Service Level Agreement
Version 2026-08-28 · Effective August 28, 2026
This Service Level Agreement (“SLA”) forms part of the Terms of Service and applies to customers on a paid Hardroad plan. It does not apply to the Free plan, to beta or preview features, or to trial accounts.
Uptime commitment
| Plan | Monthly uptime target |
|---|---|
| Free | No commitment — best effort |
| Pro | 99.5% |
| Business | 99.9% |
Monthly Uptime Percentage is the total minutes in a calendar month, minus minutes of Downtime, divided by the total minutes in that month. Downtime means a period of five or more consecutive minutes in which the Hardroad web application or API is unavailable to all customers, as measured by our external monitoring. Sync to a third-party service — Google Calendar, Outlook, Garmin — is dependent on that provider and is measured only where the failure is on our side.
Exclusions
Downtime does not include unavailability caused by:
- Scheduled maintenance announced in advance, as described below.
- Failures of a third-party service you connected, or of your own network, device or browser.
- Factors outside our reasonable control, including internet or upstream cloud provider outages, denial-of-service attacks, and force majeure events.
- Your use of the Service in a way that breaches the Terms of Service, or suspension for non-payment.
- Beta, preview, or experimental features.
Scheduled maintenance
Routine maintenance is performed without downtime wherever possible. When downtime is unavoidable, we give at least 48 hours' notice by email and schedule it within a weekend maintenance window of 06:00–10:00 UTC. Emergency maintenance to address a security or stability risk may be performed at any time; we will notify you as soon as we reasonably can.
Support response targets
| Severity | Pro | Business |
|---|---|---|
| Critical — service unavailable or data at risk | 1 business day | 4 business hours |
| High — major feature unusable, no workaround | 2 business days | 1 business day |
| Normal — a problem with a workaround, or a question | 3 business days | 2 business days |
These are first-response targets, not resolution times. Business hours are 09:00–17:00 US Pacific, Monday to Friday, excluding US public holidays. Reach support at support@hardroad.app or through hardroad.app/support.
Service credits
If we miss the uptime target for your plan in a calendar month, you can claim a credit against a future invoice:
| Monthly Uptime Percentage | Credit |
|---|---|
| Below target, but 99.0% or above | 10% of that month's fee |
| Below 99.0%, but 95.0% or above | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
To claim, email support@hardroad.app within 30 days of the end of the affected month, with the dates and times of the downtime you experienced. Credits are applied to future invoices, are not refunds, and are capped at one month's fee per month. Service credits are your sole and exclusive remedy for any failure to meet this SLA.
Data durability and backups
Customer data is stored on Google Cloud Platform with automated daily backups and point-in-time recovery. Backups are encrypted and retained on a rolling schedule. Our recovery point objective is 24 hours and our recovery time objective is 8 hours for a full-service restoration.
Changes to this SLA
We may update this SLA. Where a change materially reduces a commitment, it takes effect at the start of your next billing term and we will give you notice by email beforehand.