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Service Level Agreement

Last updated: March 2, 2026

This Service Level Agreement ("SLA") applies to the use of the RepairOps platform for customers on the Pro and Enterprise plans. It outlines our commitment to uptime and the remedies available if we fail to meet our commitments.

1. Uptime Commitment

RepairOps commits to providing a Monthly Uptime Percentage of 99.9%. "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the RepairOps Service was unavailable.

2. Scheduled Maintenance

"Unavailable" does not include downtime resulting from Scheduled Maintenance. We will notify you at least 48 hours in advance of any Scheduled Maintenance that is expected to result in downtime. We endeavor to perform Scheduled Maintenance during off-peak hours (weekends and nights).

3. Exclusions

The Uptime Commitment does not apply to any unavailability, suspension or termination of the RepairOps Service, or any other RepairOps performance issues:

  • That result from factors outside of our reasonable control, including any force majeure event or internet access or related problems beyond the demarcation point of RepairOps.
  • That result from any actions or inactions of you or any third party.
  • That result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control).

4. Service Credits

If the Monthly Uptime Percentage falls below 99.9% in a given month, you will be eligible to receive a Service Credit. Service Credits are calculated as a percentage of the total charges paid by you for the RepairOps Service for the billing cycle in which the unavailability occurred.

  • Uptime between 99.0% and 99.9%: 10% Service Credit
  • Uptime below 99.0%: 30% Service Credit

5. Claiming Service Credits

To receive a Service Credit, you must submit a claim by emailing hello@repairops.app. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred.