| Category | Description | Initial Response Time |
|---|---|---|
| Critical (P1) | A service outage or other technical situation without a viable workaround, that is disrupting a major business function across the majority of the fleet. Example: unable to send load offers to drivers, status updates failing | 1 hour |
| High (P2) | A service outage or other technical situation without a viable workaround, that is disrupting a major business function, but impacts a smaller subset of the fleet, or will lead to greater impacts if not resolved soon. Example: messaging delays, issues affecting specific workflows | < 4 hours |
| Normal (P3) | Issues with a viable workaround or that do not need to be fixed on a time-sensitive basis. Example: adjustments to stop profile defaults or workflow, questions about functionality, consulting requests | 1–3 business days |
| Low (P4) | Product feedback, answer-as-able questions. Example: feature suggestions, wish list items, nice-to-have adjustments | 14 days |
For terms & conditions, please see your FreightLogics Software-as-a-Service and Master Services Agreement.
Last updated December 14, 2022.