Service Level Agreement
Last Updated: February 2024This One Step GPS Service Level Agreement ("SLA") is a policy governing the use of the One Step GPS 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 One Step GPS 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.
Service CommitmentOne Step GPS (“One Step”) will use commercially reasonable efforts to make its tracking platform available with a Monthly Uptime Percentage of at least 99.9% (the "Service Commitment"). In the event that One Step GPS does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.Service Level Credits| 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 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.
Planned DowntimeThe Availability Percentages described above do not include planned downtime. We will notify you in advance of any planned downtime via in-app notifications.One Step GPS SLA ExclusionsThe Service Commitment does not apply to any unavailability, inaccuracy, suspension, or termination of One Step GPS, or any other One Step GPS 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 One Step GPS; (ii) that result from any actions or inactions by you; (iii) that result from you not following the guidelines and best practices described in One Step GPS Acceptable Use Policy (AUP) or documentation on the One Step GPS 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 One Step GPS in accordance with the Agreement (collectively, the “One Step GPS 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.Definitions- The dates, times, and One Step GPS, platform or products(s) for each Unavailability incident that you are claiming a Service Credit for.
"Monthly Uptime Percentage" for One Step GPS 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 One Step GPS for only part of the month, One Step GPS 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 One Step GPS 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 One Step GPS fail during a 1-minute interval.
Support ChannelsOne Step 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 One Step GPS via email at support@onestepgps.com or by telephone at
Live-answer telephone, chat, and email support will be available during the hours of 5 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 One Step 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 One Step support team leader. If issues remain unresolved, the services system administrator may contact prioritysupport@onestepgps.com
Submission of Support RequestsTo ensure tracking and adherence to Target Response Times (described below), all support requests must be sent to support@onestepgps.com
Target Response TimesOne Step 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 |