PDI Fuel Pricing Support SLA Addendum

Last Updated October 13, 2023

Archived Terms (Effective 8/25/2022)

The terms set forth in this PDI Fuel Pricing Support SLA Addendum are applicable to PDI Fuel Pricing solutions provided by PDI pursuant to this Addendum.

Support Team

The primary aim is to provide break/fix support to the user, to receive and to clarify enquiries, and to provide information. PDI’s support team shall serve as the “Single Point of Contact” for users in order to receive fault and error messages and incident information by web ticketing system (PDI Connections) as the primary method, e-mail or telephone. PDI’s support team shall use commercially reasonable efforts to directly remedy the fault or error reported and/or handle the user’s enquiry.

Login and contact details to be supplied prior to the go-live of the system.

For the purposes of clarity, access to the ticketing system shall be provided to members of the pricing team and IT team routed through key power users.

Support Services

PDI shall provide the communication channels, process enquiries and provide information concerning incidents already resolved, known workarounds or the status of enquiries.

User enquiries are pre-qualified by PDI’s support team. The availability of the communication channels is ensured. Users shall receive consistent and coordinated information regarding the processing of cases with PDI’s support team, direct trouble-shooting, prioritization and categorization of faults and errors.

The following tables describe the priority case definitions, priorities and targeted response and resolution times.

Priority Definitions

Classification	Description
Critical Priority 1 Cases	Critical – Emergency, immediate attention is required and no workaround is available. Service Affecting Application use not possible.
Urgent Priority 2 Cases	Urgent – Prompt action required. Intermittent Service Affecting Application usability heavily degraded. A problem, which causes loss or corruption of data, intermittent operation, and inability to connect the solution/SaaS /system or actually impact the operation of the solution, deployed in live environment and has no known workaround.
Standard Priority 3 Cases	Normal – ASAP Non-Service affecting (system degraded) Normal response requested by Customer. A problem, which makes workaround difficult or inefficient, causes substantial performance degradation, prevents the usage of a major functionality, severely impacts solution reliability, needed capability is missing.
Problem management Priority 4 Cases	Problem Management Non-Service affecting Open question or non-urgent information request, or defect or data issue requiring code release and testing, while a workaround is in place and business is not substantially disrupted.

Support Service Hours

Priority	EMEA Region	APAC Region	Americas Region
P1 Support Hours	24 hours a day 365 days a year	24 hours a day 365 days a year	24 hours a day 365 days a year
P2, P3, P4 Support Hours	7:00am – 5:30pm Coordinated Universal Time (UTC) Monday to Friday (Except Public Holidays)	8:30am – 5:30pm Indochina Time (ICT) Monday to Friday (Except Public Holidays)	7:00am – 6:00pm Eastern Time (ET) Monday to Friday (Except Public Holidays)

Service Levels 

Service level definitions are described in the table below. Cases may be Resolved in the form of a workaround. Resolution times excludes time outside of PDI’s control (e.g. waiting on response(s) from Customer).

Classification	Response	Resolved
Critical Priority 1 cases	1 hour	8 hours (80%)
Urgent Priority 2 cases	2 business hours	24 business hours (80%)
Standard Priority 3 cases	3 business hours	Best endeavour
Problem management Priority 4 cases	3 business hours	Best endeavour

Monitoring of Service Levels

Monitoring of the service level targets will be calculated on a monthly basis by dividing the number of hours of actual time elapsed in providing total resolution time for Prioitrity Level 1 and Priority Level 2 cases into the contractual target time for the cases based on the resolution time and multiplied by 100. Priority Levels 3 and level 4 cases are not part of the calculation.

Example: the total number of hours needed for resolution was 115 hours (A) and the total hours from the contractual targets was 110 hours (B), therefore the conformance level would be 95.7%.

Out of Hours On-Call Support (At Additional Cost)

Twenty four (24) hours per day, Monday through to Saturday excluding December 25. Out of hours support is reserved for “Critical” Priority 1 Cases: where emergency/immediate support is needed and the application use in not possible.

General Support Fact Sheet

Type	Service Level
Provision of support	UK Working days and hours
Provision of out of hours/on-call support for Priority 1 “Critical” cases only	24×7 excluding Christmas Day
Online operating time of the system	Monday – Sunday: 00:00 – 24:00

UHD
User and IT Support service time	UK Working days, 09:00 – 17:00
Response time	See SLA table