Service Level Agreement

Last updated: 12 June 2026

1. Purpose

This Service Level Agreement ("SLA") describes the service standards, availability targets and support commitments provided by Bakfleet for customers using the Bakfleet fleet management platform.

This SLA should be read together with our Terms of Service, Privacy Policy and Data Processing Agreement.

2. Service Availability

Bakfleet aims to provide a reliable and secure service with a target availability of:

99.5% Monthly Service Availability

Service availability excludes:

• Scheduled maintenance periods
• Emergency maintenance required to protect security or stability
• Third-party failures outside Bakfleet's reasonable control
• Internet or network issues outside Bakfleet's infrastructure
• Force majeure events including natural disasters or major infrastructure failures

3. Planned Maintenance

Where reasonably possible, planned maintenance will be scheduled outside normal business hours and advance notice will be provided where practical.

4. Support Availability

Support Channel	Availability
Email Support	Monday to Friday, 09:00 - 17:00 (UK time), excluding public holidays
Platform Issues	Monitored and investigated according to the incident severity levels below

5. Incident Priority Levels

Severity	Description	Target Response Time
Critical	Complete loss of access to the Bakfleet platform or a security incident significantly affecting multiple users.	Within 4 business hours
High	Major functionality unavailable with no reasonable workaround.	Within 1 business day
Medium	A feature issue where a temporary workaround exists.	Within 2 business days
Low	General questions, cosmetic issues or enhancement requests.	Within 5 business days

6. Data Backup and Recovery

Bakfleet performs reasonable measures to protect customer data, including backups and security controls where appropriate.

While Bakfleet aims to maintain reliable backup procedures, no technology service can guarantee prevention of all data loss scenarios.

7. Security and Monitoring

Bakfleet implements security controls designed to protect the service and customer data, including:

• Secure user authentication and access controls
• Two-factor authentication options
• Security logging and monitoring
• Protection against unauthorised access
• Regular updates and improvements to platform security

8. Customer Responsibilities

Customers are responsible for:

• Maintaining secure passwords and account access
• Keeping user information accurate and up to date
• Maintaining their own operational procedures and compliance checks
• Reporting issues promptly with sufficient information for investigation
• Maintaining appropriate local copies of critical records where necessary

9. Service Limitations

Bakfleet provides a software platform designed to assist with fleet management, compliance processes and operational record keeping.

Bakfleet does not guarantee that the service will prevent compliance failures, vehicle defects, missed inspections or regulatory action. Customers remain responsible for meeting all legal and operational obligations.

10. Changes to This SLA

Bakfleet may update this SLA from time to time to reflect changes in the service, infrastructure or support arrangements. The latest version will be published on the Bakfleet website.

11. Contact

For support requests or questions relating to this Service Level Agreement, please contact Bakfleet using the contact methods provided on our website.