1 Introduction
This Service Level Agreement (“SLA”) describes the service levels that Trublo commits to provide
to its customers. This SLA applies to all operators using the Trublo platform.
2 Service Availability
Trublo commits to maintaining the following availability targets:
99.999%
Monthly uptime target
We build and operate Trublo to the highest reliability standards so your booking platform is always available to your passengers.
- Scheduled Maintenance: Performed during low-usage hours with advance notice
- Emergency Maintenance: May occur without advance notice when necessary to protect the Service
3 Exclusions
The following are not counted against availability calculations:
- Scheduled maintenance windows communicated in advance
- Downtime caused by factors outside our reasonable control (force majeure)
- Issues resulting from customer actions or third-party services
- Features designated as beta or experimental
4 Support Response Times
We provide support based on issue severity:
| Severity |
Description |
Response Time |
| Critical |
Service completely unavailable |
4 hours |
| High |
Major feature impaired |
8 hours |
| Medium |
Minor feature impaired |
24 hours |
| Low |
General questions |
48 hours |
5 Data Protection
We implement the following data protection measures:
- Backups: Daily automated backups with 30-day retention
- Encryption: All data encrypted in transit (TLS 1.2+) and at rest
- Access Control: Role-based access with audit logging
- Data Location: Data stored in secure cloud infrastructure
6 Customer Responsibilities
To receive the benefits of this SLA, customers must:
- Maintain current contact information
- Report issues promptly through official support channels
- Cooperate with troubleshooting efforts
- Use the Service in accordance with our Terms of Service
7 Contact
For support enquiries or to report issues, please contact us: