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Last updated: July 2025
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.
This SLA applies to the following core components of the LoadFlow platform:
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.
This SLA applies exclusively to customers on paid LoadFlow plans, including:
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.
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.
LoadFlow may perform planned system maintenance to upgrade infrastructure, deploy improvements, or apply security patches. Whenever possible, we will:
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.
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:
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.
To report a service disruption or SLA-related issue, eligible customers must email our support team with the following details:
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.
LoadFlow offers email-based support for all customers, with response times based on your current plan tier:
“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.
LoadFlow categorizes support and operational incidents into the following severity levels, which determine response priority and remediation timelines:
Pro and Enterprise customers receive prioritized attention based on severity level. LoadFlow may reclassify incident severity based on actual impact or scope.
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:
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.
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:
SLA Credit Request – [Month/Year]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.
The following events do not qualify for SLA credits and are explicitly excluded from availability calculations:
LoadFlow reserves the right to decline SLA claims that fall outside these terms or are found to be abusive, unfounded, or misrepresented.
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:
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.
LoadFlow uses internal and third-party monitoring tools to track service uptime, latency, and error rates. These include:
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.
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.
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.
LoadFlow adheres to modern SaaS security practices and is committed to protecting customer data across all layers of the platform. Core security guarantees include:
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.
To benefit from this SLA, you must fulfill the following customer responsibilities:
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.
This SLA remains in effect as long as:
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.
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:
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.
If you have questions about this SLA, require incident assistance, or need clarification about support tiers, contact us at: