Service Level Agreement (SLA)

1.Uptime commitment

We commit to the following monthly uptime targets for the LogisticCube platform, by plan:

Plan	Monthly uptime target
Starter / Growth	Commercially reasonable (best effort)
Professional	99.5%
Enterprise	99.9%

Uptime is the percentage of minutes in a calendar month the platform is available, excluding the exclusions below.
Downtime is a period where the core platform is unavailable due to a fault within our control.

The uptime commitment does not apply to unavailability caused by:

Scheduled maintenance, announced in advance where practical.
Third-party or government services (E-Way Bill, VAHAN, GST, banking, WhatsApp) outside our control.
Factors beyond our reasonable control (force majeure, internet or ISP failures).
Customer-caused issues, misuse, or use outside the documented service.

For Professional and Enterprise plans, if we fall below the target in a calendar month, you may request service credits against a future invoice:

Credits are the sole remedy for missed uptime and must be requested within 30 days of the affected month.

Support channels and first-response targets scale with your plan:

Plan	Channel	First response
Starter	Email	Within 48 hours
Growth	Priority chat + email	Within 24 hours
Professional	Phone + email, dedicated manager	Priority, per SLA
Enterprise	24/7 + on-site, dedicated manager	Priority, per contract

We schedule maintenance to minimise disruption and aim to notify you in advance of any planned window that could affect availability.