PLATFORM SUPPORT POLICY
Equiptal seeks to always be a helpful partner to its customers, and to always listen for feedback and issues any of its customers may have with Equiptal’s platform. As such, Equiptal abides by a high level of support standards and maintains multiple communication channels for its customers to notify Equiptal of any issues, queries, or suggestions
The Scope of this policy only applies to Equiptal’s platform, which is the Software-As-A-Service offering it provides and any supporting services hosted on Equiptal’s cloud or on-premise infrastructure
Equiptal Divides its uptime into 2 separated uptime measurements: Application Availability, and Data collection availability. Application Availability is defined as the availability of any customer-facing portals or modules, that are interactable by a human agent for the purpose of carrying out a business transaction or part of a larger business operation examples include Equiptal’s telematics portal and marketplace. Data Collection Availability is defined as the availability of any machine-to-machine data collection or integration services, used as part of a larger system. Examples include telematics collection tools and services.
Equiptal shall abide by a 99.5% application availability quarterly aggregate, calculated each month and averaged across the quarter, such as the monthly calculation is given by
((total hours in month) - (total downtime per month) - (total force majeure per month) - (scheduled maintenance hours in month) )/((total hours in month) - (total force majeure per month) - (scheduled maintenance hours in month))
Data Collection Availability
Equiptal shall abide by a 99.9% data collection availability quarterly aggregate, calculated each month and averaged across the quarter, such as the monthly calculation is given by
((total hours in month) - (total downtime per month) - (total force majeure per month) - (scheduled maintenance hours in month))/((total hours in month) - (total force majeure per month) - (scheduled maintenance hours in month))
Equiptal shall provide a quarterly report on uptime, including incidents, scheduled maintenance, and force majeure details for each such item. Additionally, equiptal shall provide a customer portal to monitor live service status
Low: A suggested enhancement, minor bug or error in the system that does not affect business operations. Such issues may include but are not limited to feature requests, minor UI and formatting bugs, unit conversions, ordering, or any such operations that are generated from non-ephemeral or ephemeral data.
Normal: A Bug or system error that mildly effects business operations. Such bugs may include but are not limited to calculation errors on ephemeral data, security advisories, specific module access, reconcilable data capture losses, or any non-corrupting data-related issues.
High: A bug or system error that significantly effects business operations, including but not limited to issues related to intermittent service, un-reconcilable data capture losses, repairable calculation errors on non- ephemeral data, or any locally corrupting data-related issues.
Critical: A bug or system error that completely blocks business operations, limited only to service downage, security breaches, globally corrupting data-related issues, and non-repairable calculation errors on non- ephemeral data.
Service Time Definitions
|Business hours||8 am – 5 pm Saturday -Thursday||Excludes Public holidays|
|Extended business hours||6 am – 6 pm all days||Excludes Public Holidays|
|24/7||All hours all Days||Includes Public Holidays|
Equiptal shall provide and follow-up on issues and reports through its customer portal and service desk, contactable either by web-portal or email, available during business hours and extended business hours. Additionally, Equiptal shall provide authorized client contacts with – to be determined and changed based on written communication with Equiptal - a hotline to report issues that are otherwise un-reportable through conventional means outside of business hours or extended business hours.
Equiptal Reserves the Right to classify and re-classify reported issues as per the above criticality definitions. All Client-reported issues through the service desk or customer portal shall be treated as “Normal” until otherwise determined by the support team through investigation or based on customer report contents. Issues reported by hotline are instantly placed in the relevant severity level.
Response times Definitions
Mean Time to Acknowledge
Time to Acknowledge is the time taken by equiptal to receive and classify a customer complaint or issue. As previously mentioned, all client-reported issues are treated as “Normal” Severity unless they are found to be of higher or lower severity. Outside operating hours, and for emergency situations and circumstances, the hotline may be used by the client to notify Equiptal of any issues, and any issues reported through the hotline are considered instantly acknowledged.
Mean Time to Response
Time to response is the time that equiptal takes to verify the reported issues and inform the customer work has begun on resolution. Mean Time To response is changed based on the category of the issue, as per the following table
Mean Time to Resolution
Time to Resolution is the time that equiptal takes to resolve an issue. Resolution includes but is not limited to root cause elimination, issue workaround, suggestion escalation, or suggestion rejection.
Defined Response Times
|Severity||Service Time Response||Service Resolution Time||Mean Time to Acknowledge||Mean Time to Response||Mean Time to Resolution|
|Low||Business Hours||Business Hours||1 business day||2 business day||10 business days|
|Normal||Extended Business Hours||Business Hours||4 hours||4 hours||5 business days|
|High||Extended Business Hours||Business Hours||1 hour||2 hours||1 business day|
|Critical||24/7||24/7||instant(by phone)||1 hour||4 hours|