Last Updated: Feb 20, 2024
This Dealer Trackit Service Level Agreement ("SLA") is a policy governing the use of the Dealer Trackit tracking platform and applies to the customer account as a whole. In the event of a conflict between the terms of this SLA and the terms of the Dealer Trackit Master Subscription Agreement or other agreement with us governing your use of our Services (the "Agreement"), the terms and conditions of this SLA apply, but only to the extent of such conflict.Dealer Trackit (“Dealer Trackit”) will use commercially reasonable efforts to make it’s tracking platform available with a Monthly Uptime Percentage of at least 99.99% (the "Service Commitment"). In the event Dealer Trackit does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| Less than 99.5% but greater than or equal to 99.0% | 5% |
| Less than 99.0% but greater than or equal to 98.5% | 10% |
| Less than 98.5% but greater than or equal to 95% | 15% |
| Under 95.0% | 100% |
To receive a Service Credit, To be eligible, you must inform us of the service level failure by the 10th of the following month in order to receive service level credits. Service Credits are provided as a discount off of the next month’s invoice.
If we confirm the Monthly Uptime Percentage of such a request is less than the Service Commitment, we will issue the Service Credit to you within one billing cycle following the month the request occurred. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
The Availability Percentages described above do not include planned downtime. We will notify you in advance of any planned downtime via in-app notifications.
The Service Commitment does not apply to any unavailability, inaccuracy, suspension, or termination of Dealer Trackit, or any other Dealer Trackit performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Dealer Trackit; (ii) that result from any actions or inactions by you; (iii) that result from you not following the guidelines and best practices described in Dealer Trackit Acceptable Use Policy (AUP) or documentation on the Dealer Trackit Site; (iv) resulting from factors beyond our control, including adverse weather conditions, alterations in topography, modifications to and support of cellular technologies, the operational status of satellites and cellular towers, and atmospheric conditions like cloud cover;or (vi) arising from our suspension or termination of your right to use Dealer Trackit in accordance with the Agreement (collectively, the “Dealer Trackit Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
"Monthly Uptime Percentage" for Dealer Trackit services is calculated by subtracting from 100% the percentage of 1-minute intervals during the month in which the system is Unavailable. If you have been running Dealer Trackit for only part of the month, Dealer Trackit is assumed to be 100% available for the portion of the month that it was not running. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Dealer Trackit SLA Exclusions.
A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible customer account.
"Unavailable" or “Unavailability” means that all connection requests to Dealer Trackit fail during a 1-minute interval.
Dealer Trackit will provide the customer and its users with support services related to the Services through a combination of email, chat and telephone-based support. Users can contact Dealer Trackit via email at notifications@dealertrackit.com or by telephone at 516-489-9015.
Live-answer telephone, chat, and email support will be available during the hours of 6 AM to 5 PM Pacific time on weekdays, excluding US holidays. Critical situations may require immediate telephone communication, and each party is responsible for the costs of such communication at its location.
Incidents not resolved during the initial contact with a Dealer Trackit technical support analyst will be escalated to technical experts based on severity levels. Users that are dissatisfied with the initial support staff response may request contact with the Dealer Trackit support team leader.
To ensure tracking and adherence to Target Response Times (described below), all support requests must be sent to notifications@dealertrackit.com.
Dealer Trackit prioritizes support requests according to the following severity levels:
| Severity Level | Description | Target Response Time | Target Remediation Times |
|---|---|---|---|
| 1 - Critical | Production use of the Services is stopped or so severely impacted that users cannot reasonably use it. We will work continuously to resolve the problem. | 30 minutes during business hours | Continuous efforts will be made to provide relief to users within 12 hours and provide a final solution or fix within 1 business day |
| 2 - Significant | Important Services features are unavailable with no acceptable workaround. Use of the Services can continue; however, productivity is significantly decreased. We will work continuously to resolve the problem. | 2 business hours | Continuous efforts will be made to provide a final solution or fix within 3 business days |
| 3 - Impaired | Important features are unavailable, but a workaround is available. Or, less significant Services features are unavailable with no reasonable workaround. | 4 business hours | Efforts will be made during business hours to provide a final solution or fix within 7 business days |
| 4 - Minimal | User requests information about the Services or an enhancement to the existing functionality. Use of the Services continues without work being impeded. | 1 business day | n/a |