This Service Level Agreement ("SLA") describes the availability, maintenance, and support commitments that Advance Track System (Pvt) Ltd ("we", "us", "the Company") makes for its GPS tracking platform and related services. It supplements our Terms & Conditions and Support Policy and applies to customers with an active subscription in good standing. Our platform runs on the Traccar tracking engine hosted on secure cloud infrastructure, with maps provided by Google Maps, OpenStreetMap, and Apple Maps.
1. Service Availability
We operate our tracking platform, customer portal, and mobile applications (available on Google Play and the Apple App Store) with the goal of continuous, reliable access. "Availability" means the platform is reachable and able to receive device data and serve tracking information to authorised users. Availability is measured on a monthly basis, excluding the exclusions listed in Section 6.
2. Uptime Target
We target a monthly platform uptime of 99.5%, measured over each calendar month. This target reflects our commitment to a highly reliable service while recognising that no online system can guarantee uninterrupted operation. Uptime depends on factors within our control (our servers and software) and factors that are not (mobile networks, GPS satellite signals, third-party providers, and device power). The uptime target applies to the core platform and does not apply to individual devices, SIM connectivity, or third-party services.
3. Scheduled Maintenance Windows
From time to time we perform planned maintenance to apply updates, security patches, and performance improvements. We aim to schedule such maintenance during off-peak hours and to provide advance notice through the portal, email, or in-app messages where reasonably practicable. Scheduled maintenance is not counted against the uptime target. We make reasonable efforts to keep maintenance windows short and to minimise disruption to live tracking.
4. Emergency Maintenance
In urgent situations — such as a critical security vulnerability, a major provider incident, or an infrastructure fault — we may perform emergency maintenance with little or no advance notice. We will act to restore normal service as quickly as reasonably possible and will communicate significant emergency maintenance where practicable. Emergency maintenance is treated separately from routine scheduled maintenance.
5. Support Priority Levels and Incident Severity
Support requests and incidents are classified by severity so that the most impactful issues receive the fastest attention. The following table sets out severity levels and our indicative first-response targets during business hours (Monday to Saturday, 9:00 AM to 6:00 PM, Pakistan time). These are targets, not guarantees:
| Severity | Description | Target First Response |
|---|---|---|
| Severity 1 — Critical | Platform-wide outage or loss of tracking across the fleet; no workaround. | Within a few hours (same business day) |
| Severity 2 — High | Major function impaired (e.g. alerts not delivering, a group of devices offline). | Within 1 business day |
| Severity 3 — Medium | Limited impact affecting a single vehicle, report, or setting; a workaround exists. | Within 2 business days |
| Severity 4 — Low | General questions, minor issues, and feature requests. | Within 3 business days |
Response targets refer to our first substantive response, not to full resolution. Complex issues, hardware faults, and matters requiring a field visit may take longer to resolve. For channels and the complaint flow, see our Support Policy.
6. Exclusions
The uptime target and response commitments do not apply to disruptions caused by factors outside our reasonable control, including:
- Mobile network, internet, or SIM connectivity failures.
- GPS satellite signal loss, signal blocking, tunnels, or coverage gaps.
- Device faults, tampering, disconnection, or lack of power (including flat vehicle batteries).
- Failures or downtime of third-party services such as map providers, email providers, SMS/WhatsApp gateways, and AI providers.
- Scheduled and emergency maintenance.
- Force majeure events, including natural disasters, power failures, strikes, and government action.
- Customer misconfiguration, misuse, or use outside the documented functionality.
- Suspension due to unpaid dues or breach of our Terms & Conditions or Acceptable Use Policy.
7. Service Credits Approach
If we fail to meet the monthly uptime target due to causes within our reasonable control, an affected customer with an active subscription may request a review. Where a shortfall is confirmed, we may, at our discretion, provide a remedy such as a service credit or an extension of the subscription term, applied to a future billing cycle. Service credits are the sole remedy for availability shortfalls, are not paid as cash, and require a written request submitted within 30 days of the affected month, quoting the relevant dates and impact. Exclusions in Section 6 do not qualify for credits.
8. Data and Reporting
We maintain internal monitoring of platform health and can provide reasonable information about availability upon request. Customers are responsible for maintaining device power, keeping SIMs active where applicable, and reporting issues promptly so we can investigate accurately.
9. Changes to this SLA
We may update this SLA from time to time to reflect improvements, infrastructure changes, or regulatory requirements. The current version is always published on our website. Continued use of the service after an update constitutes acceptance of the revised SLA. This SLA is governed by the laws of Pakistan.
10. Contact
For SLA questions, availability reviews, or credit requests, contact us:
- Company: Advance Track System (Pvt) Ltd
- Email: support@advancetracksystem.com
- Helpline: 03-111-777-354
- Website: www.advancetracksystem.com
- Business Hours: Monday to Saturday, 9:00 AM to 6:00 PM (Pakistan time)