General Responsibilities
- Platform updates, fixes, security alerts, and critical patch updates and general maintenance releases, selected functionality releases, and documentation updates, that Onfleet provides to other customers for no additional fee.
- Respond to service requests.
Availability
- The online availability of the Platform is reported at http://status.onfleet.com.
Support Requests
CUSTOMER RESPONSIBILITIES (1ST LINE SUPPORT)
- Respond to user's and driver's inquiries regarding the performance, functionality or operation of the Platform or other Platform problems or issues;
- Communicate issues with the Platform to Onfleet support personnel by the methods outlined in the table below;
- Collect supporting data and diagnostic information as requested by Onfleet to facilitate resolution of issues;
- Communicate to users and drivers known resolution of problems or issues with the Platform.
ONFLEET RESPONSIBILITIES (2ND AND 3RD LINE SUPPORT)
- Diagnosis of problems or issues not resolved by 1st Line of Support, and
- Reasonable commercial efforts to resolve reported and verifiable errors in the Platform so that it performs in all material respects as described in the Platform's technical documentation.
Technical Contacts
Customer technical contacts must:
- Have, at a minimum, initial basic product training and, as needed, supplemental training appropriate for specific role or implementation phase, specialized product usage, and migration, and
- Be knowledgeable about the Platform and its Onfleet environment.
- Speak with Onfleet support personnel with courteous and respectful language. Any cursing or harassment will result in a ban from being able to submit Support emails.
Severity |
Definition |
First Response |
Next Reply |
Details |
Hours of Operation |
| Urgent |
Platform substantially fails to perform, with at least one of the following:
|
1 hour | 1 hour |
Send email to:
|
24 hrs/7 days/365 |
| High |
Substantial degradation in performance of the Platform.
Example: Important features are not available, however operations continue in a restricted fashion or with a reasonable workaround.
|
8 hours | 14 hours |
Send email to:
|
Monday - Friday 12am - 6:00pm PT |
| Normal |
Some degradation in performance of the Platform.
Example: Operations can continue with some restrictions or workarounds.
|
18 hours | 18 hours |
Send email to:
|
Monday - Friday 12am - 6:00pm PT |
| Low |
Minimal to no impact on the availability or performance of the Platform.
Example: The impact is an inconvenience, which may require a workaround to restore functionality.
|
24 hours | 24 hours |
Send email to:
|
Monday - Friday 12am - 6:00pm PT |