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Service Level Agreement

Logistiq’s availability commitments and the service credits available if we fall short.

Effective November 1, 2026Last updated November 1, 2026

1. Overview

This Service Level Agreement (“SLA”) describes Logistiq’s availability commitment for the Services. It applies to customers on the Scale and Enterprise plans, unless an order form states otherwise.

2. Availability commitment

Logistiq will use commercially reasonable efforts to make the core Services available with the following monthly uptime percentages:

  • Enterprise plan: 99.99% monthly uptime.
  • Scale plan: 99.95% monthly uptime.
  • Launch and Growth plans: best efforts, with a target of 99.9% monthly uptime.

3. Definitions

“Core Services” means the Logistiq web application and API endpoints for rates, shipments, tracking and revenue events. “Downtime” means a period of more than five consecutive minutes during which the Core Services are unavailable to Customer, as measured by Logistiq. “Monthly Uptime Percentage” is calculated as total minutes in the month minus Downtime minutes, divided by total minutes in the month.

4. Service credits

If Monthly Uptime Percentage falls below the commitment for your plan, you may be eligible for a service credit against future fees for the affected Services:

  • Below commitment but at least 99.0%: 10% of monthly platform fees.
  • Below 99.0% but at least 95.0%: 25% of monthly platform fees.
  • Below 95.0%: 50% of monthly platform fees.

5. Claiming credits

To receive a credit, submit a request to support within thirty days of the end of the month in which the Downtime occurred, including the dates and times of the Downtime. Credits are not redeemable for cash and do not apply to postage or carrier charges.

6. Exclusions

This SLA does not apply to unavailability caused by:

  • Scheduled maintenance announced at least 48 hours in advance.
  • Carrier systems, third-party services or networks outside Logistiq’s control.
  • Customer’s equipment, software or misuse of the Services.
  • Events beyond Logistiq’s reasonable control, such as natural disasters or widespread internet outages.
  • Beta or preview features.

7. Support response targets

Initial response targets by plan:

  • Enterprise: 24/7, with a 1-hour target for critical issues.
  • Scale: business hours, with a 4-hour target for critical issues.
  • Growth: priority email, with a next-business-day target.
  • Launch: email support on a best-efforts basis.

8. Status and communication

Real-time system availability is published on our status page. We communicate incidents there and, for Enterprise customers, directly with designated contacts.

Questions about this SLA can be sent to legal@logistiq.app.

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