Service Level Agreement (SLA)
1. Purpose
This Service Level Agreement (“SLA”) outlines the expected levels of service provided by LoadLink Africa to its users, including shippers, truckers, and business partners. The SLA defines performance metrics, responsibilities, and support expectations to ensure service quality and reliability.
2. Scope of Services
This SLA applies to:
- The LoadLink Africa mobile app and web platform
- Services related to trucker and shipper registration
- Upload, matching, and tracking of shipments
- Basic customer support and system notifications
3. Availability and Uptime
- LoadLink Africa shall maintain a minimum uptime of 99% per calendar month, excluding scheduled maintenance and events beyond our control (e.g., force majeure, third-party outages).
Scheduled maintenance will be communicated in advance with at least 24 hours’ notice where possible.
4. Support Hours
Standard support is available: – Monday to Friday: 8:00 AM to 6:00 PM (SAST) – Support Email: support@loadlinkafrica.com Emergency incidents may be reported 24/7 and will be addressed based on priority.
5. Response and Resolution Times
|
Severity Level
|
Description
|
Initial Response
|
Resolution Target
|
|---|---|---|---|
|
Critical
|
System outage or total service failure
|
1 hour
|
4 hours
|
|
High
|
Major function disrupted
|
4 hours
|
24 hours
|
|
Medium
|
Minor issue or degradation
|
1 business day
|
3 business days
|
|
Low
|
General inquiries or cosmetic issues
|
2 business days
|
As appropriate
|
6. User Responsibilities
Users agree to:
- Provide accurate information when using services
- Avoid abusive or malicious use of the platform
- Report issues promptly to support
Failure to comply may limit SLA enforcement.
7. Limitations
This SLA does not apply to:
- Issues caused by user devices or network connectivity
- Outages resulting from third-party platforms
- Beta features or trial services
- External API failures beyond our control
8. Amendments
- We may update this SLA periodically. Users will be notified via email or platform notices.
9. Contact
For SLA-related questions or escalations, please contact:
Nile IT Technology LLC
Sunnyvale, California, USA
Email: support@loadlinkafrica.com
South Africa Partner Company
LoadLink South Africa (Pty) Ltd
123 Freight Street, Johannesburg, South Africa
Email: compliance@loadlinkafrica.com