Service Level Agreement

Last Revision Date:  1 June 2026

Nauto will use commercially reasonable efforts to maintain the service level targets indicated below, for each Measurement Period, for Nauto’s standard service level package or such other service level package as set forth in an Order between Nauto and Customer, subject to these terms and the Nauto Solution.  

Measurement Period means calendar quarterly.

All Nauto service level targets exclude planned downtime and factors not in Nauto’s control, such as data transmission or cellular service interruptions.

Fleet Safety Application Availability 

Uptime Calculation
At least ≥ 99% availability ((total minutes excluding planned downtime) − (minutes of unplanned downtime)) / (total minutes excluding planned downtime)

“Unplanned downtime” means time that Customer is unable to log into the Nauto Fleet Safety Application as confirmed by Customer and Nauto.

Customer Support Target Response Times

Severity Classification Initial Target Response Time Status Update Target
P0: Critical 24 hrs Daily updates until issue resolved or a workaround is instituted
P1: Serious 48 hrs Weekly updates until issue resolved or a workaround is instituted

Nauto’s customer support target response times apply to Nauto’s regular Customer Support hours: Monday – Friday from 5 AM to 6 PM Pacific Time.  Issues reported outside of these regular hours will be addressed within the documented response times at the commencement of the next support window.

Definitions:

Critical: 

  • An issue that in the Customer’s reasonable judgment, renders the Nauto Service inoperable such that the issue impacts the Customer’s business operations. Example: Customer is not able to conduct normal business operations in >10% of its fleet
  • Customer reports actual or suspected missed collision with suspected/confirmed human injury or significant property loss

Serious:

  • An issue that, in the Customer’s reasonable judgment, severely impairs the performance of one or more features or functions of the Nauto Service with the consequence that the Customer’s business can be performed but in a restricted or inefficient manner due to the significant degradation of the Nauto Service. These issues would typically have a broader impact to the fleet or multiple fleets as opposed to a single vehicle, and they would detract from safety / risk reduction vs. having only a cosmetic or display issue. Example:   Fleet App is entirely unusable (down/unresponsive)
  • Customer reports an actual missed collision that is not as severe as a P0 missed collision.

Target Response Time: the targeted time from the report of an issue to a response by a Nauto Support Agent during regular Customer Support hours

Initial Response: An initial non-automated response that includes Nauto’s proposed steps and time required to resolve by a Nauto technical support or customer service email. 

Service Level Package Upgrades

Nauto may from time to time offer additional service level packages for a fee as set forth in an Order between Customer and Nauto. The following terms apply to such packages:  

Reports. Nauto will measure its performance against each service level target as set forth in such Order for each Measurement Period. Nauto’s measurements will be binding. Within fifteen (15) business days after each Measurement Period, Nauto will provide a report on that Measurement Period’s service level performance. 

Performance Calculation. Performance for Fleet Safety Application availability will be calculated as set forth above. Performance for Customer Support Target Response Times will be calculated as follows: 

((total reported & confirmed ‘P0’ issues) – (reported & confirmed ‘P0’ issues for which Nauto did not provide an Initial Response within one business day)) / (total reported & confirmed ‘P0’ issues)

Service Credits. If a Nauto report indicates that Nauto failed to achieve the applicable service level target for one or more service levels, and Customer submits a timely service level request, Nauto will apply a credit, equal to the applicable service level credit as set forth in such Order, to the next subscription fee invoice. Requests for a service level credit must be sent via email to support@nauto.com and finance@nauto.com within 30 days of Nauto’s delivery of the applicable report, or the service level credit is irrevocably waived. Customer’s sole and exclusive remedy (if any) for any failure of Nauto to achieve any of the service level targets in a Measurement Period is the applicable service level credit set forth in such Order and is subject to all limitations and exclusions stated in this Service Level Agreement and the Solution Terms.