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
Money Plan generation
Support Response Times
Critical
Platform completely unavailable or data loss
1 hour
response time
High
Major feature unavailable, no workaround
4 hours
response time
Medium
Feature degraded, workaround available
8 hours
response time
Low
Minor issue, cosmetic, or feature request
24 hours
response time
Support Channels & Escalation
- Email: support@loadladder.com (all priority levels)
- Urgent issues: email support@loadladder.com with URGENT in the subject (P1 and P2 receive priority handling)
- 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:
Enterprise customers receive custom SLAs with tailored uptime commitments, dedicated support channels, and negotiated service credit terms. Contact support@loadladder.com for details.