Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) applies only where expressly incorporated into a Customer Order Form. Wowmotive does not commit to a default availability percentage, response time, or restoration time for the Services. In the event of a server outage, crash, or other service disruption, Wowmotive will use commercially reasonable efforts, on a best-efforts basis only, to investigate and restore the affected Services once the cause is understood. No specific commitment or remedy applies unless expressly stated in the applicable Order Form or a signed amendment.

Wowmotive does not commit to a default availability percentage. Any availability commitment exists only where negotiated and stated in the applicable Order Form.

Where an Order Form states an availability commitment, Monthly Availability Percentage means the total minutes in the applicable calendar month minus qualifying Downtime, divided by the total minutes in that month. Only unavailability caused by failures squarely within Wowmotive’s reasonable control counts as Downtime.

• Scheduled or emergency maintenance.
• Customer systems, networks, devices, credentials, configurations, or actions.
• Internet, telecommunications, cellular, GPS, mapping, or network failures outside Wowmotive’s reasonable control.
• Third-party services, APIs, or cloud infrastructure outside Wowmotive’s reasonable control.
• Failures caused by Customer misuse or breach of the Agreement.
• Force majeure and any other event outside Wowmotive’s reasonable control.

Wowmotive may schedule maintenance at its discretion and may provide advance notice where reasonably practicable. Emergency maintenance may occur without notice.

Support channels and hours are determined by the support tier stated in the applicable Order Form. No response or restoration time is guaranteed unless expressly stated in the applicable Order Form.

Wowmotive classifies reported incidents into the following severity levels for internal prioritisation purposes only, and this classification does not itself create any response-time or resolution-time commitment: P1 (Critical) — the production Service is unavailable, or a core function is unusable for substantially all users of a Customer’s account, with no workaround. P2 (High) — a core function is materially degraded for a subset of users, with a difficult or partial workaround. P3 (Medium) — a non-core function is impaired, or a core function is impaired for a small number of users, with a reasonable workaround available. P4 (Low) — a minor defect or question that does not materially impair use of the Services. Wowmotive makes the final severity determination in its sole discretion.

Customer should provide the affected account, users, time the issue began, relevant error information, and a description of business impact to enable investigation.

For P1 incidents, Wowmotive may, at its discretion, provide periodic status updates. Where an incident involves Personal Data or a Personal Data Breach, the DPA and Security Addendum govern.

Security incidents and Personal Data Breaches are not measured under this service-availability SLA and are governed exclusively by the DPA and Security Addendum.

Wowmotive does not guarantee availability or accuracy of GPS signals, cellular coverage, or third-party APIs, and has no liability for their failure.

Customer is responsible for maintaining valid subscriptions, supported devices/browsers, appropriate permissions, and required driver/user notices.

Wowmotive may, at its discretion, provide service-status information through designated channels.

A higher support tier may be purchased through the Order Form. No response, restoration, or availability commitment applies unless expressly stated in the Order Form.

This SLA is a commercial service-level document. UAE law does not generally prescribe a mandatory SLA availability percentage for a private U.S.-based SaaS provider serving UAE business customers. Where UAE PDPL applies, Wowmotive’s security, confidentiality, and breach obligations are governed by the DPA and Security Addendum, not by this SLA.

No service credits, refunds, or other remedies apply to any service disruption unless a specific remedy is expressly stated in the applicable Order Form or a signed amendment.

Service availability does not constitute a guarantee that GPS positions, routes, ETA calculations, telemetry, alerts, geofences or analytics are accurate or complete.

The MSA governs general legal terms. The DPA governs Personal Data processing. The Security Addendum governs security. The Order Form governs any expressly negotiated service-level terms.

Wowmotive may update this SLA’s operational support procedures at any time in its sole discretion and without prior notice, provided that such updates do not alter an expressly negotiated availability, response-time, restoration, or other service-level commitment in an applicable Order Form or signed amendment. Changes required by Applicable Law will be handled as required by law.

This SLA does not require a separate signature when expressly incorporated into the applicable Order Form or MSA by reference.