Service Level Agreement
Our Commitment to Service Quality
1. Overview
This Service Level Agreement ("SLA") defines the service commitments provided by ADASystems to Customers using our fleet management platform and Devices. This SLA is incorporated into and subject to our Terms and Conditions.
2. Platform Availability
2.1 Uptime Commitment
ADASystems commits to a monthly platform availability of 99.5% ("Uptime Target"). Availability is calculated as: ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
2.2 Uptime Calculation
Monthly uptime percentages correspond to the following maximum downtime:
| Uptime % | Max Monthly Downtime |
|---|---|
| 99.9% | 43 minutes |
| 99.5% | 3 hours 36 minutes |
| 99.0% | 7 hours 18 minutes |
2.3 Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance (notified at least 24 hours in advance)
- Emergency security patches
- Issues caused by Customer actions or third-party services
- Force majeure events
- Internet connectivity issues outside our infrastructure
3. Device Performance
3.1 Data Transmission
Devices will transmit telemetry data to the platform within 60 seconds of generation under normal cellular network conditions. Data is buffered locally during connectivity outages and transmitted upon reconnection.
3.2 GPS Accuracy
GPS location accuracy is typically within 5 metres under open sky conditions. Accuracy may be reduced in urban canyons, tunnels, or areas with poor satellite visibility.
4. Support Services
4.1 Support Hours
Standard support is available Monday to Friday, 9:00 AM to 5:00 PM GMT, excluding UK public holidays. Emergency support for critical issues is available 24/7.
4.2 Response Times
We commit to the following initial response times based on issue severity:
| Severity | Description | Response Time |
|---|---|---|
| Critical | Platform down, all tracking unavailable | 1 hour |
| High | Major feature unavailable, multiple users affected | 4 hours |
| Medium | Feature degraded, workaround available | 8 hours |
| Low | Minor issue, cosmetic, feature request | 24 hours |
5. Scheduled Maintenance
Scheduled maintenance windows are typically Sunday 02:00-06:00 GMT. Customers will be notified at least 24 hours in advance via email and platform notification. Emergency maintenance may occur without notice when required for security or stability.
6. Service Credits
If ADASystems fails to meet the 99.5% uptime commitment, eligible Customers may request service credits. Credit amounts are calculated as a percentage of the monthly subscription fee based on actual uptime achieved. Service credits are the sole remedy for SLA breaches and must be requested within 30 days.
7. Reporting
Customers can view real-time platform status and historical uptime reports via the dashboard. Incident reports are provided upon request for any significant service disruptions.
8. Contact
For support enquiries:
ADASystems
Birmingham, United Kingdom
Email: hello@adasystems.uk