1. Availability
We target 99.5% monthly availability for the web platform (99.9% for Enterprise customers by written agreement), measured excluding scheduled maintenance. Telematics ingest is monitored around the clock.
2. Scheduled maintenance
Planned maintenance is announced at least 48 hours in advance and scheduled outside peak Saudi business hours.
3. Support hours and response times
Support is available Sunday to Thursday, 9:00–18:00 Saudi time, in Arabic and English, by phone, WhatsApp and email.
Target first-response times: P1 (service down) within 2 business hours; P2 (major function impaired) within 8 business hours; P3 (general questions) within 2 business days.
4. Service credits
Where service credits are agreed in an order, they are the exclusive remedy for availability misses. Credits never take the form of cash refunds beyond the terms of the order.