This Service Level Agreement ("SLA") describes the availability commitment and support targets for SimpleGPS (https://www.simple-gps.com), operated by 1PROPERTY GROUP LLC. It forms part of the Terms of Service and applies to customers on a current paid subscription that is not past due.
1. Availability commitment
1PROPERTY GROUP LLC targets a Monthly Uptime of 99.9% for the core Service (the ability to sign in and use a workspace), measured per calendar month.
What this figure does not cover, said plainly, because it is easy to read an uptime number as "tracking works": it measures our application. It does not measure your tracker, the mobile network its SIM depends on, GPS reception, or the delivery of an email or push notification by somebody else's system. A vehicle out of coverage, a jammed signal, a flat backup battery or a tracker that was never powered are not Downtime under this document, however much they look like it from the map.
Monthly Uptime % = (total minutes in the month - Downtime minutes) / total minutes in the month x 100.
"Downtime" means sustained unavailability of the core Service confirmed by our monitoring, excluding the situations in section 3.
2. Scheduled maintenance
Business hours means 09:00 to 18:00 Europe/Sofia, Monday to Friday, excluding Bulgarian public holidays. Every response target in this document is counted in those hours - uptime is measured over the calendar month and claim windows run in calendar days - and stating the hours is the point: "within 6 business hours" means nothing without a clock and a calendar.
We may perform maintenance that briefly affects availability. We aim to schedule it outside those hours and to give advance notice for planned work expected to cause downtime. Scheduled and emergency maintenance is excluded from Downtime.
3. Exclusions
Downtime does not include unavailability caused by: scheduled or emergency maintenance; factors outside our reasonable control (force majeure, internet or upstream provider failures, mobile-carrier outages affecting tracker SIMs); the customer's own systems, network, configuration or breach of the Terms; tracker hardware faults; suspension for non-payment or policy violation; or beta/optional features and third-party integrations the customer enables.
4. Support targets
| Severity | Description | Target response |
|---|---|---|
| 1 - Critical | Service down or a core function unusable for all workspace users | Within 6 business hours |
| 2 - Major | A key feature is significantly impaired with no reasonable workaround | Within 1 business day |
| 3 - Minor | Limited or cosmetic issue, question, or a workaround exists | Within 3 business days |
Response times are targets, not guarantees, and are measured during our business hours. Priority support is available on the Business plan; other paid plans receive email support.
5. Service credits
If the Monthly Uptime falls below the commitment, the customer may request a service credit applied to a future invoice:
| Monthly Uptime | Service credit |
|---|---|
| 99.0% to below 99.9% | 5% of that month's fee |
| 95.0% to below 99.0% | 10% of that month's fee |
| Below 95.0% | 25% of that month's fee |
On an annual plan there is no monthly fee to take a percentage of, so one twelfth of the annual fee counts as that month's fee for this purpose.
Service credits are the customer's sole and exclusive remedy for availability shortfalls under this document. That is all they are: they do not touch the liability carve-outs in the Terms of Service, any right you have that cannot be waived, or a claim about something other than availability. Total credits in any month will not exceed that month's fee, and credits have no cash value.
Where this document and the Terms of Service disagree about availability, support or credits, this one governs; the Terms govern everything else.
6. Claiming a credit
To claim, email [email protected] within 30 days of the end of the affected month, including the dates/times and a description of the impact. Approved credits are applied to a future invoice. Credits are not available while the account is past due or in breach of the Terms.
7. Changes
We may update this SLA; material changes will be notified and apply from the next billing period.