SERVICE LEVEL AGREEMENT

DESCRIPTION

First point of contact for problems with the Eco-App and the Geotab system:
Incidents are accepted exclusively via the ticket system or by email to support@fairfleet.de. The problem is resolved by email or by a call-back from a support agent.

RESPONSE TIMES

Support requests are processed within 5 working days (North Rhine-Westphalia) during normal office hours at the Wülfrath site.

Response times for paid licences

High priority: within 1 working day
Normal priority: within 3 working days
Low priority: within 5 working days

SERVICE HOURS

Monday to Friday: 8 am to 5 pm (CET)
Saturday: closed
Sundays and public holidays: closed (North Rhine-Westphalia and nationwide holidays)
Extended service hours are available on request.

LANGUAGES

German
English

QUALITY TARGETS

99% of all incoming support tickets are answered.
70% of all reported problems are solved within 2 working days.

CUSTOMER SATISFACTION

Customer satisfaction with helpdesk and support is measured using feedback forms.

PRICES

Basic support is free of charge.

For support requests that go beyond troubleshooting and simple answers, you will receive a quotation for the service in advance.
Extended service hours and faster response times are available on request and by agreement.