Service Level & Support Policy
Availability, maintenance, backups and support. Effective October 21, 2026.
What NS Technology, Inc. commits to for the availability of NS Logistics TMS ("NSLogi") and for support. This policy is part of the Terms of Service.
1. Availability target
We aim for 99.5% monthly availability of the NSLogi web app, driver app and API, measured by our external monitoring, excluding scheduled maintenance, emergency security fixes, and causes outside our reasonable control (including failures of the internet, Microsoft Azure regions, or third-party services such as load boards, telematics, e-mail or text providers).
2. Maintenance
Updates are released without downtime where possible; an update can briefly reload open pages. Planned maintenance that needs downtime is scheduled Sundays between 1:00 and 5:00 am Central time, announced in the app at least 48 hours ahead.
3. Service credits
If availability falls below the target in a month, a Customer on a paid plan may request a credit within 30 days of month end:
| Monthly availability | Credit on that month's fee |
|---|---|
| 99.0% – below 99.5% | 5% |
| 95.0% – below 99.0% | 10% |
| below 95.0% | 25% |
Credits apply to the next invoice, are the Customer's sole remedy for missed availability, and do not exceed 25% of a month's fee.
4. Backups and recovery
Data is backed up continuously with point-in-time restore kept for at least 7 days, and daily backups kept for 35 days. Our recovery targets after a major incident are 4 hours to restore service (RTO) and no more than 1 hour of data loss (RPO).
5. Support
| Starter · Solo · Fleet | Pro | Enterprise | |
|---|---|---|---|
| E-mail (support@nslogitms.com) | Yes | Yes | Yes |
| Phone | — | Yes | Yes |
| Hours | Mon–Fri 7 am–7 pm CT | Mon–Fri 7 am–7 pm CT | Mon–Fri 7 am–7 pm CT; Severity 1 any time |
Plans as on the current pricing page; the Order Form controls. Service credits (section 3) apply to paid plans only.
6. Response targets
| Severity | Example | First response |
|---|---|---|
| 1 — Down | Nobody can sign in or dispatch | 1 business hour (Enterprise: 1 hour, any time) |
| 2 — Major | A key feature fails, no workaround | 4 business hours |
| 3 — Minor | Something wrong, a workaround exists | 1 business day |
| 4 — Question | How-to, feedback, feature request | 2 business days |
Targets are for a first human response, not a fix. We keep the Customer updated until the issue is resolved.
7. Status and incidents
We post incidents and planned maintenance in the app. After a Severity 1 incident we send affected Customers a short summary of what happened and what we changed.
See also: Terms of ServicePrivacy PolicySMS Terms & ConditionsData Processing AgreementAcceptable Use Policy