AutoAlert’s Service level agreement

This Service Level Agreement (SLA) sets the expectations between the Client and AutoAlert Limited. It defines the relationship between the two parties, and sets out AutoAlert Limited’s commitments to service.

This SLA applies to Clients who use AutoAlert’s hosted system. AutoAlert Limited reserves the right to revise this SLA at any time.

System server availability

• The server availability target is 99% in any given month with the exception of scheduled maintenance.
• Unless absolutely necessary, all maintenance will be scheduled out of hours at a time which AutoAlert deems to have minimal impact on all its customers.
• Availability reports can be provided monthly on request.

Issue resolution

• AutoAlert endeavours to respond to all customers’ queries raised by email to our support email address within 24 hours.
• Support requests may be recorded for tracking and resolving problems.
• When clients raise an issue, they should give as much details as possible about the issue including screenshots where possible.
• Where an issue is for an installed GPS tracking device, AutoAlert will in the first instance try to remotely connect to the device to find the cause of the problem. Devices are also set to reboot each night. In the event that the issue cannot be resolved within 24 hours, then the unit can be de-installed and returned to AutoAlert or a service call can be arranged with an AutoAlert technician.
• Where an issue is for an AutoAlert portable GPS device, AutoAlert will in the first instance try to remotely connect to the device to find the cause of the problem. If the issue cannot be resolved, then the device should be sent back to AutoAlert at its registered address.

Problem severity definition

• Critical – The ability to conduct their business or service which relies on AutoAlert is not available i.e., a server, network, database or application crash
• Priority – Service performance is degraded
• Ordinary – A specific issue on a part of the system which affects particular customers.

Note: Feature requests are welcome and will be investigated for inclusion within AutoAlert’s technology roadmap. AutoAlert reserves the right to charge for the addition of features which are outside of AutoAlert’s roadmap..

Escalation process

All queries received into the email above are visible to all AutoAlert employees. In the unlikely event that a response is not received within 24 hours, then queries can be escalated to Richard Harris, Managing Director.

Additional help and support

• Additional help and support is available on the AutoAlert website via its support centre.
• Click AutoAlert System Performance to see the current status of the AutoAlert system.
• We also have a twitter feed with hashtag #autoalert_support which has information about system performance and new updates.

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