Repair Pilot Service Level Agreement (SLA)

Last updated: 3rd August 2025

This Service Level Agreement (“SLA”) describes Repair Pilot’s service commitments to all customers of the Repair Pilot platform (“the Service”). It forms part of the Repair Pilot Terms of Service.

1. Service Availability

Repair Pilot aims to provide 99.9% uptime availability for the platform, excluding scheduled maintenance windows.
Over the past 12 months, Repair Pilot has maintained 100% uptime.

Scheduled maintenance will be communicated in advance and, where possible, conducted outside of business hours.

2. Support Channels

Repair Pilot provides standard customer support through the following channels:

• Email: support@repairpilot.com

• Support ticket: via the in-app help or Repair Pilot support portal

Support is available Monday to Friday, 9:00am – 5:00pm GMT, excluding UK public holidays.

3. Response Times

• Platform outage or critical issue: within 1 hour of report

• General/non-critical issue: initial response within 6 business hours

Resolution times depend on issue complexity but Repair Pilot aims to resolve all critical issues as quickly as possible.

4. Data Protection & Backups

All data is stored securely on encrypted servers within the UK/EU.
Automatic daily backups are performed, retained for 30 days, and stored in secure, encrypted and in  geographically separate locations.

5. Updates & Maintenance

Repair Pilot continuously enhances the platform with regular updates. These updates are applied automatically and, where possible, outside of standard business hours.

6. Limitations

This SLA does not apply to:

• Downtime caused by factors outside of Repair Pilot’s reasonable control

• Issues resulting from user actions or third-party integrations not managed by Repair Pilot

7. Contact

For SLA or service-related enquiries, please contact:
support@repairpilot.com