Service Program Health
Measure safety, availability, service flow, repair quality, partner execution, and product reliability from one source of truth.
Illustrative target-state workflow — not a production system
Service Program Health
78
/ 100
At Risk · Down 4 pts / 30 days
Fleet Availability
92.4%0.6
Grounded Vehicles
112
Mean Time to Repair
34.2h6.4
First-Time-Fix Rate
81%3
Partner SLA Compliance
76%5
30-Day Repeat Fault Rate
9.4%1.2
Warranty Recovery Rate
88%1
Open Root Causes
72
Beyond Uptime
Uptime is the outcome. These dimensions identify which operational lever must change.
01
Safety & Compliance
Is the vehicle safe, correctly grounded, and properly validated?
02
Fleet Availability
How much deployable capacity is available to operations?
03
Service Flow
Where is time being consumed during the repair lifecycle?
04
Repair Quality
Was the vehicle fixed correctly the first time?
05
Partner Execution
Did the service provider meet its controllable obligations?
06
Product Reliability
Are recurring hardware, software, or documentation issues affecting the fleet?
07
Cost & Learning
Are costs recovered and permanent corrective actions being institutionalized?
Where Downtime Is Being Created
Total average downtime: 34.2 hours
Queue Time5.4h
Initial Triage3.2h
Diagnosis4.8h
Waiting for OEM Decision7.1h
Waiting for Parts8.6h
Repair Execution3.4h
Validation1.7h
Service Partner Controlled
16.8h
OEM / Product Controlled
15.7h
Uber / Shared Governance
1.7h
Performance Attribution
Distinguish partner-execution issues from product / technical issues.
Partner Performance Indicators
- Acknowledgment SLA missed
- Slow queue or technician assignment
- Incomplete diagnostic evidence
- Incorrect part ordered
- Repair procedure not followed
- Workmanship failure
- Tooling or training gap
- First-time-fix varies materially by depot
Mixed
Mixed Accountability
- Product defect + partner diagnostic delay
- Documentation gap + training gap
- Parts shortage + slow escalation
- Software issue + incomplete validation
Product / Technical Indicators
- Same fault across multiple vehicles
- Same issue across multiple partners
- Failure increases with mileage
- Repair completed correctly but fault returns
- Missing or ambiguous repair procedure
- Repeated OEM engineering intervention
- Parts shortage linked to emerging failure
- Hardware, software, or design revision required
Attribution Matrix
Plot cases by product reliability vs. partner execution.
Product Reliability →
PA-001— Recurring Sensor Communication Fault
PA-002— Incorrect Brake Repair
PA-003— HV Isolation Fault With Slow Escalation
PA-004— Scheduled Camera Calibration
Partner Performance Scorecard
| Partner | SLA Compliance | Avg Triage | Avg Repair | First-Time-Fix | Evidence Completeness | Workmanship Comebacks | Status |
|---|---|---|---|---|---|---|---|
| 68% | 5.8h | 14.2h | 74% | 72% | 8.1% | At Risk | |
| Alpha Fleet Repair | 91% | 2.1h | 9.4h | 92% | 96% | 2.3% | Healthy |
| Nexus Authorized Service | 82% | 3.4h | 11.7h | 86% | 89% | 4.6% | Watch |
| Hertz Depot Operations | 77% | 4.6h | 12.8h | 80% | 81% | 5.2% | Watch |
Product and Technical Health
| Fault Family | Events | Vehicles | Failures / 1,000 mi | 30-Day Repeat | Fleet Downtime | OEM Owner | Root-Cause Status |
|---|---|---|---|---|---|---|---|
| Front Sensor Communication | 9 | 5 | 1.8 | 22% | 18.4 veh-days | Nexus | Corrective Action Required |
| HV Isolation Fault | 4 | 4 | 0.8 | 8% | 11.2 veh-days | Nexus | Root Cause In Progress |
| Camera Calibration Failure | 7 | 5 | 1.3 | 14% | 8.7 veh-days | Alpha / Nexus | Field Validation |
| Door Latch Intermittent Fault | 5 | 4 | 0.9 | 11% | 5.4 veh-days | Nexus | Containment Issued |
| 12V Battery Discharge | 3 | 3 | 0.5 | 0% | 2.8 veh-days | Nexus | Monitoring |
A metric is slipping.
Run a guided diagnostic to attribute the cause to partner execution, product reliability, or shared governance.
Accountability Cadence
Daily Exception Review
Focus
- · Safety holds
- · Grounded vehicles
- · SLA breaches
- · Vehicles approaching downtime thresholds
Participants
Uber Service OperationsDepot leadsOEM escalation owners
Weekly Operating Review
Focus
- · Partner scorecards
- · Work-in-progress aging
- · Parts blockers
- · First-time-fix
- · Open escalations
Participants
UberPrimeAlphaHertzNexus
Monthly Product Reliability Review
Focus
- · Recurring fault families
- · Failures / 1,000 mi
- · Root-cause aging
- · Fleet exposure
- · Corrective-action validation
Participants
Uber leadershipOEM engineeringAV engineeringService partners
"Every delay has a cause code. Every cause has an owner. Every owner has a commitment date. Every permanent fix must be validated."
Open Commitments
| Action | Owner | Issue Type | Due | SLA | Evidence Required | Status |
|---|---|---|---|---|---|---|
| Confirm sensor harness root cause | Nexus Engineering | Product | Today | At risk | Engineering analysis | In Progress |
| Complete Prime technician retraining | Prime Service | Partner | Friday | On track | Training records | Not Started |
| Release updated diagnostic procedure | Nexus Documentation | Documentation | Monday | Breached | Approved service bulletin | Blocked |
| Validate corrective action on 10 vehicles | Uber + Alpha | Shared | 14 days | On track | 5,000 operating miles | Not Started |