Service Level Agreement (SLA)
Agreement Version: v2.0-2026-10Uptime Commitment: 99.9%Scheduled Maintenance: Sundays 02:00 - 04:00 UTC
1. Overview & Service Commitment
This Service Level Agreement ("SLA") governs the availability and support response metrics for LogiStock (the "Service") provided to paid subscription Customers. LogiStock commits to delivering enterprise-grade operational reliability for critical inventory, manufacturing, procurement, sales, and accounting workflows.
2. Support Response Time Tiers
Support tickets are categorized based on operational business impact. Our engineering on-call teams adhere to the following maximum initial response thresholds:
| Severity Tier | Description & Impact | Initial Response Time | Coverage Window |
|---|---|---|---|
| P1 - Critical | Complete Platform outage; unable to process orders or record warehouse inventory across all branches. | < 1 hour | 24/7/365 On-Call |
| P2 - High | Core functional degradation (e.g., invoice generation failure, automated sync broken), no viable workaround. | < 4 hours | Business Hours (Mon-Fri 8am-8pm EST) |
| P3 - Normal / Low | Minor bugs, cosmetic UI issues, general configuration questions, report export styling, feature requests. | < 24 hours | Business Hours (Mon-Fri 8am-6pm EST) |
3. Scheduled Maintenance Windows
To maintain system security, apply database patches, and deploy zero-downtime enhancements, LogiStock designates formal maintenance windows:
- Standard Window: Sundays 02:00 - 04:00 UTC.
- Advance Notice: Customers receive minimum forty-eight (48) hours advance notice via email or in-app notification prior to any maintenance expected to exceed fifteen (15) consecutive minutes.
- Emergency Maintenance: In the rare event of critical zero-day security vulnerabilities or imminent hardware failures, LogiStock may execute expedited maintenance with notice provided as soon as commercially practicable.
4. Service Credits Remedy
If LogiStock fails to achieve the Monthly Uptime Target during any full calendar billing cycle, Customer’s sole and exclusive remedy shall be to receive a Service Credit applied against future billing invoices:
| Monthly Uptime Percentage | Service Credit Percentage |
|---|---|
| < 99.9% to 99.0% | 10% credit of monthly subscription fee |
| < 99.0% to 95.0% | 25% credit of monthly subscription fee |
| < 95.0% | 50% credit of monthly subscription fee |
* To receive a credit, Customer must submit a formal credit request via support@agents360ai.com within thirty (30) days of the impacted calendar month.
5. SLA Exclusions
The Uptime calculation excludes downtime caused by:
- Scheduled maintenance announced in accordance with Section 3.
- Force Majeure events (natural disasters, war, civil unrest, government embargoes).
- Customer’s local telecommunication or internet service provider outages.
- Third-party API dependencies beyond LogiStock’s infrastructure (e.g., Composio, OpenAI, Google Workspace outages).
- Misuse, malicious denial-of-service (DoS) attacks targeting Customer, or Customer violations of the Acceptable Use Policy.
6. Escalation & Contact
To report a suspected P1 Critical incident or request technical support escalation, contact:
Emergency On-Call: support@agents360ai.com
Status Portal: status.logistock.io