Last updated: 9 June 2026
This Service Level Agreement (SLA) applies to Subscribers on paid Realview SCM plans. It does not apply to free plans, trials, beta features, or the free tools on tradecaravan.co.za.
1. Uptime commitment
We target 99.9% availability per calendar month for the core Realview application (roughly 43 minutes of allowed downtime per month).
2. Definitions
- Uptime % = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.
- Downtime = minutes during which the Service is "Unavailable".
- Unavailable = the core features of the Service are both inaccessible and non-functional for you, and the cause is within our reasonable control.
3. Exclusions
Downtime does not include unavailability caused by:
- Scheduled maintenance, where we give reasonable advance notice.
- Force majeure or events beyond our reasonable control.
- Failures of third-party or upstream providers (for example hosting, MarineTraffic/AIS, shipping lines, or Transnet/port data feeds).
- Issues caused by your systems, connectivity, or misuse of the Service.
4. Service credits
If monthly uptime falls below target, you may claim a service credit as your sole and exclusive remedy:
| Monthly uptime | Credit (% of that month's fee) |
|---|---|
| 99.0% to < 99.9% | 10% |
| 95.0% to < 99.0% | 25% |
| Below 95.0% | Up to 100% |
To claim, email us within 30 days of the affected month. Approved credits are applied to a future invoice and are not paid as cash.
5. Support response targets
- Critical (Service down for you): we aim to respond within 1 business day.
- Normal (questions, minor issues): we aim to respond within 2–3 business days.
These are response targets, not resolution guarantees.
6. Status
Where we publish a status page, it is the reference for incidents and maintenance. Contact [email protected] with any availability query.