Support Terms

General

  • 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.
  • Response 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;
  • diagnose problems or issues with the Platform, and
  • 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.

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 document 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:

emergency-support@onfleet.com

  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error.
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 workaround.

8 hours  14 hours 

Send email to:

support@onfleet.com

  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error

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:

support@onfleet.com

  • 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:

support@onfleet.com

 

  • Commercially reasonable efforts to include in the next major release

Monday - Friday

9am - 6pm Pacific 

 

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.