Effective Date: 01/01/2026

1. Overview

This Service Level Agreement (SLA) outlines the service standards and support commitments provided by MXTrak in relation to its vehicle tracking platform, software services, and associated systems.

2. Service Availability

MXTrak aims to provide a high level of service availability for its platform.

• MxTrak targets a minimum platform availability of 99.5% per calendar month.
• This excludes scheduled maintenance and events outside of our control

3. Scheduled Maintenance

We may perform scheduled maintenance to ensure optimal performance and security.

• Maintenance is typically carried out خارج peak hours
• Advance notice will be provided where reasonably possible

4. Support Response Times

5. Service Limitations

Service performance may be affected by factors outside MXTrak’s control, including:

• Mobile network availability and coverage
• GPS signal limitations (e.g. tunnels, underground locations)
• Customer hardware, installation, or vehicle issues
• Third-party service disruptions

6. Incident Management

MXTrak will make reasonable efforts to:

• Investigate reported issues promptly
• Provide updates where appropriate
• Restore service as quickly as possible

7. Service Credits

This SLA represents a best-effort commitment. Service credits or compensation may be offered at MXTrak’s discretion but are not guaranteed unless otherwise agreed in writing.

8. Customer Responsibilities

Customers are responsible for:

• Maintaining their own devices and installations
• Ensuring correct system usage
• Reporting issues promptly to support

9. Exclusions

This SLA does not apply to issues caused by:

• Misuse of the system
• Unauthorised modifications
• Failure to follow installation or usage guidelines

10. Changes to SLA

MXTrak reserves the right to update this SLA from time to time. Updated versions will be published on our website.

11. Governing Law

This SLA is governed by the laws of England and Wales.