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Effective Date: January 1, 2024
This Service Level Agreement ("SLA") governs the use of IntelliRoute services under the terms of the IntelliRoute Customer Agreement between IntelliRoute ("we", "us", or "our") and users of IntelliRoute services ("you"). This SLA applies separately to each account using IntelliRoute services.
Service Credits
Service Credits
Service Credits
Monthly Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
Downtime is measured in user-minute increments of when the service is unavailable.
| Priority | Description | Starter | Professional | Enterprise |
|---|---|---|---|---|
| Critical | Complete service outage or data loss | 4 hours | 1 hour | 15 minutes |
| High | Major functionality impaired | 8 hours | 2 hours | 30 minutes |
| Medium | Partial loss of functionality | 24 hours | 4 hours | 2 hours |
| Low | General questions or minor issues | 48 hours | 8 hours | 4 hours |
P95 latency
95% of API requests respond within 200ms
For up to 100 stops
Complete route optimization for standard requests
Bulk import up to 10,000 records
Time to process and validate bulk data imports
End-to-end latency
Location updates reflected across all connected clients
Frequency: Monthly
Duration: Up to 2 hours
Notice: 7 days advance notice
Time: Sundays 2:00-4:00 AM UTC
Frequency: As needed
Duration: Minimized
Notice: ASAP (target 1 hour)
Time: Any time (critical fixes only)
Frequency: Quarterly
Duration: Up to 4 hours
Notice: 30 days advance notice
Time: Weekends or holidays
This SLA does not apply to any unavailability, suspension, or termination of services due to:
Submit a support ticket within 30 days of the incident with "SLA Credit Request" in the subject
Include dates, times, affected services, and documentation of the impact
We'll review your request within 5 business days and verify the downtime
Approved credits will be applied to your next invoice
Monitor service health and incidents in real-time on our status page.
Visit Status Page →Enterprise customers receive detailed monthly SLA performance reports.
Our team is here to help you understand our service level commitments and ensure you get the most from IntelliRoute.
This SLA is subject to change. We will notify customers of any material changes at least 30 days in advance. Version 2.1 - Last updated: January 1, 2024