Service Level Agreement

Last updated: 1 June 2026

Table of contents

1. Scope

This Service Level Agreement (SLA) applies to all B2B service agreements between FastAssist24 (FastAssist24 CommV), BE1039597203, registered at Dumolinlaan 1, box 13, Kortrijk, 8500, and business partners using the FastAssist24 platform.

2. Definitions

Response time — The time between submission of an assistance request and confirmation by a service provider. Arrival time — The time between confirmation and physical arrival of the provider at the location. Platform availability — The percentage of time the platform is operational and accessible, measured on an annual basis.

3. Response and Arrival Times

Priority	Response time	Arrival time
Critical (road blocked)	≤ 15 min	≤ 45 min
High (hard shoulder, unsafe situation)	≤ 30 min	≤ 60 min
Normal (safe location)	≤ 60 min	≤ 90 min

These are target times. In case of extreme weather conditions, traffic or force majeure, deviations may occur.

4. Platform Availability

FastAssist24 guarantees a minimum platform availability of 99.0% on an annual basis, excluding scheduled maintenance windows. Scheduled maintenance windows are communicated at least 24 hours in advance.

5. Escalation Procedure

If the times referred to in article 3 are exceeded, the business partner can contact us directly via support@fastassist24.be or 0476255193. Escalations are handled within 2 hours by a senior account manager.

6. SLA Reporting

Upon request, FastAssist24 provides monthly SLA reports including: number of assistance requests, average response times, number of escalations, platform availability and customer satisfaction score.

7. Service Credits

In the event of demonstrable and repeated breach of guaranteed levels, the business partner is entitled to a proportional credit note, in accordance with the scale set out in the individual service agreement.

8. Exceptions

Force majeure (extreme weather conditions, natural disasters, strikes, pandemics), scheduled maintenance windows and situations beyond the reasonable control of FastAssist24 are not counted in the calculation of availability.

9. Amendments

Amendments to this SLA will be communicated in writing with 30 days' notice.