Service Level Agreement

Updated 11/15/2020

Fleetrock provides a 99.9% Uptime commitment for all customers subscribing to our service (our Service Level Agreement or SLA). If we fall short of our 99.9% Uptime commitment and your business is affected, we’ll apply a Service Credit to your account for future use.

SLA breakdown


Downtime is the overall number of minutes Fleetrock was unavailable during a Fleetrock fiscal quarter (i.e., February 1 through April 30 and every three month period thereafter). Fleetrock calculates unavailability using recurring ping tests (one per minute, on average) from points around the world.

Downtime excludes the following:

  • Slowness or other performance issues with individual features (analytics calculations, search, file uploads, etc.)
  • Issues that are related to external apps or third parties
  • Any products or features identified as pilot, alpha, beta or similar
  • External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
  • Scheduled Downtime for maintenance

Uptime Commitment

Uptime is the percentage of total possible minutes Fleetrock was available during a fiscal quarter. Our commitment is to maintain at least 99.9% Uptime:

[(total minutes in quarter - Downtime) / total minutes in quarter] > 99.9%

Scheduled Downtime

Sometimes we need to perform maintenance to keep Fleetrock working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours advance notice. In a year, scheduled downtime won’t exceed 10 hours.

Service Credits

If we fall short of our Uptime commitment, we’ll apply a credit to each affected account equal to 10 times the subscription amount that the customer paid during the period Fleetrock was down (we call these Service Credits).

Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, require you to have paid any outstanding invoices and expire upon termination of your customer contract. Service Credits are the sole and exclusive remedy for any failure by Fleetrock to meet its obligations under this SLA.

Note, Downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may receive Service Credits during an outage in their region, while other accounts in other regions that have not been similarly affected will not.


As our business evolves, we may change our Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.