Scope and Measurement
Measurement Period means calendar quarterly.
All Nauto service level targets exclude planned downtime and factors not in Nauto’s control, such as data transmission or cellular service interruptions.
Fleet Safety Application Availability
Customer Support Target Response Times
Nauto’s customer support target response times apply to Nauto’s regular Customer Support hours: Monday – Friday from 5 AM to 6 PM Pacific Time. Issues reported outside of these regular hours will be addressed within the documented response times at the commencement of the next support window.
Definitions
Critical
- An issue that in the Customer’s reasonable judgment, renders the Nauto Service inoperable such that the issue impacts the Customer’s business operations. Example: Customer is not able to conduct normal business operations in >10% of its fleet
- Customer reports actual or suspected missed collision with suspected/confirmed human injury or significant property loss
Serious
- An issue that, in the Customer’s reasonable judgment, severely impairs the performance of one or more features or functions of the Nauto Service with the consequence that the Customer’s business can be performed but in a restricted or inefficient manner due to the significant degradation of the Nauto Service. These issues would typically have a broader impact to the fleet or multiple fleets as opposed to a single vehicle, and they would detract from safety / risk reduction vs. having only a cosmetic or display issue. Example: Fleet App is entirely unusable (down/unresponsive)
- Customer reports an actual missed collision that is not as severe as a P0 missed collision.
Target Response Time: the targeted time from the report of an issue to a response by a Nauto Support Agent during regular Customer Support hours.
Initial Response: An initial non-automated response that includes Nauto’s proposed steps and time required to resolve by a Nauto technical support or customer service email.
Service Level Package Upgrades
Nauto may from time to time offer additional service level packages for a fee as set forth in an Order between Customer and Nauto. The following terms apply to such packages:
Reports
Nauto will measure its performance against each service level target as set forth in such Order for each Measurement Period. Nauto’s measurements will be binding. Within fifteen (15) business days after each Measurement Period, Nauto will provide a report on that Measurement Period’s service level performance.
Performance Calculation
Performance for Fleet Safety Application availability will be calculated as set forth above. Performance for Customer Support Target Response Times will be calculated as follows:
Service Credits
If a Nauto report indicates that Nauto failed to achieve the applicable service level target for one or more service levels, and Customer submits a timely service level request, Nauto will apply a credit, equal to the applicable service level credit as set forth in such Order, to the next subscription fee invoice. Requests for a service level credit must be sent via email to support@nauto.com and finance@nauto.com within 30 days of Nauto’s delivery of the applicable report, or the service level credit is irrevocably waived. Customer’s sole and exclusive remedy (if any) for any failure of Nauto to achieve any of the service level targets in a Measurement Period is the applicable service level credit set forth in such Order and is subject to all limitations and exclusions stated in this Service Level Agreement and the Solution Terms.