Service Level Agreement and Standards
The scope of this Service Level Agreement and Standards section is to help answer these frequently asked questions:
“Detail your operating hours, support model, SLAs for managing inquiries or incidents, and SLOs (service level objectives) for service accessibility/availability/capacity. Please also describe how planned/unplanned downtime is handled internally and communicated to customers.”
Service Level Agreement
Service Overview
The PAVE service (PAVE) provides Android and iPhone users a simple Progressive Web Application (PWA) as a browser-based or native (if using our SDKs) guided experience to capture appropriate vehicle images to perform an automated inspection report. Discovery Loft customers initiate this service by generating session requests via HTTPS through a REST API for their end-users. The API also returns the vehicle details, images and inspection results as JSON-encoded responses.
PAVE's inspection results are processed separately depending on the use case parameters established between Discovery Loft and our customer. For Just in Time Results, PAVE delivers near-real-time results, and for 24HR Queued Results, these results may be delayed for up to 24 hours (coming Fall 2022).
PAVE's SLA and SLOs are based on a three-month rolling window
Service Levels
Discovery Loft will make commercially reasonable efforts to provide the PAVE services between the hours of (a) Monday to Friday from 9:00 am to 11:59 pm EST; and (b) Saturday to Sunday from 9:00 am to 11:00 pm EST, in each case, excluding statutory and civic holidays observed in Toronto, Ontario (the "Inspection Hours") to achieve at least 99.90% availability for each calendar month during the Term, excluding downtime or suspension of the PAVE services following (the "Uptime Commitment"). If Discovery Loft fails to meet its Availability Service Level in any calendar month during the Term, the Customer will be entitled to credits as follows:
Table #1– Uptime Commitment
>99.9%
N/A
>99.5% - <99.9%
2%
>99% - <99.5%
3%
>99.5% - <99%
4%
<99.5%
5%
Uptime is the percentage of total possible minutes PAVE was available during a fiscal quarter. Our commitment is to maintain at least 99.9% Uptime: [(total minutes in quarter - Downtime) / total minutes in quarter] > 99.9% The payment of the credits towards the Customer's account is Discovery Loft's sole liability and entire obligation and the Customer's exclusive remedy for any breach by Discovery Loft following (the Uptime Commitment).
Service Level Objectives
Table #2 - SLOs and SLIs
API
Availability
The load balancer metrics measure the proportion of requests that receive a successful HTTP status other than 500-599.
[count of "api" http_requests which do not have a 5XX status code divided by the count of all "api" http_requests]
99.9%
Latency
The load balancer metrics measure the proportion of adequately short amount of time for a call to reach a destination and a call to come back to the API. Adequately short amount of time is defined as <150 ms.
[count of "api" http_requests with a duration less than or equal to "0.15" seconds divided by count of all "api" http_requests]
90% of requests <150 ms
99% of requests <300 ms
Inspection Results (Just in Time Results)
Correctness
The proportion of vehicle inspection condition reports returned 83% correct as measured during a side-by-side professional inspection comparison. Correctness is not missing or falsely identifying exterior cosmetic damages visible in the captured images that are >150USD to repair.
[count of all completed results which were correct divided by the count of all completed results]
83% correct
Completion Response Time
The proportion of vehicle inspection condition reports returned in an adequately short time after the final required image has been captured and has passed the system QA. An adequately short time is defined as <150 seconds.
[count of all completed results with a duration less than or equal to "150" seconds divided by the count of all completed results]
150 seconds
Inspection Results (24HR Queued Results)
Correctness
The proportion of vehicle inspection condition reports returned 83% correct as measured during a side-by-side professional inspection comparison. Correctness is not missing or falsely identifying exterior cosmetic damages visible in the captured images that are >150USD to repair.
[count of all completed results which were correct divided by the count of all completed results]
83% correct
Completion Response Time
The proportion of vehicle inspection condition reports returned in a limited delayed time after the final required image has been captured and has passed the system QA. A limited delayed time is defined as <24 hours.
[count of all completed results with a duration less than or equal to "24" hours divided by the count of all completed results]
<24 hours
Service Interruptions Handling and Communication Policy
Suspension of Access; Scheduled Downtime; Modifications
Discovery Loft may, from time to time and at its discretion, without limiting any of its other rights or remedies at law or in equity, under the Agreement with its clients: suspend Customer's access to or use of the PAVE services in whole or in part:
for scheduled maintenance;
due to a Force Majeure;
if Provider believes in good faith that Customer or any Permitted User has violated any provision of this Agreement;
to address any emergency security concerns;
or if required by a regulatory body or as a result of a change in applicable law;
and make any Modifications to the PAVE services.
To the extent reasonably practicable, Discovery Loft will provide the Customer with advance notice of such suspension.
Service Incident Response Times
Following written notification to the Customer of any inability to access the PAVE services (during the Inspection Hours), Discovery Loft will correctly classify such Service Incident into one of the severity levels described below. Based on such severity level classification, we will use commercially reasonable efforts to respond to the Customer following the below-set frames.
Table #4 - Service Incident Response Times
Level 1
Critical
Regular business workday: 1 hour
Weekends or off hours: 2 hours
Every 4 hours
Description
When an issue is affecting user flow and data
Examples
User cannot access the PAVE Service, preventing them from using PAVE
Server down
Missing user data
Level 2
Medium
Regular business workday: 3 hours
Weekends or off hours: 4 hours
Every 12 hours
Description
When an issue is affecting the flow but can be handled manually by the user or PAVE agent/dev
Examples
PAVE UI stuck at loading, users can manually reload PAVE, reopen the app
PAVE result data is not loading or sending to client endpoint; can be done manually by PAVE Dashboard to resend or PAVE agent/dev to resend
Level 3
Low
Within 5 business days
Every 7 business days
Description
When an issue can be seen but not affecting the flow
Examples
UI design input
Mismatch text between PAVE UI like web app vs SDK
Glitchy UI
The following terms will have the meanings set forth below:
"Critical" means any complete inability to access the PAVE services by the Customer unless such failure to access PAVE services results from any Excluded Outage.
"Medium" means any partial degradation in the functionality or performance of the PAVE services unless such degradation is the result of any Excluded Outage.
"Low" means any routine or non-critical problem or issue with the PAVE services that does not impair the underlying functioning of the PAVE services, unless such problem or issue is the result of any Excluded Outage.
"Excluded Outage" means any outage or unavailability affecting the PAVE services that is caused by: (i) any act or omission of Customer or any Permitted User; or (ii) an event of Force Majeure.
"Service Incident" means any outage, service degradation, malfunction or other issue relating to the PAVE services.
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