This Service Level Agreement ("SLA") constitutes a legally binding agreement between you and Tananaev Solutions ("we", "us", "our") governing the provision of Paid Services. By accessing or using our Paid Services, you agree to be bound by the terms and conditions outlined in this SLA.
We guarantee an uptime of 99.9% for our Paid Services. Uptime is measured over each calendar month. In the unlikely event that uptime falls below 99.9% in a given calendar month, we will make commercially reasonable efforts to promptly restore service to minimize disruption to your operations.
Our services may be hosted on infrastructure provided by third-party providers such as DigitalOcean and Hetzner. For information regarding their respective SLAs, check their official websites.
We are committed to providing responsive support to address your inquiries and concerns. Our dedicated support team guarantees to respond to support requests within twenty-four (24) hours during standard working hours. Support requests received outside of standard working hours may be addressed in the following business day.
Our support team is available to assist you via email only. For prompt assistance, please contact us at support@traccar.org.
To ensure the continued reliability and performance of our services, we may occasionally need to perform scheduled maintenance. We will endeavor to schedule maintenance during off-peak hours and provide advance notice, whenever possible. However, in emergency situations, we reserve the right to perform maintenance without prior notice to prevent service disruption or security vulnerabilities.
This SLA does not apply to downtime caused by factors beyond our reasonable control, including but not limited to force majeure events, internet outages, or acts of third parties. Additionally, scheduled maintenance windows and downtime related to customer misconfiguration or misuse of the services are excluded from this SLA.
We reserve the right to update or modify this SLA at any time without prior notice. Any changes will be effective immediately upon posting on the Website. Your continued use of our Paid Services following the posting of any changes to the SLA constitutes acceptance of those changes.
If you have any questions or concerns regarding this SLA, please do not hesitate to contact us at support@traccar.org.