We cannot promise uptime on a server we do not run.

RentivoFleet is installed on infrastructure you rent and control. If that server runs out of disk, if your provider has an incident, or if someone changes a firewall rule on a Friday evening, your platform goes down and we find out when you tell us.

A vendor promising 99.9% on a machine it does not operate is promising something it cannot deliver or measure. We would rather commit to the parts we actually control.

Answering. Every request gets a human reply within the response targets below — not an automated acknowledgement counted as a response.

Security patches. When a vulnerability affects a component we ship, we publish a patched release and tell every customer running an affected version. We do this whether or not you have asked, and whether or not your licence is recent.

Releases that install. Anything we publish has been through the pipeline that runs the full test suite and the security scan. A release that fails either does not ship.

The runbook. Backup, restore, migration and recovery procedures are documented and tested. If you need to restore at two in the morning, the steps exist and they work.

Business hours are Monday to Saturday, 9:00 to 18:00, Tunis time. Targets are measured from when your message arrives to when a person replies with something useful — a diagnosis, a question, or a fix.

Critical — the platform is down, or bookings and contracts cannot be created: within 4 business hours.

High — a core function is broken but there is a way around it; money or documents are affected: within 1 business day.

Normal — something is wrong and the work continues: within 2 business days.

Question or request — how do I, can it, please change: within 3 business days.

You tell us what it is costing you and we agree the severity together. We would rather you called something critical and be wrong than sit on an outage because a definition did not quite fit.

What we will not do is silently downgrade a ticket to make a target. If we disagree with a severity we will say so in the reply, with the reason.

Email contact@rentivofleet.com for anything with detail — a screenshot, a document number, a log extract. It is the channel that produces the fastest useful answer.

Phone or WhatsApp on +216 23 382 943 for anything urgent, and for the cases where a conversation is faster than a thread.

Outside business hours, write anyway. Messages are picked up at the start of the next working period, and a critical one sent on Saturday evening is read before Monday's queue.

Your infrastructure: the server, its operating system, its disk, its network, and your hosting provider's availability.

Changes made on your installation by someone other than us — a modified configuration, a package installed by hand, a database edited directly.

Third parties your platform talks to: a payment gateway, an SMS provider, an email relay. We will help you diagnose them and we cannot commit to their behaviour.

Anything caused by running a version we have asked you to upgrade away from for a security reason.

We will tell you we missed it, in the reply, rather than hope the clock goes unnoticed. Repeated misses on the same problem are a reason to talk about what is actually wrong — with the software, with the arrangement, or with us.

There is no service-credit scheme, and we would rather say so than write one we do not intend to operate. The licence is perpetual and paid once; there is no recurring fee to credit against.

We do not deploy to your server. You choose when to take a release, and the upgrade runbook tells you what changes and what it needs.

For a security release we will say plainly how urgent it is and what the exposure is, so the choice of when to act is an informed one.

If your procurement needs this executed rather than published, write to contact@rentivofleet.com. We will adapt the targets to how you actually operate — an agency open seven days is a different conversation from one closed on Sunday — and send it for signature.