Service Level Agreement

Last Updated: July 23, 2026

1. SERVICE AVAILABILITY

LogicDock commits to maintaining a service uptime of 99.5% for the Maritime Management System, excluding scheduled maintenance windows.

                    Uptime Target: 99.5% monthly availability, measured as the percentage of total minutes in a month that the service is operational and accessible.
                

2. SCHEDULED MAINTENANCE

Scheduled maintenance windows are conducted during low-usage periods to minimize impact:

Window: Sundays, 2:00 AM - 4:00 AM EST
Notice: At least 48 hours advance notice via email for planned maintenance
Emergency Maintenance: May be conducted with shorter notice for critical security patches

Scheduled maintenance downtime is excluded from uptime calculations.

3. INCIDENT RESPONSE TIMES

Severity	Description	Response Time	Resolution Target
P1 - Critical	Service completely unavailable or data loss risk	30 minutes	4 hours
P2 - High	Major functionality impaired, no workaround	1 hour	8 hours
P3 - Medium	Partial impairment, workaround available	4 hours	24 hours
P4 - Low	Cosmetic or minor issues, no operational impact	24 hours	Next release

4. SERVICE CREDITS

If LogicDock fails to meet the 99.5% uptime target in a given month, customers may request service credits as follows:

Monthly Uptime	Service Credit
99.0% - 99.49%	10% of monthly subscription fee
95.0% - 98.99%	25% of monthly subscription fee
Below 95.0%	50% of monthly subscription fee

Service credits must be requested within 30 days of the affected month and are applied as a credit to the next invoice. Credits do not constitute a cash refund.

5. DATA BACKUP & RECOVERY

5.1 Backup Schedule

Customer databases are backed up daily with a retention period of 7 days for daily backups and 30 days for weekly backups.

5.2 Recovery Point Objective (RPO)

The maximum RPO is 24 hours, meaning data loss in the event of a catastrophic failure is limited to the most recent 24-hour period.

5.3 Recovery Time Objective (RTO)

The target RTO for full service restoration is 4 hours from declaration of a P1 incident.

6. SUPPORT CHANNELS

Channel	Availability	Response Time
Email (support@logicdock.org)	24/7	Within 1 business day
Emergency (P1/P2)	24/7	Per severity table above
Billing Inquiries	Business hours	1-2 business days

7. EXCLUSIONS

The SLA does not apply to downtime caused by:

Customer-side network, hardware, or software failures
Customer misconfiguration or misuse of the service
Force majeure events (natural disasters, utility outages, etc.)
Scheduled maintenance windows
Internet connectivity issues outside LogicDock's infrastructure
Customer account suspension due to non-payment

8. MONITORING & REPORTING

LogicDock monitors service health continuously using automated health checks. Uptime statistics are available upon request. Customers will be notified of any P1 or P2 incidents via email with regular status updates until resolution.

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