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Service Levels and Support

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This Service Level Agreement ("SLA") is a part of that Master Subscription Agreement  ("Master Subscription Agreement") between AnyRoad and Customer, under which AnyRoad performs certain Subscription Services for Customer. Service Levels and Support shall apply to all Subscription Services, unless alternate Support Services terms are set forth in a separate Master Subscription Agreement or Order Form. Capitalized terms used but not defined in this SLA shall have the meanings set out in the Master Subscription Agreement.

This SLA documents the agreed upon method by which Customer and AnyRoad will measure and manage Anyroad’s delivery of the Platform and Services, and describes the SLA Credits and certain rights that will result from AnyRoad’s failure to deliver the Services in accordance with the standards of performance set forth in this SLA (Service Levels and Support).

  • Defined Terms. For purposes of this SLA, the following terms shall have the following meanings::

“Error” means any bug or error in the Subscription Services.

“Severity” - Bug severity is the measure of impact a defect (or bug) has on the functioning of an application feature when it is being used. It depends on the effect of the bug on the system. Severity levels will be specified in the table below.

“System Availability” will be calculated on a monthly basis using the following formula: ((Total Scheduled Availability-Downtime)/(Total Scheduled Availability))

"Service Level" means a performance standard that Provider is required to meet in providing the Services, as set forth in this SLA

  • Customer Obligations: Customer's responsibilities and obligations in support of this SLA include the following:
    • Providing information and authorizations, as required by AnyRoad  for performing the Services.
    • Adhering to policies and processes established by AnyRoad [and Customer] for reporting service failures and incidents and prioritizing service requests.
    • Making a representative available (i) for regular meetings to review the SLA and (ii) to consult with the Provider for resolving service-related incidents or requests.
    • Paying fees and costs as required by the Master Subscription Agreement.
  • AnyRoad Obligations: AnyRoad’s responsibilities and obligations in support of this SLA include:
    • Meeting applicable incident response times.
    • Adhering to Customer's such policies and practices as applicable to the performance of the Services.
    • Making a representative available (i) for regular meetings to review the SLA and (ii) to resolve service-related incidents or requests.
  • Service Levels and Service Credits:

General: AnyRoad shall maintain and support the Subscription Services to ensure performance in accordance with this Exhibit C (Service Levels and Support). AnyRoad shall, at AnyRoad’s expense, promptly repair the Subscription Services to fix any Errors. AnyRoad shall provide the Support Services on a 24x7 basis, 365 days per year.

Service Level: During the Service Order Term, AnyRoad shall maintain 99.5% System Availability over one-month periods (the “Service Level”) as reported on status.anyroad.com.

System Maintenance: System maintenance, including scheduled maintenance, in any given month shall not exceed two hours, and will only be performed between 8pm and 5am Pacific Time. AnyRoad will provide at least 7 days notice for any scheduled maintenance. AnyRoad shall provide Customer with at least sixty minutes’ advance written notice for unscheduled emergency maintenance of the Subscription Services unless otherwise necessary to restore a service disruption. AnyRoad shall provide such notices to Customer’s Project Manager listed within the applicable Service Order.

Updates and Upgrades: AnyRoad shall make available to Customer any Updates to the Subscription Services and all Updates will be deemed part of the Subscription Services. If suspension or impeding the Subscription Services to implement Updates becomes necessary or implementation of Updates must occur outside of the agreed System maintenance timeframes, then such interruption of Services must be scheduled at a time that Customer approves.

Error Correction. If Customer reports to AnyRoad any Error (the Severity Level to be reasonably determined by Customer and AnyRoad), AnyRoad shall, depending on the Severity Level, respond to the notice, provide a workaround for the Error, and/or resolve the Error within the timeframes in the chart below, starting from the time Customer notifies AnyRoad of the Error.

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Severity Level Short Description Description Resolution Time
S0 - Critical Customer website / AnyRoad application is unusable or unresponsive An urgent condition affecting all of the Customer's users where i) the AnyRoad system is down, or ii) a significant part of the AnyRoad product offering functionality is not working and no workaround available. As soon as possible with 24/7 resource commitment to resolve
S1 - High Key features of the AnyRoad platform are unusable The AnyRoad Service is persistently not operating as expected or documented and/or performance of key features is degraded for the majority of customer's users. No reasonable workaround is available. 2 weeks
S2 - Medium Normal usage of the AnyRoad Platform is affected The AnyRoad Service is not operating as expected or documented and/or performance of a non-business critical features is degraded. Suitable workarounds exist. 90 days
S3 - Low Low-impact issue Minor bug or usability issue; documentation issue No expected timeline

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** Business Days = Monday through Friday

***The resolution time is the time between the receipt of the problem and removal of the problem, and the removal of a workaround is also taken as a remedy if the final problem resolution is made within a reasonable period of time.