Policies
Service level policy
The service levels paying customers can expect from Driver Challenge and D2GO's other hosted services.
Hosting
D2GO hosts its products and services, including Driver Challenge, so that resellers and customers never have to think about servers or databases. They run on Google Cloud in the Montréal region, in a controlled, secure and highly available environment. We regularly:
- check the health of our servers and databases;
- back up and verify our virtual machines and databases;
- apply updates, scheduling major ones outside business hours, or as our team sees fit, to keep downtime to a minimum.
Availability
D2GO guarantees 99.5% monthly availability for its paid hosted products and services. Planned or unplanned maintenance and interruptions of Geotab's services are excluded: D2GO is not responsible for, and does not credit, interruptions of Geotab's services.
Monitoring
Our servers and services are monitored 24 hours a day, 7 days a week, by redundant internal and external monitoring systems. A service level report for any given month is available on request.
Service credits
If availability in a given month falls below 99.5%, paying customers receive a service credit of 5% of that month's price for every full percentage point below the threshold, up to 100% of the price:
Service credit = (99.5 − x) × 5% × y
- x is the availability measured for the month, in percent, excluding downtime caused by interruptions of Geotab's services, and rounded to the nearest half point (98.76 becomes 99.0);
- y is the price owed by the customer for the products or services for that month.
Both parties agree that service credits are a price adjustment reflecting the value of service lost when a service level is missed, and a reasonable way to account for it.