Service Level Agreement (SLA)

Last Updated: 21 July 2026

This Service Level Agreement ("SLA") is issued by Aliyyu Global Private Limited, operating under the GarageBox brand ("GarageBox", "we", "our", or "us"). This SLA forms part of the GarageBox Terms of Service and applies to customers using the hosted GarageBox cloud platform.

1. Purpose

GarageBox is committed to delivering a reliable, secure, and professionally managed cloud platform for automotive workshops, performance garages, tire centers, and service businesses across multiple regions.

This SLA describes:

• service availability objectives,
• support response objectives,
• maintenance practices,
• backup and disaster recovery objectives,
• security incident communication practices.

Important Notice

This SLA is an operational service commitment. It is not a warranty of uninterrupted service and does not create any automatic right to refunds, fee reductions, service credits, penalties, damages, or other financial compensation.

Failure to meet any target or objective stated in this SLA does not relieve the customer of its payment obligations and does not permit the customer to withhold, offset, or deduct subscription fees.

Any commercial accommodation, goodwill adjustment, or credit may be offered by GarageBox solely at its discretion and does not create a continuing obligation or precedent.

2. Availability Objective

GarageBox is designed for high availability across managed cloud infrastructure.

Target Monthly Availability: 99.9%

GarageBox will use commercially reasonable efforts to achieve this availability objective for the production environment.

2.1 Measurement

For operational reporting purposes, availability is calculated as:

Availability % = (Total minutes in the month − Unplanned service interruption minutes) ÷ Total minutes in the month × 100

This calculation is used for monitoring, reporting, and service improvement activities.

2.2 No Automatic Financial Remedy

If actual availability falls below the stated objective, GarageBox will:

• investigate the incident,
• implement corrective and preventive actions where appropriate,
• and provide a summary of findings upon reasonable request.

No automatic refund, invoice deduction, service credit, reimbursement, penalty, or other financial remedy will apply.

3. Excluded Events

The following events are excluded from availability calculations:

• scheduled maintenance,
• emergency maintenance,
• failures of cloud or hosting providers,
• DNS or internet backbone failures,
• payment gateway outages,
• mobile application store outages,
• customer network, device, or browser issues,
• customer configuration errors,
• failures of third-party integrations,
• suspension of service under the Terms of Service,
• force majeure events, including natural disasters, war, terrorism, labor disputes, government actions, or widespread internet disruptions.

4. Scheduled Maintenance

GarageBox performs routine maintenance to maintain security, performance, and reliability.

GarageBox will use reasonable efforts to minimize customer impact during maintenance activities.

5. Support Response Objectives

Severity 1 — Critical

Examples:

• complete service outage,
• confirmed data corruption or data loss,
• confirmed security incident affecting customer data.

Target response: 30 minutes (Enterprise) / 1 hour (Standard and Professional)

Severity 2 — High

Examples:

• major feature unavailable,
• significant operational impact with no practical workaround.

Target response: 2 hours

Severity 3 — Medium

Examples:

• partial degradation,
• workaround available.

Target response: 8 business hours

Severity 4 — Low

Examples:

• general inquiries,
• cosmetic issues,
• enhancement requests.

Target response: 2 business days

Response times are operational targets and not guaranteed resolution times.

6. Backup and Data Protection

GarageBox maintains automated encrypted backups of production databases and critical application data.

Customers may export their data at any time using available export tools or by requesting assistance from GarageBox support.

7. Disaster Recovery Objectives

GarageBox maintains disaster recovery procedures designed to restore service following a major infrastructure failure.

These objectives are planning targets and are not guaranteed restoration commitments.

8. Security Incident Communication

If GarageBox confirms a security incident affecting customer data, GarageBox will notify affected customers without undue delay and, where feasible, within 72 hours of confirmation, unless a shorter period is required by applicable law.

The notification will include:

• the nature of the incident,
• the categories of affected data,
• actions taken or planned,
• recommended customer actions where relevant.

9. Status Communication

GarageBox continuously monitors production systems for availability, performance, and security events.

Status page: https://status.garagebox.io

For critical incidents, GarageBox will use reasonable efforts to provide status updates approximately every 60 minutes until service is restored.

10. Customer Responsibilities

Customers are responsible for:

• maintaining secure credentials,
• enabling multi-factor authentication where available,
• managing authorized users,
• maintaining internet connectivity,
• ensuring compatible devices and browsers,
• securing third-party systems connected to GarageBox.

11. Enterprise Agreements

Customers with a separately executed Enterprise Master Service Agreement (MSA) orEnterprise SLA Addendum may have customized operational commitments or escalation procedures. In the event of a conflict, the signed Enterprise agreement will prevail.

12. Governing Principle

GarageBox's commitment is to restore service promptly, communicate transparently, protect customer data, and continuously improve platform reliability.

The targets and objectives in this SLA are intended to support operational planning and service management. They do not create automatic financial liability or compensation obligations for Aliyyu Global Private Limited.

13. Contact Information

Aliyyu Global Private Limited (operating under the GarageBox brand)

Support: [email protected]

Legal: [email protected]

Website: https://www.garagebox.io