SmoothMechanic Service Level Agreement (SLA)

Last Updated: March 23, 2025

1. Service Commitment

SmoothMechanic will use commercially reasonable efforts to make our services available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (“Service Commitment”).

2. Definitions

2.1 “Monthly Uptime Percentage”

Calculated by subtracting from 100% the percentage of minutes during the month in which SmoothMechanic was “Unavailable.”

2.2 “Unavailable”

When all reasonable attempts to connect to SmoothMechanic fail for more than one minute.

2.3 “Scheduled Maintenance”

Periods where we notify customers at least 48 hours in advance that services will be unavailable.

3. Exclusions

Our Service Commitment does not apply to any unavailability, suspension, or termination of SmoothMechanic, or any other performance issues:

  • Caused by factors outside of our reasonable control
  • That result from any actions or inactions by you or any third party
  • That result from your equipment, software, or other technology
  • Arising from Scheduled Maintenance
  • Resulting from your exceeding usage limits stated in our documentation

4. Service Credits

4.1 Credit Calculation

If the Monthly Uptime Percentage drops below our Service Commitment in any billing cycle, you are eligible to receive a Service Credit as follows:

  • Monthly Uptime Percentage below 99.9% but equal to or greater than 99.0%: 10% credit
  • Monthly Uptime Percentage below 99.0% but equal to or greater than 95.0%: 25% credit
  • Monthly Uptime Percentage below 95.0%: 50% credit

4.2 Credit Request and Payment Procedures

To receive a Service Credit, you must notify us through the chat feature on our website within 30 days of the end of the billing cycle in which the incident occurred. Service Credits will be applied to future monthly billing cycles.

5. Sole Remedy

Service Credits are your sole and exclusive remedy for any performance issues relating to SmoothMechanic.

6. Technical Support

6.1 Support Hours

Standard technical support is available Monday through Friday, 8:00 AM to 8:00 PM in your local time zone, excluding holidays.

6.2 Response Times

- Critical Issues (service unavailable): Initial response within 1 hour

- High Priority Issues (service severely impaired): Initial response within 4 hours

- Medium Priority Issues (service partially impaired): Initial response within 1 business day

- Low Priority Issues (general questions): Initial response within 2 business days

7. Data Backup and Recovery

We perform regular backups of all customer data. In the event of data loss caused by our systems, we will restore your data from the most recent backup at no additional charge.

8. Security Measures

We implement industry-standard security measures to protect your data, including:

  • Encryption of data in transit and at rest
  • Regular security audits
  • Restricted access controls
  • Monitoring for suspicious activities

9. Updates and Changes

We may update this SLA from time to time. We will provide notice of any material changes at least 30 days in advance.

10. Contact Us

If you have any questions about this SLA, please contact us through the chat feature on our website at support@smoothmechanic.com.