Service Level Agreement (SLA)

Last Updated: 01-05-2025

This Service Level Agreement ("SLA") outlines the support and service commitments loadmaster.ai ("we," "us," "our") provides for its optimization software (StowAI, StackAI, JobAI) under our agreement with you ("Customer"). This SLA forms part of the Terms of Service or other written agreements governing your use of the Services.

1. Definitions

  • "Services" means the loadmaster.ai optimization software (StowAI, StackAI, JobAI), associated updates, documentation, and technical support.
  • "Incident" means any error, bug, or malfunction in the software that prevents it from operating in accordance with its documentation.
  • "Planned Maintenance" means updates, patches, or upgrades to the software communicated in advance to the Customer.
  • "Exclusions" refers to issues caused by factors outside loadmaster.ai’s reasonable control, including misconfigured Customer environments, third-party integrations, or force majeure events.

2. Service Commitment

As the software is installed and operated fully within the Customer’s infrastructure, loadmaster.ai does not guarantee system uptime or infrastructure availability. Instead, our commitment focuses on:

  • Delivering timely support for incidents.
  • Providing software updates and patches.
  • Ensuring compatibility with supported environments as documented.

3. Support Services

Support Channels:

  • Email Support: [email protected]
  • Phone/Video Support: Available for high-severity incidents during Dutch working hours (CET).

Response Times:

  • Critical (system down, business operations severely impacted): Response within 4 business hours.
  • High (major functionality impaired, workaround available): Response within 1 business day.
  • Medium (minor functionality or performance issues): Response within 3 business days.
  • Low (general questions, feature requests): Response within 5 business days.

4. Software Updates

loadmaster.ai will provide:

  • Regular Updates: Patches, bug fixes, and minor improvements on a rolling basis.
  • Major Upgrades: New releases with additional features will be announced and documented separately.
  • Emergency Fixes: In case of critical security or stability issues, loadmaster.ai may issue expedited patches.

Customers are responsible for applying updates to their local environments.

5. Bug Fix Commitments

  • Critical Bugs: Fix or workaround delivered as soon as possible, generally within 5 business days.
  • High Bugs: Fix included in the next scheduled update or hotfix (typically within 15 business days).
  • Medium/Low Bugs: Addressed in future releases, based on priority and impact.

6. Customer Responsibilities

Customer is responsible for:

  • Procuring and maintaining servers, operating systems, databases, and networks required to run the Services.
  • Applying loadmaster.ai updates, patches, and fixes in a timely manner.
  • Maintaining backups, disaster recovery, and business continuity processes.
  • Ensuring lawful and correct use of Customer Data within the Services.
  • Providing access/logs when needed for troubleshooting.

7. Limitations

Service performance (e.g., optimization quality, processing speed) may vary depending on:

  • Customer’s hardware specifications (CPU, GPU, memory, storage).
  • Network conditions within Customer’s environment.
  • Quality and completeness of Customer Data provided to the Services.

loadmaster.ai does not guarantee optimization outcomes or operational savings, as these depend on Customer-specific infrastructure, processes, and data.

8. Service Credits

Since loadmaster.ai does not provide cloud-hosted services, no financial service credits are applicable. Remedies are limited to support, fixes, or termination as described in the Terms of Service.

9. Maintenance and Planned Outages

  • Planned Maintenance: Updates will be announced to the Customer at least 5 business days in advance.
  • Emergency Maintenance: In urgent cases (e.g., security risk), loadmaster.ai may provide patches without advance notice.

10. Limitation of Liability

Support and bug fix obligations under this SLA are Customer’s sole and exclusive remedy for any failure by loadmaster.ai to meet its obligations. loadmaster.ai’s liability remains limited as defined in the Terms of Service.

11. Governing Law

This SLA is governed by Dutch law. Disputes will be resolved exclusively in the courts of Rotterdam, Netherlands.

12. Amendments

loadmaster.ai may amend this SLA by posting an updated version on our website or otherwise providing notice to the Customer. Changes will take effect at the start of the next renewal term.

results matching ""

    No results matching ""