Service Level Agreement

This Service Level Agreement (“SLA”) describes Fleiko's commitments for platform uptime, technical support response times, and managed service delivery standards. It applies to all active Fleiko subscribers and is incorporated by reference into the Terms of Service.

Where this SLA conflicts with the Terms of Service, the Terms of Service govern.

Fleiko targets 99.5% monthly uptime for the fleet management portal, measured across each calendar month. This allows for up to approximately 3.6 hours of unplanned downtime per month.

Uptime is calculated as:

Excluded from downtime calculations:

• Scheduled maintenance windows (see Section 3)
• Outages caused by third-party infrastructure providers (Supabase, Vercel, Resend, Upstash)
• Outages caused by the client's own internet connection, browser, or device
• Outages resulting from client actions that violate the Terms of Service
• Force majeure events (natural disasters, cyberattacks on upstream infrastructure, etc.)

Fleiko performs scheduled maintenance during off-peak hours (Monday–Friday, 10pm–6am ET, or weekends). We will provide at least 24 hours' advance notice via email to the account administrator before any scheduled maintenance that is expected to cause more than 15 minutes of unavailability.

Emergency maintenance required to address a security vulnerability or critical bug may be performed without advance notice.

Support is available during business hours: Monday–Friday, 9am–5pm Eastern Time, excluding US federal holidays. Submit support requests to legal@fleiko.com.

Response time is measured from when a support request is received during business hours. Requests submitted outside business hours are treated as received at the start of the next business day.

Resolution targets are goals, not guarantees. Complex issues may require more time. Fleiko will communicate progress updates for unresolved issues within the resolution window.

In addition to software access, your subscription includes active remote fleet administration. Fleiko commits to the following service delivery standards:

• Monthly fleet reports: Delivered by the 5th business day of the following month for the prior month's data.
• Document expiry alerts: Sent to the account administrator at least 30 days before a tracked document expires, and again at 7 days if unresolved.
• Maintenance reminders: Issued in the platform and by email when a scheduled maintenance item falls within the configured alert window.
• Repair coordination: Fleiko will contact a designated repair vendor on the client's behalf within 2 business days of a client-reported repair request, provided the client has supplied complete information (vehicle, issue description, preferred vendor or authorization to source one).

These delivery standards apply only when the client has provided accurate, up-to-date information. Fleiko is not responsible for missed alerts or reports caused by incomplete or incorrect data supplied by the client.

If Fleiko fails to meet the 99.5% uptime target in a given calendar month, or fails to deliver a monthly report by the deadline in Section 5, the client may request a service credit.

• Credits are applied to the client's next invoice.
• The maximum credit per month is one month's subscription fee.
• Credits are the sole remedy for SLA breaches — cash refunds are not issued.
• Credits must be requested within 15 days of the end of the affected month.
• Credits are not issued for excluded events (Section 2) or client-caused failures.

To request a credit, email legal@fleiko.com with the subject line “SLA Credit Request” and a description of the incident.

This SLA does not apply to:

• DOT, FMCSA, or other regulatory compliance outcomes — Fleiko is a management tool, not a compliance service
• The accuracy of mileage, cost, or maintenance data entered by the client
• Third-party vendor response times during repair coordination
• Outcomes of business decisions made using Fleiko's reports or data
• Free trials or accounts that are not on an active paid subscription

Fleiko may update this SLA with at least 30 days' written notice to account administrators. Continued use of the service after the effective date constitutes acceptance of the updated SLA.