Service Level Agreement
This SLA describes support and how we talk about availability for RT Track. It is part of the Terms of Service. Availability is best effort. We do not promise a monthly uptime percentage and we do not issue service credits. Marketing figures on the website (for example typical report latency) are descriptions, not warranties.
1. Scope
Covered: the customer portal at gps.rtohio.com, tracker ingest on TCP port 5023, and the background worker that evaluates offline / power / alert / geofence conditions.
Not covered as a Provider failure: GPS constellation or atmospheric error; cellular or SIM provider outages; MapTiler or other map/geocode providers; your power, wiring, or install; a tracker that is asleep, unpowered, or out of coverage; your internet connection or browser; or force majeure listed in the Terms.
2. Availability
We aim to keep ingest and the portal running around the clock on a maintained single-region host, with nightly backups and process supervision. That is an operational goal, not a contractual 99.9% (or any other) commitment. Planned work, emergency patches, and upstream failures happen. If we miss a stretch of ingest, device offline buffers will usually replay when the unit reconnects; that replay is best effort by the hardware, not a guarantee we captured every point.
We do not currently run a second live region or an automatic failover site. The first contract that needs a higher written target will require an infrastructure discussion before we sign it.
3. Support
- Normal support hours: Monday–Friday, 8:00 a.m. to 5:00 p.m. Eastern Time, excluding U.S. federal holidays.
- Channel: email dan@rtohio.com (phone by arrangement for an active customer).
- During support hours we aim to: acknowledge a new request the same business day; give a first real response within one business day for ordinary issues (portal how-to, a single unit acting up, billing); and start work sooner on a whole-fleet outage.
- After hours: automated alerts you configured (email/SMS) continue 24/7. Human after-hours coverage is for a platform-wide outage only — the portal unreachable for customers generally, or ingest down so that healthy units stop landing. Email the same address; we will respond as soon as reasonably practicable. A single trailer going dark, a blown fuse, or a local cellular hole is not after-hours coverage.
These response times are targets, not liquidated damages.
4. Maintenance
We try to put planned work that will interrupt ingest or the portal in a low-traffic window and to give account admins at least 24 hours’ notice by email when we reasonably can. Emergency security or stability work may happen at any time, with notice after if we could not give it before.
5. Remedies
There are no automatic service credits. If we cause a prolonged platform outage and you are within the 30-day satisfaction window, the refund policy still applies. Otherwise your remedies are those in the Terms (including cancellation at period end). A signed Service Agreement can add credits only in writing.
6. Your side of the bargain
Reasonable cooperation: reachable tenant admin, units installed and powered as specified, and no AUP-violating load against the platform. We may pause a unit that is abusing reconnects or SMS until it is repaired.