VEHICLE TRACKING SOLUTIONS SERVICE LEVEL AGREEMENT
VERSION NUMBER 4.0SPS(CW) – JANUARY 2018; THIS AGREEMENT PERTAINS TO FLEETS WITH A MINIMUM OF 75 UNITS.
Please read this agreement carefully.
ENTERING INTO THIS AGREEMENT WITH VEHICLE TRACKING SOLUTIONS OR YOUR USE OF THE SERVICES PROVIDED UNDER THIS AGREEMENT, CONSTITUTES ACCEPTANCE OF THE TERMS OF THIS AGREEMENT IN THEIR ENTIRETY; THIS AGREEMENT CONTAINS AN AUTO-RENEWAL PROVISION.
This document represents a Service Level Agreement (“SLA” or “Agreement”) provided by Vehicle Tracking Solutions (“VTS” or “Company”) for the provisioning of IT services required to support and sustain authorized users/designated staff and of Silent Passenger®.
From time to time this Agreement may be updated. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
1. Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Client(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Client(s).
The objectives of this Agreement are to:
• Provide clear reference to service ownership, accountability, roles and/or responsibilities.
• Present a clear, concise and measurable description of service provision to the Client.
• Match perceptions of expected service provision with actual service support & delivery.
For the purpose of this SLA, the following Departments & individuals will be designated Client primary stakeholders associated with this SLA:
IT Service Provider(s): VTS. (“Provider”)
IT Client(s): Client (“Client”)
3. Periodic Review
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
Review Period: Bi-Yearly (6 months)
4. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
4.1. Service Scope
The following Services are covered by this Agreement;
o Manned telephone support
o Monitored email support
o Remote assistance using Remote Desktop and a Virtual Private Network where available
o Quarterly system health check
4.2. Client Requirements
Client responsibilities and/or requirements in support of this Agreement include:
• Payment for all support costs at the agreed interval.
• Reasonable availability of Client representative(s) when resolving a service related incident or request.
4.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
• Meeting response times associated with service related incidents.
• Appropriate notification to Client for all scheduled maintenance.
4.4. Service Assumptions
Assumptions related to in-scope services and/or components include:
• Changes to services will be communicated and documented to all stakeholders.
5. Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
5.1. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
• Telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday
o Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service
• Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
o Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
• Emergency Telephone support: 24/7 for High Priority
o In the event of emergencies (High Priority only), please call 1.800.671.5222
o During normal business hours, you will be able to speak directly to a Support resource
o Outside of normal business hours, [Option #1] will forward you to the oncall team, available 24/7/365
5.2. Service Requests
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Client within the following time frames. Our goal is to have each call in be handled by a live VTS Client Success Representative with immediate issue remediation if possible. Client
• 0-8 hours (during business hours) for issues classified as High priority.
• Within 48 hours for issues classified as Medium priority..
• Within 5 working days for issues classified as Low priority.
Recommendations and agreement on Low/Medium/High priority will be established during the onboarding to ensure business needs are optimally aligned with Service Levels. Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
5.3. VTS System Update
Outside of scheduled and communicated maintenance outages, VTS downtime has not disrupted client operations during the last 12 months. We calculate uptime at 99.9%, excluding scheduled downtime.