Support Terms

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

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:
  • Data corrupted
  • A critical documented function is not available
  • System hangs indefinitely, causing unacceptable delays for a response.
  • System crashes, and crashes repeatedly after restart attempts.
1 hour  1 hour 
Send email to:
  • Onfleet assigns engineer to determine and correct the error.
  • Onfleet initiates work to correct the error.
  • Onfleet sends periodic reports on the status of the correction
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:
  • Onfleet assigns engineer to determine and correct the error.
  • Onfleet initiates work to correct the error.
  • Onfleet sends periodic reports on the status of the correction

Monday - Friday

9am - 6pm Pacific

Normal
Some degradation in performance of the Platform.
Example: Operations can continue with some restrictions or workarounds.
18 hours   18 hours
Send email to:
  • Onfleet makes commercially reasonable efforts to include in the next major release.

Monday - Friday

9am - 6pm Pacific 

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:
  • Onfleet makes commercially reasonable efforts to include in the next major release.

Monday - Friday

9am - 6pm Pacific