Joyner TMS — Service Level Agreement
1. Purpose
This Service Level Agreement ("SLA") describes Joyner Transportation & Logistic Services LLC's ("Joyner") commitments regarding the availability, performance, and support of the Joyner TMS platform ("Platform"). This SLA supplements and is incorporated into the Joyner TMS SaaS Terms of Service. Capitalized terms not defined here have the meanings given in the SaaS Terms of Service.
2. Uptime Commitment
Joyner commits to maintain Platform availability of at least 99.5% per calendar month ("Uptime Commitment"), measured as:
(Total minutes in month − Downtime minutes) / Total minutes in month × 100
"Downtime" means the Platform is completely unavailable to all users — not degraded performance or partial feature unavailability. Downtime is measured from the time Joyner confirms the outage through its monitoring systems or upon receipt of a valid incident report from Customer, whichever is earlier.
3. Exclusions from Uptime Calculation
The following are excluded from Downtime calculations and do not count against the Uptime Commitment:
- Scheduled maintenance: Planned maintenance windows communicated to Customers at least 48 hours in advance
- Emergency maintenance: Unplanned maintenance required to address a critical security vulnerability or prevent imminent data loss, with notice provided as soon as practicable
- Customer-caused outages: Unavailability caused by Customer's actions, including misconfiguration, unauthorized modifications, or excessive API usage
- Third-party service failures: Outages caused by Customer's internet service provider, third-party integrations, or external API dependencies outside Joyner's control
- Force Majeure Events: As described in the Joyner Force Majeure Policy
- Beta features: Features or modules explicitly labeled as beta, preview, or experimental
4. Scheduled Maintenance Windows
Joyner performs scheduled platform maintenance during the following standard windows (all times Eastern Time):
- Standard maintenance: Sundays, 2:00 AM – 6:00 AM ET
- Extended maintenance: Last Sunday of each month, 12:00 AM – 6:00 AM ET (for major releases)
Joyner will provide at least 48 hours' advance notice of any scheduled maintenance expected to cause Platform unavailability. Maintenance that can be performed without causing unavailability may occur at any time without notice.
5. Performance Standards
In addition to uptime, Joyner targets the following performance standards under normal operating conditions:
| Performance Metric | Target |
|---|---|
| Page load time (standard views) | < 3 seconds at the 95th percentile |
| API response time (standard endpoints) | < 500ms at the 95th percentile |
| Report generation (standard reports) | < 30 seconds for reports under 10,000 rows |
| Data export processing | < 5 minutes for standard exports |
Performance targets are measured under normal load conditions and may be affected by Customer's data volume, custom configurations, and concurrent user activity. Performance targets are aspirational and do not give rise to SLA credits independently of the Uptime Commitment.
6. Support Tiers & Response Times
Joyner provides the following support tiers based on Customer's subscription:
| Support Tier | Included With | Channels | Hours | Initial Response |
|---|---|---|---|---|
| Standard Support | Starter plan | Email, help center | M–F, 9 AM–6 PM ET | 1 business day |
| Priority Support | Professional plan | Email, chat, phone | M–F, 8 AM–8 PM ET | 4 business hours |
| Enterprise Support | Enterprise plan | Email, chat, phone, dedicated CSM | 24/5 (M–F) | 1 hour |
| 24/7 Critical Support | Enterprise (add-on) | Phone, emergency hotline | 24/7/365 | 30 minutes |
7. Incident Severity Levels
Joyner classifies support incidents by the following severity levels, which determine response and resolution targets:
| Severity | Definition | Target Resolution |
|---|---|---|
| P1 — Critical | Platform completely unavailable or data loss occurring | 4 hours |
| P2 — High | Core feature unavailable; significant business impact | 8 business hours |
| P3 — Medium | Non-core feature impaired; workaround available | 3 business days |
| P4 — Low | Minor issue, cosmetic defect, or enhancement request | Next release cycle |
Resolution targets are goals, not guarantees. Complex issues may require longer resolution times. Joyner will provide regular status updates for P1 and P2 incidents until resolution.
8. SLA Credits
If Joyner fails to meet the Uptime Commitment in a given calendar month, Customer is eligible for a service credit as follows:
| Monthly Uptime Achieved | Credit (% of Monthly Fee) |
|---|---|
| 99.0% – 99.49% | 5% |
| 95.0% – 98.99% | 10% |
| 90.0% – 94.99% | 20% |
| Below 90.0% | 30% |
Credits are applied to Customer's next invoice and are Customer's sole and exclusive remedy for Joyner's failure to meet the Uptime Commitment. Credits do not apply to outages excluded under Section 3. Maximum total credits in any calendar month shall not exceed 30% of that month's subscription fee.
9. Credit Request Procedure
To request an SLA credit, Customer must submit a written request to tms@myjoyner.com within fifteen (15) days of the end of the month in which the downtime occurred. The request must include the dates and times of the claimed downtime and a description of the impact. Joyner will review the request using its monitoring data and respond within ten (10) business days with a determination.
10. Status Page & Incident Communication
Joyner maintains a real-time Platform status page at status.tms.myjoyner.com, which displays current Platform status, active incidents, and historical uptime data. Customers are encouraged to subscribe to status page notifications for real-time incident alerts. For P1 and P2 incidents, Joyner will also proactively notify affected customers by email within one (1) hour of incident confirmation.
11. Data Backup
Joyner performs automated backups of Customer Data on the following schedule:
- Full database backup: daily, retained for 30 days
- Incremental backup: every 6 hours, retained for 7 days
- Point-in-time recovery: available for Enterprise plan customers for up to 30 days
Backups are stored in geographically redundant locations. Backup restoration is available upon request for data loss incidents caused by Joyner's systems. Joyner is not liable for data loss caused by Customer's actions or third-party integrations.
12. Changes to This SLA
Joyner may update this SLA at any time with at least thirty (30) days' written notice to active subscribers. If a change materially reduces the commitments in this SLA, Customer may cancel its subscription within thirty (30) days of the notice and receive a pro-rated refund of prepaid fees.
13. Contact
SLA inquiries and credit requests: tms@myjoyner.com | Platform status: status.tms.myjoyner.com | Joyner Transportation & Logistic Services LLC | Atlanta, Georgia.