This SLA forms part of the Terms of Service with Tananaev Solutions and covers paid hosted services we operate. It excludes the public website, forums, demos, free trials, self-hosted software, and one-off professional services. Service levels expressly agreed in your order or a separate written contract take priority.
We commit to 99.9% availability per calendar month, measured separately for each hosted subscription, and will use commercially reasonable efforts to restore interrupted service promptly. We use automated monitoring across all hosted services to detect service interruptions.
For tracking services, downtime means a fault in our service prevents receipt of valid reports from supported, correctly configured devices or access to tracking data through either the web interface or the API. Failure of any one of these functions counts as downtime. For other hosted services, it means a fault prevents their primary function. Ancillary-feature failures count only if they prevent that function.
Availability (%) = 100 × (eligible minutes − downtime minutes) / eligible minutes
Eligible minutes are the paid, provisioned portion of the month, less exclusions below. Only downtime within those minutes counts; overlapping incidents count once. If no minutes are eligible, no percentage is calculated. We use UTC timestamps, monitoring, logs, and relevant customer evidence.
Email support@traccar.org with your subscription details, issue, and timestamps. Do not send passwords.
We provide an initial response within 24 hours of receiving your support request, including weekends and holidays.
The guarantee covers a human response, not resolution of the issue; automated acknowledgments do not count. Custom development, training, and self-hosted support follow your agreed scope of work.
We aim to schedule maintenance during quieter periods and give at least 48 hours' notice of planned interruptions. Only the maintenance window announced with that notice is excluded from uptime calculations. For emergency maintenance, we give as much notice as practicable; it is not automatically excluded.
Other exclusions apply only to the extent unavailability is caused by:
Failures of our chosen infrastructure providers are not excluded merely because they involve third parties. Their SLAs do not replace ours.
Report suspected downtime or missed responses promptly. We will investigate, explain our findings, and take reasonable steps to address the cause.
There are no automatic service credits unless agreed in your order. Restoration is not your exclusive remedy: contractual termination and refund rights and mandatory legal remedies remain available. The Terms' liability provisions and exceptions apply.
Changes follow the notice and customer-rights provisions in the Terms and do not alter the treatment of earlier incidents.