Service Level Agreement (SLA) for iDispatchHub, LLC

1. Overview

This Service Level Agreement ("SLA") is between iDispatchHub, LLC ("Service Provider") and the customer ("Client") and outlines the expected level of services, performance, responsiveness, and other aspects of the iDispatchHub truck dispatching software.

2. Service Description

iDispatchHub, LLC provides a truck dispatching software solution that offers real-time tracking, scheduling, reporting, and other features designed to optimize and manage trucking operations.

3. Service Availability

iDispatchHub, LLC commits to a service uptime of 99.5% during any monthly billing cycle. Exclusions to this commitment include:
- Scheduled maintenance windows
- Outages or issues outside of iDispatchHub's reasonable control, such as natural disasters or third-party service failures.

4. Response Times

In the event of a service issue, iDispatchHub, LLC commits to the following response times based on the severity of the issue:
- Critical (Severity 1): Response within 1 hour
- High (Severity 2): Response within 3 hours
- Medium (Severity 3): Response within 8 hours
- Low (Severity 4): Response within 24 hours

5. Maintenance

Scheduled maintenance will occur outside of peak operating hours, and customers will be given at least 72 hours' notice. Maintenance windows will be communicated via email or the software interface.

6. Data Backup and Recovery

iDispatchHub, LLC performs daily backups of all customer data and commits to restoring any lost data within 24 hours. In the event of significant data loss, iDispatchHub, LLC will utilize off-site backups to recover customer data.

7. Support

iDispatchHub, LLC provides support 24/7 via email, phone, and live chat.

8. Compensation

If iDispatchHub, LLC fails to meet the service uptime commitment of 99.5%, affected customers will be eligible for service credits as follows:
- 99.0% to 99.4%: 10% credit
- 98.5% to 98.9%: 20% credit
- Below 98.5%: 30% credit

9. Termination

Customers may terminate their contract without penalty if iDispatchHub, LLC fails to meet the service uptime commitment for three consecutive months.

10. Review and Amendments

This SLA will be reviewed annually and may be amended by mutual agreement between iDispatchHub, LLC, and the customer.

11. Acceptance

By using the iDispatchHub truck dispatching software, the customer acknowledges and accepts the terms of this Service Level Agreement.