Last updated: 9 June 2026
This Service Level Agreement (SLA) applies to Subscribers on paid Real-View 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 Real-View 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.