Shared Responsibility Addendum
Last Updated: 01-05-2025
This Shared Responsibility Addendum ("Addendum") is an extension to the Service Level Agreement (SLA) between loadmaster.ai ("we", "us", "our") and the Customer ("you", "your"). Its purpose is to clearly define the division of responsibilities for the secure, reliable, and compliant operation of the AI-driven optimization software provided by loadmaster.ai.
This Addendum ensures transparency and accountability by distinguishing the responsibilities of loadmaster.ai and the Customer in an on-premise deployment model, where our software (StowAI, StackAI, and JobAI) is installed and operated on servers within the Customer’s infrastructure.
1. Scope
This Addendum applies to all loadmaster.ai products, including StowAI, StackAI, and JobAI, as well as related updates, patches, and support services. It covers deployment, operation, and maintenance of the software in Customer-operated environments.
2. loadmaster.ai Responsibilities
loadmaster.ai is responsible for:
Software Provisioning
Delivering StowAI, StackAI, and JobAI in secure, production-ready form, including installers, configuration files, and initial deployment support.Software Updates
Providing patches, upgrades, and bug fixes to maintain performance, address vulnerabilities, and improve functionality.Documentation and Guidance
Supplying installation manuals, configuration guides, integration documentation, and operational best practices.Support
Providing technical support and troubleshooting for issues directly related to loadmaster.ai software, within the scope of the SLA.Training and Knowledge Transfer
Offering training and onboarding materials for Customer staff to ensure proper use and safe adoption of AI-driven recommendations.
3. Customer Responsibilities
The Customer is responsible for:
Hardware and OS Environment
Procuring and maintaining the servers, virtualization layers (if any), and operating systems required to run loadmaster.ai software, including regular patching and updates.Network and Connectivity
Configuring and securing the network environment in which loadmaster.ai software operates, including firewalls, access control, and connectivity to terminal systems (e.g., TOS, equipment control, sensors).Data Responsibility
Ensuring that operational data provided to or processed by loadmaster.ai software is accurate, lawful, and handled in compliance with applicable regulations (e.g., GDPR, labor laws, safety requirements).Operational Oversight
Reviewing, validating, and approving AI-generated recommendations before implementation in real-world terminal operations.Incident Response on Local Systems
Detecting, mitigating, and responding to incidents (e.g., malware, unauthorized access, system failures) within the Customer’s IT infrastructure.Backups and Business Continuity
Managing backups of configurations, logs, and operational data required to ensure business continuity and disaster recovery.
4. Shared Responsibilities
Both loadmaster.ai and the Customer share responsibility for:
Compliance
loadmaster.ai designs its products to support compliance with relevant standards (e.g., EU AI Act, GDPR, maritime and safety regulations). The Customer ensures deployment and use comply with local laws, internal policies, and operational requirements.Operational Safety
loadmaster.ai builds safety guardrails into AI outputs; the Customer maintains final authority and oversight for operational decisions.Monitoring
loadmaster.ai monitors product quality through updates and support feedback. The Customer monitors performance, reliability, and security of the deployed environment.Incident Management
loadmaster.ai provides guidance and patches for software-related incidents; the Customer investigates and mitigates incidents within their IT and operational environments.
5. Limitations
loadmaster.ai is not responsible for failures, breaches, or performance issues caused by:
- Misconfigured, outdated, or underpowered Customer hardware or operating systems.
- Customer network outages or mismanagement of firewalls/access controls.
- Unauthorized access due to weak or mismanaged Customer account or network security.
- Operational misuse of AI-generated recommendations without proper human validation.
- Integration failures caused by third-party systems outside loadmaster.ai’s control.
6. Acknowledgement
By using loadmaster.ai software, the Customer acknowledges and agrees to the division of responsibilities outlined in this Addendum.