GoFreight Service Level Agreement (SLA)
Overview
This Service Level Agreement (“SLA”) outlines GoFreight’s target response times for significant
service incidents. The purpose of this SLA is to ensure timely acknowledgment and communication
when critical or high-impact service issues occur. This SLA applies to incidents reported through
GoFreight’s official support channels.
Incident Definitions
Major Incident: A critical production issue that causes severe service disruption, including complete service unavailability or significant impact to core business operations.
High Priority Incident: A high-impact issue where major functionality is impaired, but the service remains partially operational.
Incident severity is assessed by GoFreight after ticket submission, based on the issue’s impact and scope.
Response Time Definition
Response time refers to the initial acknowledgment and engagement by GoFreight Support after an
incident is reported. Response time does not represent issue resolution or service restoration.
Incident Response Time
| Incident Severity | Initial Response Time |
| Major Incident | Within 2 hours |
| High Priority Incident | Within 6 hours |
Communication During Incidents
For Major Incidents, GoFreight will provide periodic status updates as reasonably available until service is restored or the incident is mitigated.
Service Commitment
The response times stated above represent GoFreight’s best-effort service objectives and are not guarantees. Actual response times may vary due to incident complexity, scope, investigation requirements, or dependencies on third-party services.
