This Service Level Agreement (“SLA”) defines service availability targets, support response times, and maintenance practices for the FrontDesk platform operated by iRydo Ltd.
2. SERVICE SCOPE
Important Limitation
This SLA applies only to the software platform. It does NOT apply to transport services, driver availability, vehicle performance, or journey fulfilment. Transport services are provided by third parties such as Bolt Technology OÜ.
3. SERVICE AVAILABILITY
3.1 Uptime Target: iRydo targets a 99.5% monthly uptime. This is a service objective only and does not constitute a guarantee or contractual commitment.
3.2 Definition of Uptime: Uptime means the Platform is accessible and functioning for core features. Measurement excludes scheduled and emergency maintenance.
4. SUPPORT SERVICES
Support is available via email and ticketing systems during standard UK business hours.
| Priority | Description | Response Target |
|---|---|---|
| Critical | Platform unavailable or major outage | Within 2 hours |
| High | Major feature issue impacting operations | Within 6 hours |
| Medium | Partial degradation or non-critical issue | Within 24 hours |
| Low | General enquiry or minor issue | Within 3 business days |
Response times represent acknowledgement only, not resolution.
6. MAINTENANCE
6.1 Scheduled Maintenance: iRydo may perform scheduled maintenance to improve performance or security. Where reasonably possible, maintenance will be conducted during off-peak hours with advance notice.
6.2 Emergency Maintenance: iRydo may perform emergency maintenance without notice to address critical security risks or system failures.
7. SLA EXCLUSIONS
This SLA does not apply to issues caused by third-party services (e.g., Stripe, Bolt), internet or infrastructure failures outside iRydo's control, client misuse, or force majeure events.
8. SERVICE CREDITS
Unless expressly agreed in writing, no automatic service credits apply. Where agreed, they shall constitute the sole and exclusive remedy for service level failures.