Service Level Agreement

Overview

This Service Level Agreement ("SLA") is a binding agreement between Flottix, Inc. ("Flottix," "we," "us," or "our") and the Customer ("you" or "your") that defines the level of service you can expect from the Flottix IT asset management platform (the "Service").

This SLA applies to all paid subscription plans. Free trial accounts are not covered by this SLA. This SLA is incorporated into and made part of the Terms of Service.

We are committed to providing a reliable, high-performance service. This SLA outlines our commitments regarding uptime, support responsiveness, and compensation for any service disruptions.

Definitions

"Downtime"

Any period during which the Service is unavailable or materially degraded, as determined by our monitoring systems. Downtime is measured in minutes.

"Monthly Uptime Percentage"

The total number of minutes in a calendar month minus the total minutes of Downtime, divided by the total number of minutes in the calendar month, expressed as a percentage.

"Service Credit"

A credit applied to your account as compensation for Downtime, calculated as a percentage of your monthly subscription fee.

"Scheduled Maintenance"

Planned maintenance periods that are communicated in advance and do not count toward Downtime calculations.

"Incident"

Any event that causes or may cause an interruption to or degradation of the Service.

"Response Time"

The time between when a support ticket is submitted and when a member of our support team provides an initial response.

"Resolution Time"

The time between when an Incident is reported and when the Service is restored to normal operation or a workaround is provided.

Service Availability

Flottix commits to the following uptime guarantee:

The Service is considered "available" when the primary application functions (login, asset management, reporting) are operational and accessible via the web interface.

Availability Measurement

We measure availability using a combination of:

• External uptime monitoring services performing health checks every 60 seconds
• Internal application performance monitoring
• Customer-reported incidents

Scheduled Maintenance

Maintenance Windows

We perform scheduled maintenance during the following windows to minimize disruption:

• Standard Maintenance: Sundays, 2:00 AM - 6:00 AM UTC
• Emergency Maintenance: As needed, with maximum possible advance notice

Notification

We will notify customers of scheduled maintenance:

• Standard Maintenance: At least 72 hours in advance via email and in-app notification
• Emergency Maintenance: As soon as possible, typically within 1 hour

Maintenance Duration

Most scheduled maintenance is performed with zero or minimal downtime using rolling deployments. When downtime is required:

• Standard maintenance typically lasts less than 30 minutes
• Major updates may require up to 2 hours
• We will communicate expected duration in advance

Support Services

Support Channels

Support Hours

• Business Hours: Monday - Friday, 9:00 AM - 6:00 PM Pacific Time (excluding US holidays)
• Extended Hours (Enterprise): 24/7/365 for Severity 1 and Severity 2 incidents

Incident Severity Levels

Incidents are classified by severity to ensure appropriate prioritization:

Response Times

We commit to the following initial response times based on your plan and incident severity:

Target Resolution Times

While resolution times vary based on issue complexity, we target the following:

• Severity 1: 4 hours (workaround or fix)
• Severity 2: 24 hours (workaround), 72 hours (permanent fix)
• Severity 3: 5 business days
• Severity 4: As scheduled, based on development roadmap

Escalation

If you believe an incident is not being handled appropriately, you may escalate by:

• Replying to your support ticket with "ESCALATE" in the subject line
• Enterprise customers: Contacting your dedicated account manager
• Emailing escalations@flottix.com

Service Credits

If we fail to meet our uptime commitment, you may be eligible for Service Credits:

Requesting Service Credits

To receive Service Credits:

1. Submit a credit request within 30 days of the incident
2. Include dates, times, and duration of Downtime experienced
3. Provide any error messages or screenshots (if applicable)
4. Email requests to support@flottix.com with subject line "SLA Credit Request"

Credit Limitations

• Maximum Service Credit per month: 50% of your monthly subscription fee
• Service Credits are applied to future invoices, not refunded as cash
• Credits cannot be transferred between accounts
• Credits expire if unused within 12 months

Exclusions

The following are excluded from Downtime calculations and do not qualify for Service Credits:

• Scheduled Maintenance: Planned maintenance communicated in advance
• Force Majeure: Events beyond our reasonable control, including natural disasters, war, terrorism, riots, government actions, or internet backbone failures
• Customer Actions: Issues caused by your actions, equipment, or third-party services you use
• API Abuse: Downtime caused by exceeding API rate limits or misuse of the Service
• Third-Party Services: Outages of third-party services outside our control (e.g., cloud provider outages, unless we fail to implement appropriate redundancy)
• Beta Features: Downtime affecting beta or preview features
• Connectivity Issues: Issues with your internet connection or local network
• Browser Compatibility: Issues with unsupported browsers or browser configurations
• Suspended Accounts: Downtime during periods when your account is suspended for non-payment or Terms violation

Reporting and Monitoring

Status Page

Real-time service status is available at status.flottix.com. You can:

• View current system status
• Subscribe to status updates via email, SMS, or RSS
• Review incident history and post-mortems

Monthly Reports

Enterprise customers receive monthly reports including:

• Uptime statistics
• Incident summary
• Support ticket metrics
• Performance trends

Incident Communication

During incidents, we provide:

• Real-time updates on our status page
• Email notifications for Severity 1 and 2 incidents
• Post-incident reports for major outages (published within 5 business days)

Changes to This SLA

We may modify this SLA from time to time. Changes will be communicated by:

• Updating the "Last updated" date on this page
• Sending email notification for material changes
• Providing at least 30 days' notice before changes take effect

If changes materially reduce our service commitments, you may terminate your subscription without penalty within 30 days of notification.

Contact Information

For support requests or SLA-related inquiries:

Enterprise customers should contact their dedicated account manager for priority support.