Service Level Agreement
Effective date: 14 May 2026 · Version 1.0
This Service Level Agreement (“SLA”) applies to Pro and Custom tier subscriptions to the True Blue Horizon Service and forms part of the Terms of Service. The Entry tier is provided as-is without an SLA. Beta and preview features are not covered.
1. Uptime Commitment
We commit to 99.5% Monthly Uptime for the Pro tier and 99.9% Monthly Uptime for Custom-tier customers under a written Order Form, calculated as set out below.
2. Definitions
- Monthly Uptime Percentage= (Total Minutes in the calendar month − Downtime Minutes) ÷ Total Minutes × 100.
- Downtime = a continuous period of 5 minutes or more during which the Customer-facing web application returns 5xx errors to a majority of authenticated requests, or the real-time telemetry pipeline ceases to ingest data from healthy Gateways across the fleet, as measured by our production monitoring.
- Excluded Downtime = downtime described in Section 4.
3. Service Credits
| Monthly Uptime | Pro Credit | Custom Credit |
|---|---|---|
| ≥ 99.5% (Pro) / ≥ 99.9% (Custom) | No credit | No credit |
| 99.0% – 99.49% (Pro) / 99.0% – 99.89% (Custom) | 10% of monthly fee | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee | 25% of monthly fee |
| < 95.0% | 50% of monthly fee | 50% of monthly fee |
Service credits are issued as a credit against the next invoice and are the sole and exclusive remedy for SLA failures. Annual prepaid customers receive credits proportional to monthly fees. Maximum aggregate credits in any month will not exceed 100% of the monthly subscription fee for the affected tier.
4. Exclusions
Downtime does not include any unavailability caused by:
- Scheduled maintenance announced at least 48 hours in advance.
- Emergency maintenance reasonably necessary to address a security or stability risk.
- Customer-side issues, including Gateway hardware failure, onboard cabling/sensor failure, or vessel connectivity loss (cellular, Wi-Fi, satellite).
- Force majeure events (severe weather, natural disasters, pandemic, war, government action).
- Sub-processor outages where reasonable failover is not possible.
- Customer breach of the AUP or Terms; suspension for unpaid fees; Customer-requested configuration; or Beta features.
- Internet, DNS, or ISP issues outside our control.
5. Claim Process
To claim a service credit, email billing@truebluehorizon.com within 30 daysof the end of the affected month, with subject line “SLA Credit Request”. Include the affected date(s), time window, and a description of impact. Our monitoring records are the authoritative measurement for Downtime; we will provide reasonable supporting detail on request.
6. Status & Communications
Real-time service status and incident history are published at status.truebluehorizon.com. For Custom-tier customers, additional notification channels may be specified in the Order Form.