Last modified: December 13, 2022
This Service Level Agreement (“SLA”) is part of the Urban Sharing Terms & Conditions (the “Agreement”) between the Customer and Urban Sharing.
Urban Sharing’s status page displays the status of all systems at all times. Over time the details on the statuspage might change - see “Amendments” below. Urban Sharing believes in providing transparency around the service to both our operators and their customers (the “end-users”). As such, the status page will be open and visible for everyone.
Urban Sharing’s service is integrated with third-party providers. Urban Sharing’s systems run using Google Cloud and Cellular providers. Availability might be affected by factors outside of Urban Sharing’s control, due to the usage of these third party services.
Urban Sharing’s system is instrumented to notify the engineers about different serious problems that might arise in the production system. This way, Urban Sharing will likely know before our operators and end-users that an incident is on-going. If Urban Sharing has not notified the customer of an on-going incident, Urban Sharing will always appreciate being notified that something is not working as expected.
Certain infrastructure upgrades may be done, without prior warning, by Google in a scheduled maintenance window: Sundays 04:00-0500 (Oslo local time). The scheduled maintenance might end up affecting the availability of the services provided by Urban Sharing, without affecting Urban Sharing’s contractual obligations.
Some technical maintenance operations will impact service availability. In the case that Urban Sharing needs to take the service offline to perform maintenance, a maintenance window should be notified to the customer 48 hours prior to the maintenance window at the latest. Urban Sharing might also notify customers about maintenance windows that are assumed to be at low risk of causing downtime.
Covered service and monthly uptime percentage (Service Level Objective or SLO):
Vehicle state machines and vehicle bridges >= 99.5%
End-user service availability >= 99.5%
Admin console >= 99.5%
Websites >= 99.5%
Read-only APIs >= 99.5%
If Urban Sharing does not meet the SLO, and if the Customer meets its obligations under this SLA, the Customer will be eligible to receive service credits under individual contractual agreements. The customer is responsible for requesting service credits in the case where Urban Sharing breaches the requirements of a SLO.
Covered service, monthly uptime percentage (Service level objective or SLO), and data freshness:
Continuous data engineering pipelines; >= 99.5%; <= 60 minutes
Computed data engineering pipelines; >= 99.5%; <= 24 hours
Urban Insight (Looker) user interface and data sources; >= 99.5%; N/A
If Urban Sharing does not meet the SLOs, and the Customer meets its obligations under this SLA, the Customer will be eligible to receive service credits under individual contractual agreements. The customer is responsible for requesting service credits in the case where Urban Sharing breaches the requirements of an SLO.
As part of Urban Sharing’s software development cycle - software changes. This implies that the SLA might change over time, the same way as the software does. For Urban Sharing to provide the most precise SLAs possible over time, Urban Sharing reserves the right to change the description of Services covered and not covered by the SLA as well as the Service Level objectives detailed in this document at the end of a measurement window (last calendar day of each month). Amendments to the SLA will include additions or removals of services supplied to fulfill contractual obligations to our customers, the operators of shared mobility schemes. This might include services developed by Urban Sharing or third party services.