Logistaas Support Policy

Version 2.0 – Effective January, 2026

1. Purpose and Scope

This Support Policy describes how Logistaas provides customer support and customer success services in connection with the Logistaas cloud-based transportation management system (the “Services”).
This Support Policy is informational only and does not form part of any contractual commitment, service level guarantee, or warranty.
In the event of any conflict, the Master Services Agreement (“MSA”), applicable Order Form, and Service Level Agreement (“SLA”) shall prevail.

2. Relationship to SLA and MSA

Service availability, uptime targets, and service credits are governed exclusively by the Logistaas Service Level Agreement, available at: https://www.logistaas.com/legal/sla
This Support Policy does not modify, replace, or supplement the SLA.
Failure to meet any support target described in this policy does not constitute a breach of contract and does not entitle Customer to service credits or other remedies.

3. Customer Success & Support Overview

Logistaas provides customer support through its Customer Success Team, whose objective is to use commercially reasonable efforts to assist Customers in using the Services effectively.

Support services may include:

Initial account setup and configuration
User onboarding and training
Ongoing operational assistance
Product usage guidance
Communication regarding new features and enhancements

4. Support Phases

Customer support may vary depending on the phase of the customer relationship:

4.1 Implementation Phase

Initial configuration and setup assistance
Requests and preferences are typically handled via email
Clarifications may be handled via other channels at Logistaas’ discretion

4.2 Training Phase

Training scheduling handled via email
Training delivered via recorded tutorials, documentation, or video conferencing
Additional training requests may be accommodated based on availability

4.3 Live (Operational) Phase

Ongoing support for operational questions and issues
Feature requests or customization requests must be submitted in writing

4.4 New Features Rollout

Communication regarding new features
Training may be offered via documentation or live sessions, where appropriate

5. Support Channels

Customers may contact Logistaas support through one or more of the following channels, subject to availability:

Email
Support ticketing system
Phone or messaging channels (e.g., WhatsApp), where offered.
Availability of real-time or messaging-based support is not guaranteed and may be limited based on issue type or capacity.

Support channels, response methods, and availability may vary by:

Subscription tier
Geographic region
Support phase
Business hours

Logistaas may modify available support channels from time to time.

6. Hours of Operation

“Normal Business Hours” means the following UTC (Coordinated Universal Time) hours:

Mondays through Fridays: 06:00–19:00 UTC
Saturdays: 06:00–10:00 UTC
Sundays: 06:00–14:00 UTC

The above excludes public holidays recognized by Logistaas. A list of recognized public holidays is available upon request or may be published on Logistaas’
website from time to time.

Support availability outside Normal Business Hours may vary by issue severity, subscription tier, or region and is not guaranteed unless expressly agreed in an Order Form.
Logistaas does not guarantee 24/7 support unless expressly agreed in an Order Form.

7. Support Request Prioritization

Support requests are prioritized based on technical severity and operational impact, including:

Customer’s ability to use the Services
Degree of functional impairment
Impact on normal business operations

Typical priority classifications may include:

Urgent – Production system unavailable or critical functionality severely impacted
High – Significant functionality impairment with workaround available
Normal – General questions, minor issues, or documentation assistance
Low – Enhancement requests or feature suggestions

Priority classification is determined solely by Logistaas.

8. Target Response and Resolution Times

Logistaas may publish target response or resolution timeframes for support requests.

Important disclaimers:

All response and resolution times are targets only, not guarantees
Actual resolution times may vary based on:
- Issue complexity
- Third-party services or integrations
- Customer responsiveness
- Product roadmap considerations
Failure to meet a target response or resolution time does not constitute a breach of contract

Issues requiring product development, enhancements, or code changes are not subject to target resolution timeframes.

9. Exclusions and Limitations

Support services do not include:

Custom development (unless separately agreed)
Third-party software or hardware support (unless separately agreed)
Data recovery beyond standard platform capabilities (unless separately agreed)
Support for beta, trial, or experimental features (unless separately agreed)

Logistaas may recommend workarounds or alternative solutions at its discretion.

10. Changes to This Support Policy

Logistaas may update this Support Policy from time to time by posting a revised version on its website.
Changes apply prospectively and do not materially reduce support already paid for during an active subscription term.

11. Contact

For support inquiries, Customers may contact Logistaas through the support channels made available to them or via: [email protected]