Service Level Agreement

This Service Level Agreement ("SLA") is part of the Terms and Conditions between Handova LLC ("Handova") and each company on a paid plan ("Customer"). Words defined in the Terms have the same meaning here. It does not apply to the free Starter plan, free trials or beta features, which are provided without a service level.

1. Uptime target

Handova aims for the Service to be Available 99.5% of the time in each calendar month ("Uptime Target").

• Available means that signed-in users can log in and open the main pages of the Service (Home, Reports, Fleet) from the public internet.
• Monthly Uptime = (minutes in the month − minutes of Downtime) ÷ minutes in the month × 100.
• Downtime means minutes in which the Service is not Available to all or most customers, as measured by Handova's monitoring, not counting the Exclusions in section 4.

2. Service credits

If Monthly Uptime is below the Uptime Target, the Customer may claim a credit against a future payment:

• To claim, write to support@myhandova.com within 30 days after the end of the month, with your company name and the dates and times affected.
• Credits are added to your next plan payment or extension. They are not paid in cash, cannot be transferred, and are lost if the account is closed.
• Credits for any month may not exceed 25% of the plan fee for that month.
• Service credits are the Customer's only and exclusive remedy for any failure to meet the Uptime Target or other service level in this SLA. This does not limit a right to end the agreement that the Terms give for repeated or serious failures.

3. Planned maintenance

We may need to stop the Service briefly to update it. We try to do this at quiet times, keep it short, and give at least 48 hours' notice in the app or by email for maintenance expected to last more than 30 minutes. Planned maintenance with that notice is not Downtime, up to 8 hours in a month.

4. Exclusions

Downtime does not include unavailability caused by:

• planned maintenance under section 3, or urgent security fixes that cannot wait;
• problems with the Customer's or users' devices, browsers, phone networks, internet access or GPS trackers, including phones that stop apps in the background or have location turned off;
• third-party services outside Handova's reasonable control, such as maps, payment, email or SMS providers, app stores, or the wider internet;
• suspension under the Terms (for example for overdue fees or a breach of the Acceptable Use Policy);
• the Customer's own actions or instructions, or use of the Service against its documentation;
• events beyond Handova's reasonable control (force majeure), as described in the Terms;
• features labelled beta, preview or "on our roadmap".

5. Support

Business hours are 8:00 to 18:00, Monday to Friday, U.S. Eastern Time, except U.S. public holidays. Write to support@myhandova.com from the email on your account. Reply times are targets for a first human reply, not times to fix; we keep you updated until the problem is solved. Missing a reply time does not give a service credit.

6. Data backup

We back up Customer Data regularly and aim to be able to restore the Service with no more than 24 hours of data lost and within 24 hours of a serious failure. Positions waiting on drivers' phones are sent once the Service is back.

7. Changes

We may update this SLA. Changes that reduce the Uptime Target or credits will not apply until the start of the Customer's next paid period after we give notice.