1. Availability
We target 99.5% monthly availability for the web platform (99.9% for Enterprise customers by written agreement), measured excluding scheduled maintenance. Telematics ingest is monitored around the clock. This measure covers the hosted web service, not mobile coverage, external portals or individual device connectivity. Enterprise measurement and credit formulas must be specified in the signed order.
2. Scheduled maintenance
Planned maintenance is announced at least 48 hours in advance and scheduled outside peak Saudi business hours.
3. Support hours and response times
Support is available Sunday to Thursday, 9:00–18:00 Saudi time, in Arabic and English, by phone, WhatsApp and email.
Target first-response times: P1 (service down) within 2 business hours; P2 (major function impaired) within 8 business hours; P3 (general questions) within 2 business days.
4. Service credits
Credits apply only where eligibility, calculation and the claim process are agreed in a signed order. They are credits against service fees, not unconditional cash refunds. This does not restrict mandatory Saudi-law rights or refunds due under the Refund Policy.
5. Contact and agreement
Alpha Technical Services Limited Company, trading as AlphaFleet, commercial registration 2055139789, Opposite Malabar Gold, King Abdulaziz Road, P.O. Box 35514, Al Jubail, Saudi Arabia.
Contact miraj@atslco.com or +966596657825 with the workspace and affected function. Do not send passwords or unnecessary personal data. A signed order governs specifically agreed support terms; mandatory legal rights remain unaffected.