HERE will use commercially reasonable efforts to perform the commitments under this SLA with respect to the HERE Location Services (“HLS”).
1. Service Availability
HERE will operate the HLS on a 24x7 basis, 365 days per calendar year. HERE will use commercially reasonable efforts to maintain a target Service Availability of 99.9% per calendar month for HLS. Service Availability applies to the following HLS components, unless identified otherwise by HERE:
· Fleet Telematics
· Mobile SDKs (server components)
HERE will report Service Availability on a monthly basis for the preceding calendar month on the dashboard of developer.here.com that will provide measurement of performance data regarding the Service Availability target. Reports will be generally provided on or about the 15th business day following the last calendar day of the previous month. HERE measures the Service Availability by dividing the number of successful operational tests by the number of total operational tests measured by a commercial grade 3rd party provider, deployed by HERE. Operational tests are calls to HLS executed in less than 5-minute intervals, that are properly formatted and ensure that the services are fully available and operational. HERE reserves the right, at its sole discretion, to amend the monitoring methodology and tools.
3. Incident Management
In the event the Customer identifies any unplanned event affecting standard operations of the HLS which causes or may cause an interruption to or reduction in the quality of the HLS (“Incident”) the Customer will notify HERE via the Network Operations Centre (N.O.C.):
Phone: +49 6196 586 6558 (E.M.E.A.), +1 77 398 22447 (America’s)
Customer agrees to provide the following to HERE, in English, when reporting a potential incident:
- App-ID use
- Complete target URL
- Description of Issue, or Error message or screen capture of error being received
- Impacted HERE sites or Regions (if more than one available)
- Steps and conditions to reproduce issue
- Identification if issue is continuous or intermittent
- Customer requested Severity Classification (e.g. Complete outage, issue, etc.)
- Customer Ticket/Tracking Number
- Incident Start Time (UTC)
- Incident End Time (UTC) If applicable
- Escalation Sender's Name/Email
4. Maintenance Notifications
HERE will use commercially reasonable efforts to provide maintenance notifications via email or other means, e.g. SLA site, on the dashboard of developer.here.com, at least 5 business days before any maintenance is performed on its systems if the maintenance is reasonably expected to cause any material degradation or drop in Availability below the specified target. HERE shall send maintenance notifications to the appropriate email address as communicated by Customer. HERE will endeavor to keep the HERE Services(s) fully operational during all maintenance.
Customers are entitled to contact HERE Change Management: firstname.lastname@example.org
5. Excluded Services, Limitations
The HLS for South Korea, Japan and mainland China are expressly excluded from this SLA.
The commitment on target Service Availability shall not apply, if:
· Customer’s use of the HLS does not comply with the HERE specification and/or the agreement,
· Force Majeure events occur,
· a reduced Service Availability of the HLS is a result of customer error, customer omission or a malicious service disruption caused by third parties.
HERE will make commercially reasonable efforts to protect its assets and services against threats and attacks potentially impacting Service Availability. In the case of a large-scale attack HERE might not be able to maintain the Availability of the HERE Services at expected level and reserves the right to claim such event as a non-SLA impacting event.
6. RPS Capacity Planning
RPS means Requests per second to the HLS, which is calculated as an average (number of Requests during a period of 5 minutes). Customer is responsible for notifying HERE at email@example.com, 60 days in advance of changes in usage such as maximum RPS increasing more than 25% of the previous 60 days maximum RPS during the term of the Agreement. With this estimation, both Parties will use commercially reasonable efforts to prepare for the required capacity of the Customer. If the maximum RPS either exceeds by 40% of the previous 60 days maximum RPS or the Customer’s 60-day RPS estimation, then HERE will not be in breach of, or be liable for penalties of, performance or availability targets specified in any part of the Agreement. In addition, if said maximum RPS is exceeded by any amount and there is risk to the Services and/or to other HERE customers, those customers within contractual limits will have their requests prioritized.