Logistaas Service Level Agreement

Version 2.0 – Effective January, 2026

This Service Level Agreement (“SLA”) describes the service availability commitments applicable to the Logistaas cloud-based software-as-a-service platform (the “Services”).
This SLA is incorporated by reference into the applicable Master Services Agreement, Terms of Service, or Order Form between Logistaas and the customer (“Customer”).

1. Service Commitment

Logistaas will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.9% during each monthly billing cycle (the “Service Commitment”).
The Service Commitment represents a performance target and not a guarantee of uninterrupted availability.

If Logistaas does not meet the Service Commitment, Customer may be eligible to receive a Service Credit in accordance with this SLA, subject to the exclusions set forth below.

2. Definitions

“Maintenance” means scheduled or emergency maintenance of the Services.
Scheduled Maintenance will be performed with advance notice where reasonably practicable. Emergency maintenance may be performed without prior notice where necessary to protect system integrity or security.

“Monthly Uptime Percentage” is calculated as:
100% minus the percentage of minutes during the month in which the Services were Unavailable, excluding any downtime resulting from SLA Exclusions.
“Service Credit” means a credit applied to future fees for the Services, calculated as described in Section 3.
“Unavailable” or “Unavailability” means that the production Services are not reachable or not operating due to a failure attributable to Logistaas.

3. Service Credits

Service Credits are calculated as a percentage of the monthly recurring fees payable for the affected Services during the applicable month.

Monthly Uptime Percentage	Service Credit
Less than 99.9% but ≥ 99.5%	5%
Less than 99.5% but ≥ 99.0%	10%
Less than 99.0%	20%

Service Credits are capped at twenty percent (20%) of the applicable monthly fees for the affected Services.

Service Credits:

Apply only to future payments
Are not refunds
Are non-transferable
Will not be issued if the total credit is less than USD $1

4. Sole and Exclusive Remedy

Unless otherwise expressly provided in the governing agreement, Customer’s sole and exclusive remedy for any unavailability, non-performance, or failure of the Services is the receipt of a Service Credit in accordance with this SLA.

5. Credit Request Procedure

To receive a Service Credit, Customer must submit a request to [email protected] within thirty (30) days after the end of the month in which the alleged Unavailability occurred.
The request must include:

“SLA Credit Request” in the subject line
Dates and times of the alleged Unavailability
The affected account or subdomain
Reasonable supporting documentation (with confidential data redacted)

If Logistaas confirms that the Service Commitment was not met, the applicable Service Credit will be applied within one billing cycle.
Failure to submit a complete request within the required time will forfeit eligibility for Service Credits.

6. SLA Exclusions

The Service Commitment does not apply to any Unavailability caused by:

Scheduled or emergency Maintenance
Suspension of Services under the governing agreement
Force majeure events or circumstances beyond Logistaas’ reasonable control
Failures of the public Internet or third-party networks
Customer’s systems, configurations, integrations, or third-party software
Actions or omissions of Customer or third parties
Beta, trial, preview, or non-production features
Cloud infrastructure or third-party platform outages beyond Logistaas’ reasonable control are excluded, consistent with the shared responsibility model applicable to cloud services.

7. Changes to This SLA

Logistaas may update this SLA from time to time by posting a revised version on its website. Any changes will become effective prospectively upon posting.

8. Contact

Questions regarding this SLA may be directed to: [email protected]