PDI Logistics Uptime and Support SLA

PDI Logistics Uptime and Support Service Level Agreement (SLA)

Included Products

• PLC (PDI Logistics Console)
• Touchstar
• Intellifuel
• Telapoint
• WinDMS

Service Level Commitment

1. Definitions. The terms below have the following meanings when used in this Section (Service Levels).
   1. “Available” means that the Products defined in this document are accessible from the public Internet.
   2. “Downtime Minutes” means the total number of minutes for which the Cloud Services are not Available during the applicable Measurement Period.
   3. “Measurement Period” means a calendar month.
   4. “Permitted Downtime” means any period of time during which the Cloud Services are not Available to Customer due to: (a) a failure of the Internet or general Internet outage; (b) regularly-scheduled maintenance; (c) any acts or omissions of an internet service provider or other third-party engaged by or on behalf of Customer; or (d) Customer’s acts or omissions other than as directed by PDI or as expressly permitted under this Order Form. (e) “Total Minutes” means the total number of minutes in the applicable Measurement Period, minus any minutes of Permitted Downtime.

2. Server Availability. Beginning on the Cloud Go-Live Date, PDI will measure the server Availability of the Cloud Services. PDI targets that the Cloud Services shall be Available no less than 99.5% of the time. The “Availability” of the Cloud Services is calculated as follows:

Note: “Downtime Minutes” measure does not include scheduled downtime resulting from scheduled maintenance windows. Within these maintenance windows PDI is allowed to perform system-related maintenance, such as Windows-, SQL server patching, starting and stopping of servers and services, or executing hardware changes.

3. Customer may be entitled to receive a credit against future Cloud Services Fees (a “Service Credit”) if the Availability falls below certain thresholds. Such Service Credit shall be Customer’s sole and exclusive remedy for the Availability falling below any threshold. Any such Service Credit shall be equal to the percentage of the Cloud Services Fee during the applicable Measurement Period corresponding to the Availability, as set forth in the table below:

Availability	Service Level Credit
≥ 99.5%	No Service Credit
< 99.5% and ≥ 99%	10%
< 99% and ≥ 97.00%	15%
< 96.00%	20%

4. Service Credit Claims. If Customer believes that it is entitled to receive a Service Credit in respect of a Measurement Period, then Customer will notify PDI within 30 days after the last day of such Measurement Period with a notice that includes Customer’s username, a description of the activity that was interrupted, and documentation of the length of time that the Cloud Service was not Available (a “Credit Claim”).
5. Application of Service Credit. If PDI validates a Credit Claim submitted by Customer in accordance with Section (d), then PDI will apply the applicable Service Credit as a credit against any future Cloud Services Fees invoiced to Customer pursuant to this Order Form in respect of which such Service Credit accrued.

Support Policy

Customers must consult with PDI before performing any upgrades on any third-party Software required to run the PDI Products. PDI shall not be required to provide support relating to problems or issues arising from third-party Software or under the following conditions:

Modified or abnormal operating conditions:

• Customer’s use of PDI Products in a manner for which it was not designed,
• Customer’s negligence, misuse or modification of the PDI Products or its configuration (including SQL),
• Customers must ensure PDI Product versions are kept updated as reasonably as possible,
• Systems that do not meet the specifications or configurations, if any, specified by PDI,
• Effects of external systems (network, data feeds, shared/virtual hardware, other products),
• Customer failure to keep current with backups, virus protection, operating system/database patches, or other IT best practices, or
• Accessing the Software or data except through the official APIs, supported FTPs, or any other means specifically agreed between PDI and Customer.

Basic Support Process

Access to PDI Support is included in your fee, unless stated otherwise in your license agreement.

Standard PDI Support is available Monday through Friday, 7:00 AM to 6:00 PM , except on published holidays. Billable callback support is available outside these hours at 150% of the standard services hourly fee or with the afterhours support plan.

Support requests received during business hours are logged, reviewed and routed to the best possible support consultant based on knowledge and availability. Support requests received after hours, on weekends, or during holidays other than those with an urgency of “P1 ‑ (Critical)” are logged and dispatched on the following business day. Cases with a P1 urgency should be logged by calling the main support line or logged directly on PDI Connections. Emails are not monitored after hours.

PDI recommends that designated, experienced users log cases solely via PDI Connections. PDI requires that admin issues be processed through an internal support group or helpdesk before a PDI support request is made. All users need to be authorized for case logging prior to making a support request. To add authorized users to your account, have an account administrator to log a case on PDI Connections.

Remote Connection Options

PDI support consultants may need to access your system remotely while resolving a support request. The consultant will obtain your approval before connecting to the system. Multiple remote connection options are supported, but additional charges may be incurred if your company does not support remote connection options.

Before Initiating a Support Request

Looking for an answer? Consult PDI’s website, PDI Connections, before initiating a support request. This site includes PDI Search, online knowledge base, and online documentation such as user’s guides, reference guides, training material, and release notes. Using these resources can often resolve common questions and issues without a support request.

How to Make a PDI Support Request

Whilst email is available, PDI Connections is the easiest and fastest way to raise Support requests and link can be found here: https://profdata.my.site.com/pdiconnections

Upon raising a case the Customer assigns a case priority, based on their assessment of the impact and urgency of the issue. Support analysts use case priorities to help determine the order of precedence for managing their workload. The case owner will discuss the case priority with the Customer to ensure the impact and urgency of the issue are understood. The case priority may change during the lifecycle of the case and typically upon the initial triage of the case.

Customer Obligations

1. Customers must consult with PDI before performing any upgrades on any third-party software required to run the PDI Products. Customers must ensure PDI Product versions are kept updated as reasonably possible.
2. PDI shall not be required to provide Support Services relating to problems or issues arising from third-party software or under and of the following conditions: (i) modified or abnormal operating conditions; (2) Customer’s use of PDI Products in a manner for which it was not designed; (3) Customer’s negligence, misuse or modification of the PDI Products or its configuration (including SQL); (4) Systems that do not meet the specifications or configurations, if any, specified by PDI; (5) effects of external systems (network, data feeds, shared/virtual hardware, other products), (6) Customer failure to keep current with backups, virus protection, operating system/database patches, or other IT best practices; (7) accessing the Software or data except through the official APIs, supported FTPs, or any other means specifically agreed between PDI.

Failure by the customer to meet the obligations outlined in this document (e.g., maintaining supported versions, applying security patches) may impact PDI’s ability to meet service commitments. In such cases, SLA remedies will not apply.

In Region Support Hours

PDI’s in region support hours based on priority level are as shown below, based on Customer’s region. Helpdesk Support requests received during business hours are logged, reviewed, and assigned to the best possible support analyst, based on knowledge and availability.

Priority	EMEA Region	APAC Region	Americas Region
P1 Support Hours	24 hours per day 365 days per year	24 hours per day 365 days per year	24 hours per day 365 days per year
P2, P3, P4 Support Hours	7:00am – 6:00pm CE(S)T; Monday to Friday (excluding public holidays)	7:00am – 6:00pm ICT; Monday to Friday (excluding public holidays)	7:00am – 6:00pm CT; Monday to Friday (excluding public holidays)

Case Priorities and Definitions

All cases are assigned a case priority, based on the impact and urgency of the issue. Support professionals use case priorities to help determine the order of precedence for managing their workload. The case owner will discuss the case priority with the customer to ensure the impact and urgency of the issue are understood. The case priority may change during the lifecycle of the case. Below are the definitions of case priorities in order from the highest to lowest priority.

Priority	Priority and Urgency Definition	Severity and Impact Definition
P1 ‑ (Critical)	Total system outage. Critically essential product functionality is inoperable with no available workaround, potentially resulting in financial loss. Potential for significant data loss or major security vulnerabilities requiring immediate resolution. Communication failures between critical components of the solution, affecting multiple users or solution modules. Issues represent a complete degradation of product functionality with no available workaround.   Urgency: Immediate attention is required 24/7/365 to restore production. Note: If the root cause of a P1 case is determined not to be attributable to PDI, the case priority may be downgraded to P3.	P1 – Severity 1 100% of active users or system/modules/performance impact: Complete system outage or major service disruption impacting all users, trucks, sites or trips. P1 – Severity 2 85–99% of active users or system/modules/performance impact: Severe degradation of core functionality impacting a large number of users. A temporary workaround may exist but is not sustainable or reliable.
P2 ‑ (Urgent)	Issue substantially impacts production and operations. A single functionality is impaired with no workaround available. Isolated, business essential, parts of the system not functional. Significant performance degradation affecting multiple users resulting in system slowness although system/modules remain operable. Urgency: Needs attention and resolution as soon as possible. Cases are worked during normal business hours.	P2 – Severity 1 70–84% of active users or system/modules/performance impact: Important functionality is broken for a subset of users, trucks, sites or trips. A workaround does not exist for single functionalities or workaround exists, but is complex and unreliable. P2 – Severity 2 50–69% of active users or system/modules/performance impact: Moderate impact on non-core features or performance. A generally effective workaround exists, but the issue still requires timely resolution.
P3 ‑ (Important)	Business operations are not impaired and workarounds available with small operational challenges. Issues present in Production environment with a known workaround which do not halt business operations. Urgency: Cases are worked during normal business hours.	P3 – Severity 1 30–49% of active users or system/modules/performance impact: Usability issues or impairments in non-core functionality that could escalate if not addressed. Includes post-deployment issues, minor bugs or testing blockers. P3 – Severity 2 0 – 29% of active users or system/modules/performance impact: Minimal business impact.
P4 ‑ (Low)	Cosmetic defects, documentation requests, problem management issues or general inquiries in the Production or Test/Stage environments that do not affect business operations. No risk to other functionality or service.   Urgency:  Cases are worked during normal business hours with no time-sensitive impact.	Severity is not applicable for P4 cases, as they involve cosmetic, informational, or non-functional issues with no measurable business impact.

Initial Response Rates

The case owner will attempt to resolve the issue during the initial customer contact. If the case owner successfully resolves the case, information regarding the issue will be documented in the case and the case status will be set to ‘Closed’. See the “Case Statuses” section of this guide for more information on case statuses. Initial response times are determined by the assigned case priority, as outlined in the table below, together with the corresponding First Response SLA percentage targets.

Priority Level	Target First Response Time
P1 – (Critical)	Within 15 Minutes
P2 – (Urgent)	Within 30 Business Minutes
P3 – (Important)	Within 1 Business Hour
P4 – (Low)	Within 4 Business Hours
Overall SLA % Compliance Target	≥ 98% Across All Priority Levels

Case Resolution Rates

For cases, which require ongoing investigation, the case owner will discuss the next technical actions with the customer, agree on the case priority and next communication. As troubleshooting and case work progress, the case owner will maintain communication with the customer at a frequency mutually agreed upon.
The case resolution rate is determined based on the assigned case priority. If no code change or escalation to engineering is required, the target case resolution times and associated SLA performance targets are as follows:

Priority Level	Target Resolution Time
P1 – (Critical)	Within 4 Hours
P2 – (Urgent)	Within 3 Business Days
P3 – (Important)	Within 5 Business Days
P4 – (Low)	Within 10 Business Days
Overall SLA % Compliance Target	≥ 97% Across All Priority Levels

Note: If a code change is required and defect CR created to fix the issue then the support case will be closed.

Critical Incident Reporting and Problem Management

For critical incidents, a Reason for Disruption (RFD) report may be provided, containing a remediation plan, delivered by the assigned Account Manager or Customer Success Manager within three business days of resolution, unless otherwise specified in the governing agreement. Permanent resolutions or documented workarounds will be delivered within mutually agreed timelines.

PDI has established a structured Problem Management process designed to identify, analyze, and eliminate the root causes of recurring incidents. PDI Support will proactively monitor and log recurring issues under Problem Management cases identified through standard support cases, ensuring these are analyzed and addressed to prevent future occurrences.

Case Statuses

Each technical support case is assigned a status to indicate its current stage and any pending actions. The status is maintained in the Case Management System and updated as the case progresses toward resolution. The table below outlines the case statuses, their definitions, and the corresponding SLA clock behavior. If a customer adds a comment or update to a case in a paused status (e.g., ‘Waiting on Customer’ or ‘In Customer Review’), the status will automatically change to ‘Open’ and the SLA clock will resume.

Active Case Status	Case Status Definition	SLA Clock
New	The case is received and awaiting investigation by PDI’s Support Team.	Running
Open	The case has been assigned to a PDI case owner in the Support Team and is actively under investigation.	Running
Waiting on Customer	The customer has actions or tasks to complete before support investigation can continue.	Paused
In Customer Review	PDI’s work is complete, and the case is being held open as a courtesy to allow the customer to confirm resolution.	Paused
Escalated	The issue requires product code changes or code-level troubleshooting and is under investigation by Engineering resources.	Running
On Hold	The customer is conducting further due diligence on the issue and has requested that work on the case be temporarily suspended. Note: Cases placed in ‘On Hold’ status at the customer’s request will remain in this status for a maximum of 10 business days unless otherwise agreed in writing. After this period, PDI will notify the customer and may close the case if no further action is taken.	Paused
Site Visit Pending	A technician has been dispatched to the site to resolve the issue.	Paused
Awaiting Deployment	The fix has been completed and is ready for implementation. Support has completed all actions within its control and the remaining work is pending scheduling or execution by the responsible team.	Paused

Case Closure and Follow Up Definitions

Cases will be closed promptly once the Support Analyst has confirmed that the issue is resolved, or if no further action is required, or the customer has become unresponsive as PDI is committed to ensuring that cases do not remain idle. If the Support Analyst does not receive a response from the customer, they will make at least two follow-up attempts before closing the case. The follow-up timeframes, based on case priority, are outlined below.

P1 – (Critical)	P2 – (High)	P3 – (Important)	P4 – (Low)
Every 30 Mins. until Case Closure	First Follow Up Response sent after 1 business day after delivering the proposed solution to confirm resolution and gather feedback. Second Follow Up Response sent 1 business day after the first follow up if no response is received. This message will clearly state that the case will be closed if no reply is received within 1 additional business day.	First Follow Up Response sent after 1 business day after delivering the proposed solution to confirm resolution and gather feedback. Second Follow Up Response sent 2 business days after the first follow up if no response is received. This message will clearly state that the case will be closed if no reply is received within 1 additional business day.	First Follow Up Response sent after 3 business days after delivering the proposed solution to confirm resolution and gather feedback. Second Follow Up Response sent 3 business days after the first follow up if no response is received. This message will clearly state that the case will be closed if no reply is received within 1 additional business day.