Service Level and Support Schedule

1. Scope

This SLA applies only to paid production Service identified in an Order Form. It does not apply to free trials, beta/preview features, third-party services, Customer systems, or features expressly excluded in the Order Form.

2. Availability Target

IronDispatch will use commercially reasonable efforts to achieve a 99.5% Monthly Uptime Percentage for the hosted production web and API Service.

Monthly Uptime Percentage = (total minutes − unavailable minutes) / total minutes × 100

“Unavailable” means the production Service is broadly unable to authenticate or perform its core server-side functions due to an IronDispatch-controlled failure. A single feature defect, slowed response, intermittent mobile carrier issue, delayed third-party integration, or one user/device issue is not automatically full-Service unavailability.

Exclusions

• Scheduled maintenance announced at least 48 hours in advance, up to four (4) hours per calendar month.
• Emergency maintenance needed to address a credible security, data-integrity, or legal risk, with notice as soon as practicable.
• Customer systems, devices, networks, configuration, misuse, or unsupported software.
• Internet, mobile carrier, app store, cloud, mapping, email, accounting, AI, telematics, or other third-party failures outside reasonable IronDispatch control, including a third-party provider’s rate limiting, quota enforcement, throttling, capacity restriction, suspension, breaking interface change, deprecation, or discontinuation.
• Force-majeure events.
• Suspension permitted by the MSA.
• Beta/preview functions.

3. Service Credits

Customer must request a credit with reasonable supporting information within thirty (30) days after the affected month. Credits apply to future fees, are capped at 25% of the affected monthly fee, and are Customer’s exclusive monetary remedy for a failure to meet the availability target in Section 2 of this SLA.

Service credits do not limit or replace: (a) Customer’s termination and prorated-refund rights for chronic failure under Section 8 of this SLA; (b) Customer’s rights and remedies for a Security Incident or a breach of MSA Section 9, MSA Section 12, or the DPA; or (c) any liability described in MSA Section 16.3.

4. Support

Standard support

• Email and phone support on all paid plans.
• Published hours: 8:00 a.m. to 5:00 p.m. Pacific Time, Monday through Friday, excluding published holidays.
• Support email: support@irondispatch.app. Support telephone: (307) 215-3022.
• Customer must name administrative contacts authorized to request account, data, billing, or configuration changes.

Priority support

Where an Order Form includes priority support, Customer receives placement ahead of standard-support tickets in the support queue, a named escalation contact, and the response targets stated in the Order Form. Priority support is provided during the published support hours above unless an Order Form expressly states otherwise.

Incident priorities and response targets

Response means acknowledgment and triage, not guaranteed resolution. Targets pause while IronDispatch reasonably awaits Customer information or access.

5. Maintenance and Release Management

IronDispatch may deploy corrections and improvements. Material planned maintenance will be announced where practicable. Emergency security/data-integrity work may occur without advance notice. IronDispatch will maintain reasonable rollback and migration procedures appropriate to the Service.

6. Backups and Recovery

• Production database backups at least nightly.
• Backups protected from ordinary tenant access and retained for thirty (30) days, or longer where required by law or a written legal hold.
• Restore procedures tested at least semiannually in an isolated environment, with the result recorded.
• Target recovery point objective (RPO): 24 hours.
• Target recovery time objective (RTO) after declaration of a recoverable disaster: 48 hours.

RPO/RTO are operational targets, not guarantees, unless expressly stated. Customer remains responsible for standard exports and any legally mandated archival copies. Backups are a disaster-recovery control and are not a substitute for the export rights in Section 8.4 of the MSA or the post-termination export window in Section 11.7 of the MSA.

7. Customer Cooperation

Customer will provide timely problem details, affected users/functions, screenshots or records that can be shared lawfully, reproduction steps, and an administrative contact. Customer will not send passwords or unnecessary sensitive data in support messages.

When a material outage, synchronization problem, migration defect, or integration mismatch affects Customer records, the Parties will preserve relevant evidence and reconcile against the identified authoritative source before bulk replay, deletion, or replacement. Quenchifying will not condition access to Customer’s standard export on waiver of a good-faith service claim.

8. Chronic Failure

For purposes of this SLA, repeated failure to meet the availability target as described below is a chronic failure.

If the hosted Service misses the uptime target in three months of a rolling six-month period, Customer may terminate the affected Order Form by notice within 30 days after the third miss and receive a prorated refund of prepaid unused fees, unless the Order Form states a different remedy.