CarMD.com Corporation Application Programming Interface (API) Service Level Agreement (SLA).
CarMD shall use all reasonable commercial efforts to ensure:
- CarMD’s API is operating and available to Customers ninety-nine percent (99.9%) of the time.
- CarMD’s Fix information has a minimum of
- Ninety percent (90%) coverage for Common Vehicles nine (9) years and older
- Eighty percent (80%) coverage for Common Vehicles four to eight (4-8) years old
- Thirty-five percent (35%) coverage for current model year to three (3) years old
- CarMD’s Scheduled Maintenance has a minimum of
- Eighty-five percent (85%) coverage for Common Vehicles over 10 months old
- CarMD’s DLC Information has a minimum of
- Ninety percent (90%) text-based coverage for Common Vehicles over 8 months old
- Seventy percent (70%) photo coverage for Common Vehicles over 8 months old
On average over a period of not more than 60 days, in the event a Customer experiences any of the service performance issues defined below due to CarMD’s failure to provide API Services, the Customer will be eligible to receive the Service Credits.
Customer Must Request Service Credit. In order to receive any of the Service Credits, Customer must notify CarMD within thirty (30) days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit. This request must be in writing.
Maximum Service Credit. The aggregate maximum number of Service Credits to be issued by CarMD to Customer for any and all Downtime Periods that occur in a single calendar month shall not exceed thirty (30) days of Service added to the end of Your term for the Service. Service Credits may not be exchanged for, or converted to, monetary compensation.
API SLA Exclusions. The API SLA does not apply to any service(s) (i) caused by factors outside of CarMD’s reasonable control; (ii) that resulted from any actions or inactions of Customer or any third parties; or (iii) that resulted from Customer’s equipment and/or third party equipment (not within the primary control of CarMD). This API SLA states Customer’s sole and exclusive remedy for any failure by CarMD to provide the Service.
Definitions. The following definitions apply to the CarMD API SLA.
- “Downtime” means, for a domain, if average latency is greater than three (3) seconds. Downtime is measured based on server-side error rate.
- “Downtime Period” means, for a domain, a period of ten (10) consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten (10) minutes will not be counted towards any Downtime Periods.
- “Monthly Uptime Percentage” means total number of minutes in a calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in a calendar month, divided by the total number of minutes in a calendar month.
- “Scheduled Downtime” means those times where CarMD notifies Customers of periods of Downtime ten (10) days prior to the commencement of such Downtime. There will be no more than twelve (12) hours of Scheduled Downtime per calendar year. Scheduled Downtime is not considered Downtime for purposes of this CarMD API SLA, and will not be counted towards any Downtime Periods.
- “Service” means the CarMD APIs included in the online API documentation provided by CarMD to You.
- “Fix” means when a vehicle has a Malfunction Indicator Lamp (MIL) Diagnostic Trouble Code (DTC) that CarMD provides repair information for that issue. This repair information may contain the parts needed to fix the issue, cost of parts and labor, duration of labor, and difficulty of the repair.
- “New Fix” means a fix that has not been previously generated. When CarMD does not have a pre-existing solution to a vehicle issue, CarMD will seek out a new solution.
- “Maintenance” means a service to be performed on the vehicle in order to ensure the safety, reliability, drivability, comfort and longevity of a vehicle. Maintenance includes, but is not limited to inspecting or testing the condition of a vehicle, and or servicing or replacing parts and fluids.
- “VIO” means vehicles in operation; these are registered vehicles on the road.
- “Common Vehicle” means any vehicle with a VIO of at least twenty-thousand (20,000) miles, manufactured from 1996 to current year and with OBD2 access.
- “Service Credit” means: (a) three (3) days of Service added to the end of Your term for the Service, at no charge to You, if the Monthly Uptime Percentage for any calendar month is between ninety-nine percent (99.0%) and ninety-nine and nine tenths percent (99.9%); or (b) seven (7) days of Service added to the end of Your term for the Service, at no charge to You, if the Monthly Uptime Percentage for any calendar month is between ninety-nine percent (99.0%) and ninety-five percent (95.0%); or (c) fifteen (15) days of Service added to the end of Your term for the Service, at no charge to You, if the Monthly Uptime Percentage for any calendar month is less than ninety-five percent (95.0%).