Service Level Agreement

This Service Level Agreement (SLA) applies to the paid FleetFixer platforms (Maintenance, Learn, and Race) used by club and business customers on a current paid subscription. It forms part of our terms of service for those customers.

This SLA does not apply to the free Learn platform or to free individual accounts. Those accounts are provided on a reasonable-efforts basis without any uptime commitment or service credits. It also does not apply during a free trial, evaluation, or beta period unless we agree otherwise in writing.

We aim for the paid platforms to be available at least 99.5% of the time, measured over each calendar month. We calculate monthly availability as the total minutes in the month, minus minutes of downtime, divided by the total minutes in the month.

Downtime means a period in which the platform is not reachable or cannot perform its core functions because of a fault within our control. When we work out availability, we exclude the following from downtime:

• Scheduled maintenance carried out within an announced maintenance window (see section 3).
• Outages caused by third-party services we rely on, or by events outside our reasonable control (see section 7).

From time to time we need to take the platform offline, or reduce its performance, to deploy updates, apply security patches, or maintain the underlying infrastructure. We schedule this work as a maintenance window.

Where the work is planned, we give advance notice (normally by email to account administrators and on our status page) and try to use low-traffic periods. We do not count time within an announced maintenance window as downtime for the uptime calculation in section 2.

Occasionally we may need to carry out urgent or emergency maintenance, for example to address a security issue, with little or no notice. We give as much notice as is reasonable in the circumstances.

When you raise a support request by email, we assign it a priority based on its impact and aim to send a first response within the target below. The first response is our acknowledgement and initial assessment, not a guaranteed time to fully resolve the issue. Targets are measured during our normal business hours, Monday to Friday, excluding public holidays in England and Wales.

We may adjust the priority of a request after reviewing it, and we will tell you if we do. To help us respond quickly, please include the platform, the account, and a description of what you expected and what happened.

If monthly availability for a paid platform falls below the 99.5% target in section 2, you may claim a service credit. The credit is scaled to how far availability fell short, as set out below.

A service credit is calculated against the fees for the affected platform for the month in which the shortfall occurred. Credits are applied to your next invoice. The total credit for any single month is capped at one month's fees for the affected platform.

To claim, contact us within 30 days of the end of the affected month with the dates and times of the downtime you observed. Service credits are your sole and exclusive remedy for any failure to meet the uptime target in this SLA.

We continuously monitor the availability and performance of the paid platforms and the infrastructure they run on. When we detect an issue, our team works to restore service and to keep affected customers informed.

We publish the current operational status of the platforms, along with notices of planned maintenance and significant incidents, on our status page. We aim to keep that information accurate and up to date, though the figures we publish are indicative and the official availability measurement for service credits is the one we calculate under section 2.

The uptime target and service credits do not apply to downtime or degraded performance that arises from any of the following:

• Issues caused by you or your users, including misconfiguration, misuse, unsupported integrations, or your own equipment, software, or network.
• Failures of third-party services and sub-processors we rely on, including Google Firebase and Cloud Functions (which includes the Gemini AI proxy), Stripe, Google Workspace, the self-hosted Open Wearables bridge to Garmin, Polar, and Suunto, and the Cloudflare and Google Fonts content delivery networks.
• Suspension or restriction of your access in line with our terms, for example for non-payment or a breach of the acceptable use rules.
• Events outside our reasonable control (force majeure), such as internet or power failures, denial-of-service attacks, natural events, or government action.

This SLA is governed by the laws of England and Wales and should be read together with our terms of service.