Your vehicle rental business runs on data. We make sure it never stops.

Our platform is monitored 24/7, and in most cases, issues are detected and resolved before they impact your operations. If you do experience an issue: Contact us directly at support@coastr.com and keep your dedicated Customer Success point of contact in cc for faster coordination No call centres or bots — you’ll work directly with our support and success teams Critical issues receive a 1-hour response time, with resolution targeted within 8 hours where no third-party dependency is involved. If external providers are required, timelines will depend on their response and resolution process You’ll receive regular status updates throughout the resolution process — no chasing required In the event of a system failure, the platform is restored to operational status within 30 minutes Your data is protected through automated daily backups and real-time replication to our disaster recovery environment We don’t hide incidents. We take ownership, communicate transparently, and work with you until everything is fully resolved.

Support is available 24/7 across multiple timezones, including early morning to late night UK coverage. You can reach us via: Ticket/email — acknowledged within 1 hour for critical issues Live chat — available within the platform Phone — direct access for urgent matters Dedicated account manager — your named point of contact for escalations and strategic queries All tickets are prioritised, monitored, and updated in real time for full transparency. You will not be passed between generic support queues — enterprise customers have a named Customer Success Advocate alongside the technical support team.

Coastr guarantees 99.9% platform uptime, backed by AWS cloud-native architecture and 24/7 automated system monitoring. Our infrastructure is designed with zero-disruption updates — platform enhancements are deployed with no downtime to your operations.

We do not ask you to take our word for it. Coastr provides: Real-time SLA performance dashboards — our internal SLA reporting is available to customers, showing ticket response totals and SLA completion rates over time ISO 27001 certification — independently audited annually, covering our security, availability, and operational controls SOC 2 alignment — our controls are designed and tested against SOC 2 standards Annual penetration (PEN) testing — conducted by third parties; results available to enterprise customers under NDA Annual DR test results — available on request

No. Coastr's AI and automation features are designed with read-first, action-second logic. Automated processes, such as fleet scheduling, DVLA verification, dynamic pricing and maintenance alerts — operate on a suggest and confirm model where consequential actions require human approval or are explicitly scoped and permissioned. Specific safeguards include: Role-Based Access Control (RBAC) — automated processes only have access to the data scopes their function requires; no blanket write permissions Audit logs maintained — every data modification is logged with timestamp, actor (human or system) and action type; these are accessible to your admin users AES-256 encryption at rest — data is encrypted and access-controlled, meaning automated processes cannot read or write outside defined parameters GDPR-compliant data architecture — monitored via Privasee, with flags raised for high-risk processing activities (DPIAs under Art. 35) ustomers retain full administrative control and can review any system-generated action through their dashboard.