1. About this policy
1.1 This policy sets out the availability and support you can expect from GarageCloud. It is issued by EdinPro Digital Ltd, trading as GarageCloud ("GarageCloud", "we", "us"), a company registered in Scotland under company number SC906556, registered office 11 Muir Place, Livingston, EH54 5BF.
1.2 It forms part of our Terms of Service. Words such as Service, Plan, Fees and Working Day have the meanings given there.
2. Availability target
2.1 We aim for the Service to be available 99.5% of the time in each calendar month, measured by our uptime monitoring.
2.2 The following do not count as unavailability:
planned maintenance notified under clause 3;
urgent maintenance needed for security or to prevent wider harm;
problems with Third Party Services, including payment, accounting, email and messaging providers and GoHighLevel;
DVSA Data or other government data sources being unavailable;
problems with your own devices, internet connection or settings;
suspension under the Terms of Service; and
events beyond our control under clause 24 of the Terms of Service.
2.3 You can check live status at garage-cloud.co.uk/service-status.
3. Maintenance
3.1 We will give at least 3 Working Days' notice of planned maintenance by email or in the app. Where we can, we will carry it out between 10pm and 6am, when most garages are closed.
4. Service credits
4.1 We do not offer service credits. If the Service falls short of the availability target, your rights under the Terms of Service, including clause 21.3, still apply.
5. Support hours and channels
5.1 Support is available 9am to 5pm, Monday to Friday, excluding bank and public holidays in Scotland.
5.2 You can contact support by:
email at [email protected]; or
the support ticket system in your Account.
5.3 We do not offer telephone support.
6. Priority levels and response targets
6.1 We set the priority of each request based on its impact. Response means a reply from a person confirming we are working on it, not a fix.
| Priority | Example | Starter | Business | Professional |
|---|---|---|---|---|
| 1. Critical | Service down for all users, or data at risk | 4 working hours | 2 working hours | 1 working hour |
| 2. High | A core feature such as invoicing or bookings not working, with no workaround | 1 Working Day | 4 working hours | 2 working hours |
| 3. Normal | A feature not working properly, with a workaround | 2 Working Days | 1 Working Day | 1 Working Day |
| 4. Low | Questions, how to requests and feature suggestions | 3 Working Days | 2 Working Days | 2 Working Days |
6.2 Response targets apply during support hours. We will try to respond to Critical issues outside support hours where we can.
7. What support covers
7.1 Support covers help with using the Service, fixing faults in the Service and help connecting supported Third Party Services.
7.2 Support does not cover faults in Third Party Services, your own hardware or network, data entry for you, bespoke training beyond our help guides, or custom development. We may offer these separately at an agreed charge.
8. Backups and recovery
8.1 We back up the Service every day and keep backups for 35 days.
8.2 After a major incident we aim to restore the Service within 24 hours and with no more than 24 hours of data loss.
8.3 We restore backups to recover the whole Service. We do not normally restore individual records deleted by users, but we will try to help where we can.
9. Your responsibilities
9.1 To help us help you, please give us clear details of any problem, including screenshots and steps to reproduce it, keep your browser and devices up to date, and make sure an Authorised User is available to work with us on Critical issues.
10. Changes
10.1 We may update this policy. Changes that reduce our commitments will be made in the same way as changes to the Terms of Service under clause 25.
11. Contact us
EdinPro Digital Ltd, trading as GarageCloud. Registered in Scotland, company number SC906556. Registered office: 11 Muir Place, Livingston, EH54 5BF. Email: [email protected].