Service Level Agreement (SLA)

Last updated: July 2025

1. Introduction

This Service Level Agreement ("SLA") is a policy governing the availability, reliability, and support obligations of the LoadFlow API and platform. It applies to paying subscribers under a valid plan and is incorporated by reference into the LoadFlow Terms of Service and API License Agreement.

This SLA describes the commitments LoadFlow Logistics LLC ("LoadFlow", "we", "us") makes with respect to uptime, support response, incident resolution, and compensation eligibility for Service disruptions.

2. Service Scope

This SLA applies to the following core components of the LoadFlow platform:

LoadFlow REST API endpoints and associated response infrastructure
Web-based dashboards, documentation, and plan management portals
Subscription authentication and billing verification services
Support request channels and ticketing via email or dashboard

This SLA does not apply to any third-party applications, integrations, or hosting providers not controlled directly by LoadFlow (e.g., Stripe, RapidAPI, DigitalOcean). It also does not cover sandbox, beta, or pre-release features unless otherwise agreed in writing.

3. Covered Users

This SLA applies exclusively to customers on paid LoadFlow plans, including:

Pro Plan – Monthly uptime guarantee and standard support response
Enterprise Plan – Elevated uptime SLAs, priority support, and custom contract terms (where applicable)

Free-tier accounts, trial users, beta testers, and legacy sandbox accounts are not eligible for any SLA guarantees. Any uptime or support provided to those accounts is considered best-effort only and not contractually binding.

4. Uptime Commitment

LoadFlow commits to 99.9% uptime availability for the core API and dashboard services over a monthly billing period. Uptime is measured using industry-standard synthetic monitoring tools and is calculated as:

Uptime % = (Total Minutes in Period - Downtime Minutes) ÷ Total Minutes in Period × 100

Downtime is defined as a period where the API or dashboard service returns a consistent 5xx response or is completely unavailable due to a LoadFlow-controlled issue for a sustained duration of 5 or more minutes.

Scheduled maintenance, external outages (e.g., DNS, cloud hosting), or degradation caused by customer misuse (e.g., hitting rate limits, abusing API quotas) do not count as downtime under this SLA.

5. Scheduled Maintenance

LoadFlow may perform planned system maintenance to upgrade infrastructure, deploy improvements, or apply security patches. Whenever possible, we will:

Notify impacted users at least 24 hours in advance
Perform maintenance during low-traffic hours (based on aggregate customer usage)
Post maintenance windows on our public status page or via dashboard alert

Scheduled maintenance of less than 60 minutes per month is excluded from SLA uptime calculations. Planned downtime exceeding this threshold may be credited on a case-by-case basis for Pro and Enterprise users.

6. Unscheduled Downtime

Unscheduled downtime refers to unanticipated outages, degradation, or service interruptions not caused by scheduled maintenance or external force majeure events. When unscheduled downtime occurs, LoadFlow will:

Immediately begin internal monitoring and escalation protocols
Update the LoadFlow status page within 15 minutes of detection (if applicable)
Notify affected Pro and Enterprise users by email or in-app alert if downtime exceeds 10 consecutive minutes

Incident analysis and postmortems will be provided for major outages affecting over 10% of customers or lasting more than 1 hour. LoadFlow is committed to full transparency when availability is compromised.

7. Downtime Reporting & Incident Claims

To report a service disruption or SLA-related issue, eligible customers must email our support team with the following details:

Date and time the outage began (including time zone)
API endpoint or feature affected
Observed error messages, status codes, or behavior
Approximate duration of the outage

LoadFlow will investigate reports within one business day. Validated downtime claims may result in account credit as outlined in this SLA. Credit claims must be submitted within 15 days of the incident’s resolution to be considered.

8. Support Response Times

LoadFlow offers email-based support for all customers, with response times based on your current plan tier:

Free & Trial Users: Best-effort (typically 48–72 business hours)
Pro Plan: Initial response within 24 business hours
Enterprise Plan: Initial response within 4 business hours, with escalation paths for Severity 1 issues

“Response” means a human acknowledgment of the issue, not necessarily full resolution. Resolution time may vary depending on severity, reproducibility, and root cause.

LoadFlow support hours are Monday–Friday, 9:00 AM to 6:00 PM UTC+7, excluding major U.S. and Thai holidays. Enterprise clients may negotiate custom 24/7 coverage via a support addendum.

9. Incident Severity Levels

LoadFlow categorizes support and operational incidents into the following severity levels, which determine response priority and remediation timelines:

Severity 1 (Critical): Complete service outage or widespread API failure affecting all customers
Severity 2 (High): Degraded performance or incorrect data delivery affecting core functionality
Severity 3 (Moderate): Isolated issues or errors impacting specific endpoints, states, or users
Severity 4 (Low): UI bugs, documentation issues, or non-urgent questions

Pro and Enterprise customers receive prioritized attention based on severity level. LoadFlow may reclassify incident severity based on actual impact or scope.

10. Credits for SLA Violations

If LoadFlow fails to meet the 99.9% uptime target in a given billing cycle, eligible users may request a service credit. Credits are calculated as follows:

99.0%–99.89% uptime: 10% of monthly subscription fee credited
95.0%–98.99% uptime: 25% of monthly subscription fee credited
Below 95.0% uptime: 50% of monthly subscription fee credited

Credits are issued as account balance only and are non-transferable, non-cashable, and non-refundable. They are not automatically applied — users must submit a validated downtime report in accordance with Section 7.

Total credit for any billing cycle is capped at one full month of fees. Credits do not accrue or carry over beyond the current subscription period.

11. Credit Claim Procedure

To claim an SLA credit, eligible users must submit a written request to LoadFlow support within fifteen (15) days of the relevant downtime incident. The request must include:

Subject line: SLA Credit Request – [Month/Year]
Account name and billing email
Date and duration of the outage, including time zone
API endpoints or services affected
Logs or screenshots demonstrating inability to access the service

If LoadFlow confirms the outage and validates the request, a credit will be applied to your next invoice or current billing cycle. Credits will not be granted without timely and complete submission.

12. SLA Exclusions

The following events do not qualify for SLA credits and are explicitly excluded from availability calculations:

Scheduled maintenance with at least 24-hour notice
Outages caused by third-party vendors or platforms (e.g., DigitalOcean, Stripe, DNS failures)
Downtime resulting from abusive behavior, rate-limit violations, or plan overuse
Outages caused by misconfigured client code or unauthorized access attempts
Force majeure events (e.g., natural disasters, war, state-imposed restrictions)
Beta features, test environments, or deprecated endpoints

LoadFlow reserves the right to decline SLA claims that fall outside these terms or are found to be abusive, unfounded, or misrepresented.

13. Performance Benchmarks

LoadFlow is committed not only to availability, but also to platform responsiveness and data freshness. The following non-binding performance targets reflect our current production standards:

Median API Response Time: < 300ms for uncached single-state lookups
Maximum Response Time (95th percentile): < 800ms for standard endpoints
Data Update Frequency: Core dataset revalidated every 7 days; high-change states updated as needed
Status Page Accuracy: ≥ 99% uptime monitoring granularity with historical availability logs

These benchmarks are measured across U.S. regions and may vary based on your network environment, plan tier, and usage volume. While not enforceable guarantees, LoadFlow uses these thresholds to self-audit SLA compliance and performance reliability.

14. Monitoring & Internal Tooling

LoadFlow uses internal and third-party monitoring tools to track service uptime, latency, and error rates. These include:

UptimeRobot / BetterStack: Continuous HTTP health checks every 60 seconds from multiple regions
Prometheus + Grafana: Internal telemetry on API throughput, error rates, and system metrics
Real-time Logging: Endpoint-level request logs with dynamic alerts for 5xx anomalies
Status Page (optional): Public-facing availability dashboard (coming soon)

These tools are used for SLA auditing, postmortem generation, and transparency reporting. Customers are encouraged to report discrepancies if their observed uptime differs significantly from LoadFlow’s posted metrics.

15. Data Recovery & Backups

LoadFlow maintains automated backups of core infrastructure, customer accounts, and API-related metadata to ensure recovery in the event of disaster, corruption, or unauthorized deletion.

Backup Frequency: Full service snapshots performed daily
Retention Period: Rolling 7–14 day backup window with encrypted archival
Recovery Time Objective (RTO): ≤ 6 hours for core system availability
Recovery Point Objective (RPO): ≤ 24 hours of user activity loss in worst-case scenario

LoadFlow does not offer individual dataset version recovery, but platform-wide restoration procedures are tested periodically to meet infrastructure compliance standards. Enterprise clients may request recovery timelines in custom contracts.

16. Security Commitments

LoadFlow adheres to modern SaaS security practices and is committed to protecting customer data across all layers of the platform. Core security guarantees include:

TLS Encryption: All data-in-transit is encrypted using HTTPS with TLS 1.2 or higher
Zero-knowledge Passwords: Stored using bcrypt with salt and never transmitted in plaintext
Credential Access Control: API keys, tokens, and environment variables stored securely with access restricted by least privilege
Access Logging: Admin and support access to customer data is logged and periodically reviewed
Infrastructure Firewalls: Internal services are protected by container-level and host-level firewalls on all environments

While LoadFlow does not offer SOC 2, ISO 27001, or HIPAA compliance by default, security practices are aligned with industry standards. You are responsible for safeguarding your own integration credentials and infrastructure.

17. Customer Responsibilities

To benefit from this SLA, you must fulfill the following customer responsibilities:

Maintain accurate account information including billing and support contact emails
Use the LoadFlow API and dashboard within the bounds of your subscribed plan
Follow LoadFlow’s API documentation and integration guidelines
Secure your API key(s) and user credentials with best practices
Promptly notify LoadFlow of observed service issues via the proper reporting channels

Failure to meet these responsibilities may result in delayed support, denied credit claims, or disqualification from SLA benefits. This SLA does not cover service degradation caused by customer-side misconfiguration or abuse.

18. SLA Termination Conditions

This SLA remains in effect as long as:

Your LoadFlow subscription is active and in good standing
You have not violated the LoadFlow Terms of Service, API License Agreement, or this SLA
You are not delinquent in payments or involved in abuse-related investigations

SLA protections automatically terminate if your account is suspended, canceled, or terminated for any reason. Termination of the SLA does not affect LoadFlow’s right to enforce other contractual agreements or recover damages for prior abuse.

19. Changes to This SLA

LoadFlow reserves the right to modify this Service Level Agreement at any time. Changes may reflect improvements in service, legal compliance updates, or changes in support or infrastructure vendors. We will:

Update the "Last Updated" date at the top of this page
Notify affected users via email or dashboard banner for material changes

Continued use of the LoadFlow platform after an SLA update constitutes acceptance of the revised agreement. If you do not agree to the updated terms, you must cancel your subscription before your next renewal date to avoid being bound by the changes.

20. Contact Information

If you have questions about this SLA, require incident assistance, or need clarification about support tiers, contact us at:

Email: support@loadflowlogistics.com
Business Entity: LoadFlow Logistics LLC
Jurisdiction: State of Wyoming, United States