This SLA applies to paid Management OS subscriptions. It does not apply to free trials, sandbox workspaces, beta features explicitly marked as such, or to FCMD Connect marketplace matching, which depends on partner supply.
1. Uptime commitment
- Target: 99.9% monthly availability of the core service — sign-in, dispatch, trip lifecycle, driver app APIs and payment callbacks.
- Availability is measured per calendar month as successful minutes divided by total minutes, excluding the exclusions in section 5.
- A minute is unavailable if core requests fail or time out for all users of a workspace.
2. Planned maintenance
- Routine maintenance is scheduled between 01:00 and 04:00 Sri Lanka time and announced at least 48 hours ahead in-product.
- Emergency security patching may occur without notice; we publish what happened afterwards.
- Announced maintenance inside that window does not count against the uptime target.
3. Support response targets
- P1 — fleet stopped. Dispatch, sign-in or payments unusable for the whole workspace: first response within 1 hour, 24×7, continuous work until mitigated.
- P2 — major degradation. A core workflow is broken with no reasonable workaround: first response within 4 business hours.
- P3 — minor issue. Cosmetic or low-impact defect with a workaround: first response within 2 business days.
- P4 — question or request. Guidance, configuration help or feature request: first response within 5 business days.
Business hours are 09:00–18:00 Sri Lanka time, Monday to Friday, excluding public holidays. Response targets are for first human response, not resolution.
4. Incident handling
- Active P1 and P2 incidents are acknowledged in-product with a status and an owner.
- A written post-incident summary — impact, cause and the fix — is provided on request for any P1 within 5 business days of resolution.
- Data protection incidents are handled under the Privacy Policy and applicable PDPA notification duties.
5. Exclusions
- Announced maintenance windows and emergency security patching.
- Failures of third parties outside our control: PayHere, Text.lk, Google Maps Platform, mobile networks, or your own connectivity and devices.
- Misuse, breach of the Acceptable Use Policy, or usage beyond your plan entitlements.
- Force majeure, including national outages, disasters and government action.
- Suspension for non-payment or for a policy breach.
6. Service credits
- 99.0% to below 99.9% monthly availability: 5% of that month's subscription fee.
- 95.0% to below 99.0%: 15% of that month's subscription fee.
- Below 95.0%: 30% of that month's subscription fee.
Credits are the sole remedy for missed availability. Request a credit within 30 days of the end of the affected month; approved credits are applied to a future invoice and are not payable in cash. Total credits in any month will not exceed that month's subscription fee.
7. Data durability and continuity
- Managed daily backups with point-in-time recovery on the production database.
- Recovery objectives for a major incident: RPO 24 hours, RTO 8 hours for the core service.
- On termination you may export your operational data for 30 days before deletion under the Privacy Policy retention rules.
8. Changes
We may update this SLA with at least 30 days' notice in-product. Material reductions to the uptime target or credit schedule will not apply to your current paid period.