1. Platform Availability

EonsFleet commits to maintaining 99.9% monthly uptime for the core platform services, including GPS tracking, fleet dashboard, and API endpoints. Scheduled maintenance windows are excluded from uptime calculations and will be communicated at least 48 hours in advance.

2. Support Response Times

Priority	Description	Response Time
P1 — Critical	Platform outage affecting all users	1 hour
P2 — High	Major feature degradation	4 hours
P3 — Medium	Non-critical feature issue	1 business day
P4 — Low	General inquiries	2 business days

3. Data Protection

All customer data is encrypted at rest (AES-256) and in transit (TLS 1.3). Daily automated backups are retained for 30 days. Enterprise customers receive access to dedicated backup and disaster recovery options.

4. Service Credits

If monthly uptime falls below the committed 99.9%, affected customers on Business and Enterprise plans are eligible for service credits proportional to the downtime experienced. Credits are applied to the next billing cycle upon request.

5. Exclusions

This SLA does not cover outages caused by: force majeure events, third-party service failures (payment gateways, GPS hardware providers), customer-side network issues, or abuse of the platform in violation of our Terms of Service.

6. Contact

For SLA-related inquiries or to request service credits, contact our support team at support@eonsfleet.com.