Service Level Agreement
Effective Date: January 1st, 2025
This Service Level Agreement ("SLA") sets forth the service levels and support commitments of Loki Technologies LLC ("Provider") for the services provided through its website, www.lokiteck.com ("Website"). This SLA forms part of the agreement between the Provider and its clients ("Client").
1. Scope of the SLA
1.1 This SLA applies to the availability, performance, and support of the services provided by the Provider ("Services").
1.2 This SLA does not apply to:
(a) Services disrupted due to Client's misuse, unauthorized modifications, or use beyond agreed-upon limits.
(b) Scheduled maintenance as described in Section 4.
(c) Events beyond Provider's control ("Force Majeure Events"), including but not limited to natural disasters, cyberattacks, or power outages.
2. Service Availability
2.1 Uptime Guarantee: The Provider guarantees that the Services will be available 95% of the time in any given calendar month, excluding exceptions specified in Section 1.2.
2.2 Downtime Definition: Downtime is defined as the period during which the Services are unavailable due to issues within the Provider's control.
2.3 Exclusions: Downtime does not include:
(a) Scheduled maintenance.
(b) Force Majeure Events.
(c) Issues arising from third-party services or applications integrated with the Services.
3. Support Commitments
3.1 Support Hours: Support is available during the following hours:
(a) Standard Support: Monday to Friday, 9:00 AM to 5:00 PM EST.
(b) Emergency Support: 24/7 for critical issues affecting service availability.
3.2 Response Times: Provider will respond to support requests based on the severity level:
(a) Critical Issues (e.g., complete service outage): Response within 1 hour.
(b) Major Issues (e.g., significant functionality impact): Response within 4 hours.
(c) Minor Issues (e.g., general questions or non-critical bugs): Response within 24 hours.
3.3 Support Channels: Support requests can be submitted via:
(a) Email: sales@lokiteck.com
(b) Phone: 732-804-4423
(c) Online Help Desk: Chat Icon on bottom right corner once you log in to the web application
4. Scheduled Maintenance
4.1 Maintenance Notification: Scheduled maintenance will be communicated to the Client at least 48 hours in advance.
4.2 Maintenance Window: Maintenance is typically performed during low-usage periods, such as weekends or early mornings.
4.3 Impact Mitigation: Provider will use commercially reasonable efforts to minimize the impact of maintenance on service availability.
5. Remedies for Non-Compliance
5.1 Service Credits: If the Provider fails to meet the uptime guarantee, the Client may request service credits as follows:
(a) 99.0% to 99.8% uptime: 5% of the monthly fee.
(b) 95.0% to 98.9% uptime: 10% of the monthly fee.
(c) Less than 95.0% uptime: 20% of the monthly fee.
5.2 Credit Request Process: To request service credits, the Client must:
(a) Submit a written request within 30 days of the end of the affected month.
(b) Provide evidence of the downtime.
5.3 Limitations: Service credits are the sole remedy for any failure to meet the uptime guarantee and may not exceed the monthly fee for the affected month.
6. Client Responsibilities
6.1 The Client is responsible for:
(a) Maintaining a stable internet connection to access the Services.
(b) Using the Services in compliance with the Acceptable Use Policy (AUP) at www.lokiteck.com/acceptable_use_policy.html.
(c) Reporting issues promptly to enable timely resolution.
7. Modifications to the SLA
The Provider reserves the right to modify this SLA. Changes will be effective upon posting to www.lokiteck.com/service_level_agreement.html. The Client's continued use of the Services constitutes acceptance of the revised SLA.
8. Contact Information
For questions regarding this SLA or support requests, please contact: sales@lokiteck.com
Lokiteck will improve the operations of delivery businesses by providing a powerful and dynamic software solution. Businesses that have delivery services can speed up their operations and boost revenues easily.