Service Level Agreement
Last updated: 30 October 2026.
This Service Level Agreement ("SLA") applies to paying customers of the Vechtron fleet-intelligence Service operated by BlackFortz Capital Ltd (trading as Vechtron). It is incorporated by reference into the Terms of Service.
1. Covered services
This SLA covers:
https://fleet.vechtron.com— the Vechtron Fleet web application.https://api.vechtron.com— the Vechtron public API and backend services used by the mobile apps.
It does not cover:
vechtron.commarketing site.- The optional AI assistant where it depends on third-party model APIs that have their own availability.
- Any beta or preview feature marked as such in the Service.
2. Monthly uptime commitment
We commit to 99.5% monthly uptime on the Covered Services, measured as:
```
uptime % = (total_minutes_in_month − unavailable_minutes) / total_minutes_in_month × 100
```
Where "unavailable" means the Covered Service returns HTTP 5xx (or no response at all) for more than 60 consecutive seconds, as measured by our external monitoring from at least two geographic locations.
3. Measurement + reporting
- External availability probes run every 60 seconds from at least two regions.
- Monthly uptime is computed on the 1st of each following month.
- A public status page is available at status.vechtron.com (coming online during Q4 2026).
- Historical uptime for the previous 90 days is published on the status page.
If you dispute a measurement, email support@vechtron.com within 30 days of the end of the affected month with your account email + the dates in question. We will share the raw monitoring data and reconcile.
4. Exclusions from downtime
The following are not counted as downtime:
- Scheduled maintenance announced in-app and by email at least 48 hours in advance, limited to 4 hours per calendar month, performed during off-peak hours (02:00–06:00 UTC).
- Emergency maintenance for a security patch where delay would materially increase risk — we will notify as soon as reasonably possible and will communicate the duration and reason.
- Customer-caused outages — misconfiguration by the Customer, deletion of data by the Customer, abuse of rate limits, use of unsupported client versions.
- Force majeure — natural disasters, war, government action, large-scale internet outages beyond our control.
- Third-party sub-processor failures that affect only features explicitly dependent on that sub-processor (e.g. SMS delivery when Termii is down; payment checkout when Paddle is down). We will still work to mitigate but these do not count toward the SLA.
- Beta features — any feature marked as "Beta" or "Preview" in the UI.
5. Service credits
If we fail to meet the uptime commitment in a given calendar month, you are entitled to a service credit against your next invoice:
| Monthly uptime | Service credit |
|---|---|
| < 99.5% but ≥ 99% | 10% of the monthly fee |
| < 99% but ≥ 95% | 25% of the monthly fee |
| < 95% | 50% of the monthly fee |
Credits are the Customer's sole and exclusive remedy for any failure to meet the uptime commitment. The maximum service credit in any calendar month is 50% of that month's fee.
How to claim
Email billing@vechtron.com within 30 days of the end of the affected month with:
1. Your account email,
2. The month and the affected service,
3. Any relevant data (e.g. support tickets you raised during the outage).
We will respond within 10 business days. Approved credits are applied automatically to the next invoice. If you are on a free trial, no monetary credit accrues but the trial period is extended by the equivalent number of days.
6. Support response times
| Severity | Definition | First-response SLA (business hours, 09:00–18:00 UTC, Mon–Fri) |
|---|---|---|
| P1 — Critical | Service unavailable for all users; critical safety feature (SOS) failing | 1 hour |
| P2 — High | Significant feature broken for all users; or P1 affecting one user | 4 hours |
| P3 — Standard | Minor feature issue; cosmetic bug; question about documented behaviour | 1 business day |
| P4 — Low | Feature request; general question | 3 business days |
Enterprise plans may negotiate 24×7 response windows and shorter first-response SLAs in a separate written agreement.
7. Scheduled maintenance log
- No scheduled maintenance announced at the time of this page's publication.
(This section will list upcoming windows.)
8. Change notice
We may update this SLA from time to time. Material changes (reduction of the uptime commitment, extension of the exclusions, or reduction of service credits) will be announced in-app and by email at least 30 days in advance. Non-material changes (clarifications, typo fixes) take effect on publication.
9. Contact
- Status enquiries & incident updates: status.vechtron.com (soon) /
support@vechtron.com - SLA credit claims:
billing@vechtron.com - General questions:
support@vechtron.com
BlackFortz Capital Ltd (trading as Vechtron)
Unit F Winston Business Park, Churchill Way, Chapeltown, Sheffield, S35 2PS, United Kingdom.
Company number: 16153268.