Mobility Work guarantees an uptime of 95% for customers subscribed to the Advanced plan and 99% for customers subscribed to the Enterprise plan (according to the terms of our Service Level Agreement or SLA). If this commitment is not met and your account is affected by the unavailability, your account will be credited with a "service credit" that can be used for your future payments.
To check the current uptime or the uptime history, visit Mobility Work - System Status.
Service Interruption
A service interruption is the total number of minutes of Mobility Work unavailability within a period that corresponds to a fiscal quarter (e.g., from April 1 to June 30, and every three months thereafter). We use monitoring software to measure the server-side error rate as well as to track the critical service tests ensuring the availability of the application.
Service interruptions exclude the following periods of unavailability:
a) resulting from a suspension of access due to non-payment or to a breach by the Customer;
b) caused by a force majeure event, by an internet or network access issue not attributable to Mobility Work, or by any event beyond its reasonable control, including denial-of-service attacks;
c) resulting from the equipment, software, settings or networks of the Customer, one of its Affiliates, a User or a third party, or from Third-Party Software;
d) affecting a Beta Feature, or a feature identified as experimental, alpha, pilot or preview;
e) affecting a feature that is not qualified as critical or essential;
f) resulting from a scheduled shutdown or a maintenance operation;
g) resulting from a suspension for security reasons;
h) resulting from an act or omission of the customer, its users or a third party acting on its behalf.
Uptime Commitment
Uptime refers to the actual operational time of Mobility Work, expressed as a percentage of the total time (in minutes) within a fiscal quarter. Our commitment is to maintain an uptime of over 95%, meaning:
[(total minutes in the quarter − service interruption time) ÷ total minutes in the quarter] > 95%
Planned Interruption
To ensure an optimal experience for our users, we occasionally need to perform maintenance actions. If a planned interruption is necessary, we will notify you at least 48 hours in advance, unless the intervention is required for security purposes. Over the course of a year, the total duration of planned interruptions cannot exceed 25 hours.
Service Credits
If our availability guarantee of 95% for the Advanced plan and 99% for the Enterprise plan is not met, each affected account on these plans will be credited with a service credit equal to twice the amount paid for their subscription during the period of Mobility Work unavailability (this credit is called a "service credit").
Service credits are not refunds; they cannot be exchanged for cash, are limited to 30 days of paid service, and will expire if your contract is terminated. To qualify for a service credit, all your outstanding invoices must be paid. Service credits are the only compensation available in case Mobility Work's obligations, as defined in this service level agreement, are not met.
Note: Service interruptions do not affect all users at the same time or in the same way. Some accounts may receive a service credit due to an outage in their region, while others, who were not similarly affected, will not be compensated.
Updates
Our company evolves, and we may update our service level agreement. Clients can always check the content of the latest version of our SLA by accessing this page.
Support Response Times
Mobility Work guarantees a response time from its support team for customers subscribed to the Advanced and Enterprise plans.
For any critical/blocking issues reported: a response will be provided within 3 business days for Advanced plan customers and within 24 hours (business days) for Enterprise plan customers.
For any non-critical/non-blocking issues reported, a response will be provided within 7 business days for Advanced plan customers and within 3 business days for Enterprise plan customers.