Dispatch software uptime is the structural foundation of fleet operations — every minute of downtime represents missed bookings, frustrated customers, and dispatcher firefighting. This post covers the uptime SLA framework UK + Ireland operators should expect from modern dispatch vendors, what 99.9% vs 99.95% vs 99.99% means operationally, and the incident response acknowledgement structure that determines downtime cost.
1. Uptime percentage to monthly downtime mapping
99.9% = 43 minutes/month downtime. 99.95% = 21.6 minutes/month. 99.99% = 4.3 minutes/month. The differences matter materially — a single 60-minute outage breaches 99.9% SLA but stays within 99.95% SLA over the month.
2. Service credits
Modern dispatch like TaxiCloud applies service credits when monthly uptime falls below the SLA target on Pro Max + Pro Ultra. Standard structure: 10% credit for sub-99.95%, 25% credit for sub-99%, 50% credit for sub-95%. Credits apply against the next month's invoice.
3. Incident response acknowledgement
Acknowledgement time is distinct from resolution time but shapes downtime cost meaningfully. TaxiCloud commits to 30-minute acknowledgement 24/7 on Pro Ultra, same business day on Pro Max, 1 business day on Pro. Acknowledgement triggers status-page update + customer notification.
About the author
Priya Iyer
Head of Product, TaxiCloud
Priya Iyer works with UK and Ireland fleet operators on dispatch strategy, AI Copilot adoption, and migration planning. Reach out at priya@taxicloud.ai.