 rating may be large rental companies with API integration into the rental management system or rental or construction companies who have digitized their Access control, prechecks or service process (Remote troubleshooting)
Recommended SLA: Priority SLA

C3 – Medium Criticality, Some business impact, work arounds possible.

Typical use case: Rental and construction companies using Trackunit systems and services for additional lookup of information about machine hours and whereabouts, etc.
Recommended SLA: Community SLA or Priority SLA    

C4- Non-Critical, Business goes on even when the service is down.

Typical use case, local contractor, focus on theft prevention and equipment location and recovery
Recommended SLA: Community SLA

Community SLA overview

The Community SLA is included by default in the Trackunit packages. Trackunit always strive to answer support issues quickly, to efficiently resolve issues and to ensure that our platform and services are highly available. At the community level, no specific promises are made regarding request response time, problem resolution time, or platform uptime. The Community SLA is used successfully by many customers who typically rate the Trackunit systems and services at C3 or C4 on the criticality rating.

Priority SLA Overview

The priority SLA delivers 99% or better uptime on services and APIs, with fast request response time, problem resolution time and prioritized incident resolution. The Priority SLA ensures that the Trackunit systems are available when you need them and is suitable for customers who rate the Trackunit systems and services at C3 or C2 on the criticality rating.

Enterprise SLA Overview

The Enterprise SLA includes 99% or better uptime on services and APIs, with the fastest request response time, problem resolution time and prioritized incident resolution. Furthermore, incidents on customers with Enterprise SLA will include Management level escalation and 7X24 hour assistance by the Trackunit Dev-Ops team. The Enterprise SLA ensures that the Trackunit systems have the highest availability and the fastest level of engagement and support if needed. Enterprise SLA is suitable for customers who rate the Trackunit systems and services at C2 or C1 on the criticality rating.

SLA Comparison matrix

At a glance comparison of the Trackunit SLA levels

Service Level

Community

Priority

Enterprise

Customer Care response time - Phone

(Within working hours)

Best effort

<5 mins*

<60 secs*

Customer Care response time - E-mail

(Within working hours, notification by phone required)

Best effort

< 8 hours*

< 1 hour*

Guarantied service uptime

Best effort

99%*

99.8%*

Guarantied API availability

Best effort

99%*

99.8%*

Engineering incident response time

Best effort

<5 days*

<24 hrs*

Customer account review/exec business review

No

No

Yes

7X24 Support hotline for critical incidents

No

No

Yes

Daily Data backup

Yes

Yes

Yes

Monthly service credits in case of downtime

No

No

Yes**

Customize SLA to fit specific customer needs

No

No

Yes

List Price

Included

+10%

+30%

*Calculated on a monthly basis and not including announced service windows and scheduled maintenance, see full SLA document for details.

**See full SLA document for service credit rules.

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