1. Platform Availability
MobilitySQR commits to a 99.9% monthly uptime target for the MobilitySQR platform, measured across all production services including the web application, APIs, and integrations.
Monthly uptime is calculated as:
Uptime % = (Total minutes in month − Downtime minutes) / Total minutes in month × 100
"Downtime" is defined as any period during which the MobilitySQR platform is materially unavailable to the Customer, as measured by MobilitySQR's external monitoring systems. The following are excluded from the downtime calculation:
- Scheduled maintenance windows communicated at least 48 hours in advance
- Periods of degraded performance that do not prevent core platform functionality
- Downtime caused by factors outside MobilitySQR's reasonable control (see Exclusions)
2. Service Credits
If the MobilitySQR platform's monthly uptime falls below the 99.9% target, eligible Customers may receive service credits applied to their next invoice, based on the following schedule:
- 99.0% – 99.9% uptime — 10% credit of that month's subscription fee
- 95.0% – 98.99% uptime — 25% credit of that month's subscription fee
- Below 95.0% uptime — 50% credit of that month's subscription fee
Service credits are the Customer's sole and exclusive remedy for any failure to meet the uptime commitment. Credits are capped at 50% of the monthly subscription fee and are non-transferable and non-refundable.
To receive service credits, Customers must submit a written request to support@mobilitysqr.com within 30 days of the end of the month in which the downtime occurred, including relevant dates and times of the outage.
3. Exclusions
This SLA does not apply to downtime or performance issues resulting from:
- Force majeure — Natural disasters, acts of war, terrorism, pandemics, government actions, or other events beyond MobilitySQR's reasonable control
- Customer-caused issues — Problems resulting from the Customer's equipment, software, network connections, or actions, including misconfigured integrations or excessive API usage
- Third-party service failures — Outages or degradation of third-party services, internet service providers, or DNS providers not under MobilitySQR's direct control
- Scheduled maintenance — Pre-announced maintenance windows as described in Section 6
- Beta features — Any functionality explicitly designated as "beta," "alpha," or "experimental"
- Preview features — Any functionality marked as "preview" or "early access," which is provided on an as-is basis without uptime guarantees
4. Support Tiers
Launch Plan
- Email support via support@mobilitysqr.com
- 24-hour initial response time (business days)
- Access to self-service knowledge base and documentation
Scale Plan
- Priority email support with escalation path
- Live chat support during business hours (Mon–Fri, 09:00–18:00 GMT)
- 8-hour initial response time (business days)
- Named account manager as primary point of contact
- Monthly uptime reports
Transform Plan
- 24/7 support via email, chat, and phone
- 2-hour critical incident response time (including weekends and holidays)
- Dedicated customer success manager
- Quarterly business reviews with executive sponsor
- Priority feature request consideration
- Custom onboarding and training sessions
5. Incident Severity Levels
P1 — Critical
- Definition: The MobilitySQR platform is completely unavailable or a core function is inoperable, affecting all or most users with no workaround available
- Response time: Less than 1 hour
- Update frequency: Every 30 minutes until resolved
- Escalation: Immediate escalation to engineering leadership
P2 — High
- Definition: A major feature or module is significantly degraded, impacting a substantial number of users; partial workaround may be available
- Response time: Less than 4 hours
- Update frequency: Every 2 hours until resolved
- Escalation: Escalation to engineering team lead
P3 — Medium
- Definition: A minor feature issue or non-critical bug affecting limited users; workaround available
- Response time: Less than 8 hours
- Update frequency: Daily updates until resolved
P4 — Low
- Definition: Cosmetic issues, minor usability improvements, or enhancement requests
- Response time: Less than 24 hours
- Update frequency: Updates as progress is made
6. Maintenance Windows
Scheduled Maintenance
Routine maintenance is performed during the following standard window:
Saturdays, 02:00 – 06:00 UTC
Customers will be notified at least 48 hours in advance of any scheduled maintenance via email and the platform status page. MobilitySQR aims to minimize downtime during maintenance windows and will make reasonable efforts to complete maintenance within the published window.
Emergency Maintenance
In rare cases, emergency maintenance may be required to address critical security vulnerabilities, data integrity risks, or other urgent issues. Emergency maintenance will be performed as needed with best-effort advance notice. MobilitySQR will provide real-time updates via the status page and email notifications throughout any emergency maintenance period.
7. Data Backup & Recovery
- Backup frequency: Daily automated backups of all customer data and platform configurations
- Retention period: 30-day rolling retention for all backups
- Recovery Point Objective (RPO): Less than 1 hour — in the event of a disaster, no more than 1 hour of data may be lost
- Recovery Time Objective (RTO): Less than 4 hours — the platform will be restored to operational status within 4 hours of a disaster declaration
- Geographic redundancy: Backups are stored in a geographically separate region from the primary infrastructure
- Disaster recovery testing: Full disaster recovery procedures are tested annually, with results documented and available to Transform plan customers upon request
8. Performance Targets
MobilitySQR commits to the following performance benchmarks for the MobilitySQR platform under normal operating conditions:
- Page load time: Less than 2 seconds at the 95th percentile, measured from initial request to fully interactive page
- API response time: Less than 500 milliseconds at the 95th percentile for standard API endpoints
- Report generation: Less than 30 seconds for standard reports; complex custom reports may take longer depending on data volume
Performance is measured using MobilitySQR's monitoring infrastructure from multiple geographic locations. Performance targets assume reasonable data volumes and standard usage patterns; bulk operations, large data exports, and custom integrations may experience different performance characteristics.
9. Communication
MobilitySQR maintains transparent communication about platform status and incidents through the following channels:
- Status page: Real-time platform status is available at status.mobilitysqr.com, including current system health, historical uptime data, and incident history
- Incident notifications: Email notifications are sent automatically for all P1 and P2 incidents, including initial notification, status updates, and resolution confirmation
- Monthly uptime reports: Detailed uptime and performance reports are provided monthly to Scale and Transform plan customers
- Post-incident reviews: Root cause analysis and post-mortem reports are published for all P1 incidents within 5 business days of resolution
10. SLA Review
This Service Level Agreement is reviewed annually by MobilitySQR to ensure it continues to meet the evolving needs of our customers and reflects our current operational capabilities.
Changes to this SLA will be communicated to all customers at least 30 days in advance of taking effect. Material changes that reduce service commitments will be highlighted in the notification.
Customers on annual contracts will not be subject to adverse SLA changes until their next renewal period, unless the Customer consents to the updated terms.
Questions or feedback regarding this SLA may be directed to support@mobilitysqr.com.