Service Level Agreement
Our commitment to reliability and service quality.
99.9% Uptime
Guaranteed platform availability for all production services
< 200ms Response
Average API response time under normal conditions
24/7 Support
Critical issue support available around the clock
Data Durability
99.999999999% data durability with redundant backups
Uptime Guarantee
FleetOS guarantees 99.9% uptime for all production services, measured on a monthly basis. Scheduled maintenance windows are excluded from uptime calculations and communicated in advance.
Support Response Times
| Severity | Response Time | Resolution Target |
|---|---|---|
| Critical | 1 hour | 4 hours |
| High | 4 hours | 24 hours |
| Medium | 8 hours | 72 hours |
| Low | 24 hours | 5 business days |
Service Credits
If monthly uptime falls below 99.9%, customers are eligible for service credits:
- 99.0% - 99.9%: 10% credit
- 95.0% - 99.0%: 25% credit
- Below 95.0%: 50% credit
Last updated: March 2026. This SLA applies to Enterprise plan customers. See your contract for specific terms.