Service Level Agreement (SLA) for Data Services

Last modified: October 19, 2021

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.

Platform Services covered by SLA

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.

Definitions

  • “Downtime” means:
    • Increased levels of errors, where more than 20% of requests within a 5-minute window fail. I.e. responds with an error code >=500 (as measured by Pingdom)
    • Increased latencies, where more than 20% of requests to any service within a 5-minute window have a latency of >5s (as measured by Pingdom)
      • For vehicle state machines, >30s of latency is acceptable due to the nature of mobile networks, and as the quality of the mobile network on any given location in the physical world is beyond what Urban Sharing can control.
  • “Uptime” means the absence of downtime.
  • “Request” means API call, HTTP request or other similar atomic unit of work.

Data Services covered by SLA

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.

Definitions

  • “Downtime” means:
    • For Urban Insight this means that either Looker is inaccessible or that the underlying queryable data sources are unavailable
    • For data engineering pipelines this means that data freshness is less than the given rolling time frame.
  • “Uptime” means the absence of downtime.
  • “Freshness” means:
    • Data available for querying is up to date as of the given rolling time frame.

Service definitions

  • Vehicle state machines and vehicle bridges - The individual pieces of software and software interfaces that enable the Urban Sharing platform to let users produce trips.
  • End-user service availability - The individual pieces of software that and software interfaces that enables the Urban Sharing platform to allow end-users to log in to the mobile application, fetch data for the mobile application, purchase subscriptions and change their personal data preferences.
  • Admin console - The user interface that allows the operator of the platform to perform the day-to-day operations of a shared mobility scheme. This includes, but is not limited to, performing maintenance reports, vehicle and controller assembly and viewing real-time data about the system.
  • Websites - The user interface for the public facing websites for a given system running on the Urban Sharing platform. This includes, but is not limited to, viewing a public snapshot of systems stations, logging in to change details for an end user profile, buying subscriptions and updating consents.
  • Read only APIs - The GBFS API as well as aggregated trip history for each month.
  • Continuous data engineering pipelines - Near real time data aggregation from the Urban Sharing platform. Responsible for providing raw log-based datasets.
  • Computed data engineering pipelines - Responsible for data enrichment and data aggregation from external sources. Examples include (but are not limited to) specific daily and n-hourly KPIs and predictions as well as fetching data from external APIs.
  • Urban Insight user interface, powered by Looker - The dashboards and underlying queryable data sources, as well as the features specified by the Urban Insights licence.

Services not covered by SLA

  • Features, previews, services and products available to customers before their announced General Availability.
  • Third-party components – including but not limited to:
    • Intercom
    • Google Cloud services
    • SMS & Email gateways
      • Sendgrid
      • Twilio
    • Payment gateways
      • PayEx / SwedbankPay
      • Stripe
    • MVNO / Telecommunication networks
    • Looker

Support requests

  • Response within the next day within business hours to feedback form or email - subject to the availability purchased by the Customer in the licence package of the Order form.
    • Business Hours (Oslo local time) Monday - Friday 06:00 - 18:00
  • Response within 4 hours for an on-going incident as measured by Urban Sharing’s Statuspage.

Amendments

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.