Service Level Agreement
VENUS GLOBAL TECH
Truck AI Locator — SaaS Platform
Service Level Agreement (SLA)
Truck AI Locator Platform
Effective Date: August 12, 2026
Applies to all Standard SaaS Plan subscribers ($___/month)
1. Purpose
This SLA describes the availability, support, and performance commitments Venus Global Tech provides for the Truck AI Locator platform. It forms part of, and is incorporated by reference into, the SaaS Subscription Agreement.
2. Service Availability
Provider commits to a monthly uptime of 90.00%, excluding Scheduled Maintenance and events of Force Majeure. Uptime is measured as the percentage of total minutes in a calendar month during which the core platform (dashboard, location tracking, and search/alert functions) is available, excluding downtime described below.
| Monthly Uptime | Service Credit (% of monthly fee) |
| Below 90% | 5% |
| Below 80% | 10% |
| Below 70% | 20% |
Service credits are Client's sole and exclusive remedy for failure to meet the uptime commitment and are applied to the next monthly invoice upon written request within thirty (30) days of the incident.
3. Scheduled Maintenance
Providers will use commercially reasonable efforts to schedule maintenance outside of 8:00 AM–8:00 PM (Client's local business hours) and will provide at least 48 hours' notice via email or in-app notification, except for emergency security patches.
4. Support Channels & Hours
Email/Ticket Support: support@venusglobaltech.com — Monday to Saturday, 9:00 AM – 7:00 PM
Phone Support: available for Severity 1 (critical) issues, 24/7
In-app chat support during business hours
5. Support Response Times
| Severity | Description | Initial Response | Target Resolution |
| Severity 1 — Critical | Platform down / location tracking completely unavailable | 1 hour | 6 hours |
| Severity 2 — High | Major feature impaired (search, alerts, sign-in issues) | 4 hours | 1 business day |
| Severity 3 — Medium | Minor feature issue, workaround available | 1 business day | 3 business days |
| Severity 4 — Low | General question, cosmetic issue, feature request | 2 business days | Best effort |
6. Data Backup & Recovery
Client Data is backed up daily, with backups retained for thirty (30) days. In the event of data loss caused by Provider's systems, Provider will restore data from the most recent available backup, targeting a Recovery Point Objective (RPO) of 24 hours and Recovery Time Objective (RTO) of 8 hours.
7. Exclusions
This SLA does not apply to unavailability caused by: Client's equipment or internet connectivity; third-party integrations or data sources outside Provider's control (e.g., third-party vehicle listing sites, GPS/telematics providers); Client's misuse of the Service; or Force Majeure events.