Service Level & Uptime

What we aim for

99.5% availability each calendar month, measured on the panel and the rider API together. That allows for roughly three and a half hours in a month, and in practice we use far less than that.

What counts as unavailable

The service is unavailable when a signed-in user cannot load the dashboard, or a rider's app cannot sync, for reasons on our side. It is not unavailable because one report is slow, because your own internet connection is down, or because a third party we pass messages to — WhatsApp, for instance — is having a bad day.

Planned maintenance

Upgrades are applied between 02:00 and 05:00 Pakistan Standard Time, which is after the evening settlement and before the morning round. Anything expected to interrupt the service is announced in the panel at least 48 hours beforehand. Planned windows are not counted against the target above.

The round does not stop

This is the part that matters more than the number. The rider app is offline-first: deliveries, returns, payments and new customers are recorded on the phone and sync when signal returns. A rider whose connection drops — or whose office cannot reach us at all — carries on working and loses nothing.

If we miss the target

Tell us within 30 days of the month in question and we will credit your next invoice: 10% of the monthly fee if availability fell below 99.5%, 25% if it fell below 99%, and a full month if it fell below 95%. Credit is applied to the account rather than refunded, and it is the remedy for missed availability.

Excluded

Force majeure, a nationwide network or power failure, an attack we could not reasonably have absorbed, and anything caused by a change you made to your own workspace or your own devices.

Support response

See the support policy for how quickly we answer, which is a separate promise from this one.