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Service Level Agreement

Our commitment
to reliability.

Freight doesn't sleep, and neither does our platform. Here's our formal commitment to uptime, performance, and support responsiveness.

Platform Availability

99.9%

We commit to 99.9% uptime for the LoadLadder platform, measured monthly. This excludes scheduled maintenance windows communicated with 48 hours advance notice.

Data Processing Performance

<500ms

API response time (p95)

<2s

Page load time (p95)

<5s

AI plan generation

Support Response Times

P1

Critical

Platform completely unavailable or data loss

1 hour

response time

P2

High

Major feature unavailable, no workaround

4 hours

response time

P3

Medium

Feature degraded, workaround available

8 hours

response time

P4

Low

Minor issue, cosmetic, or feature request

24 hours

response time

Support Channels & Escalation

  • Email: support@loadladder.com (all priority levels)
  • Phone: +1 (314) 671-0123 (P1 and P2 only, business hours)
  • In-app chat: Available for all logged-in users
  • Status page: Real-time platform status updates
  • Escalation: P1 issues automatically escalate to engineering leadership

Maintenance Windows

  • Scheduled maintenance communicated at least 48 hours in advance
  • Maintenance windows targeted for low-traffic hours (Sunday 2-6 AM CT)
  • Emergency maintenance may occur without notice for critical security issues
  • Scheduled maintenance excluded from SLA uptime calculations
  • All maintenance announced via email, in-app notification, and status page

Service Credits

If we fail to meet our 99.9% uptime commitment, paying customers are eligible for service credits:

99.0% - 99.9%10% monthly credit
95.0% - 99.0%25% monthly credit
Below 95.0%50% monthly credit

Enterprise customers receive custom SLAs with tailored uptime commitments, dedicated support channels, and negotiated service credit terms. Contact sales@loadladder.com for details.

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