Service Level Agreement

We guarantee that the Scarleicester API and workspace will be available 99.9% of the time in each calendar month, excluding the exclusions listed below. This SLA applies to Growth and Business plans.

Monthly uptime is the total minutes in the month, minus minutes of downtime, divided by the total minutes in the month. Downtime is any period of more than one consecutive minute in which the API returns server errors for the majority of valid requests, as recorded by our monitoring.

Scheduled maintenance is announced at least 48 hours in advance by email and in your workspace. We aim to carry out maintenance outside UK business hours and to keep it under four hours per month. Announced maintenance does not count as downtime.

If monthly uptime falls below the commitment, you are eligible for a service credit:

Credits are applied to your next invoice and are capped at 50% of the monthly fee for the affected month. Credits are not paid out in cash.

Email contact@scarleicester.com within 30 days of the end of the affected month with the dates and times of the downtime. We will confirm the outcome within 10 business days.

• Announced scheduled maintenance
• Outages of vehicle manufacturer data services, telematics devices or mobile networks outside our control
• Vehicles that are switched off, out of coverage or have had consent revoked
• Faults in your own systems, networks or integrations
• Events beyond our reasonable control, including widespread internet or hosting provider failures
• Suspension of your account under our Terms of Service

Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment. This SLA forms part of our Terms of Service.