Service Level Agreement

Effective date: July 19, 2026 · Last updated: November 8, 2026 · Applies to maintenance subscriptions and support on active projects

This Service Level Agreement ("SLA") describes the support and availability commitments Logic Intelligence, LLC provides for Data Arcade maintenance subscriptions (Frontier Care and Frontier Hyper Care plans) and for support during active project engagements. If a signed SOW or subscription agreement contains different terms, that document controls.

1. Hours of operation

Support is provided by local experts — Logic Intelligence® architects, not a call center — Monday through Friday, 8:00 AM to 3:00 PM Pacific Time (PT), excluding U.S. federal holidays. These hours apply to support, account management and the response targets in section 2. Support is not provided around the clock, at weekends or on holidays unless a signed SOW or subscription agreement says otherwise — the one exception is Frontier Hyper Care critical "system down" incidents (section 2). Requests may be submitted by email at any time and are queued for the next support window.

2. Severity levels and response targets

• Severity 1 — Critical: production platform or pipeline down, no workaround. Response within 2 business hours (Frontier Care, and support on active projects); continuous effort until resolved or a workaround is in place.
• Severity 1 — Critical, Frontier Hyper Care: your system is down ("system down"). Response within 1 hour, 24/7, including nights, weekends and holidays. Only critical system-down incidents are covered around the clock; every other severity follows the business hours in section 1.
• Severity 2 — Major: significant feature or data flow impaired, workaround exists. Response within 4 business hours.
• Severity 3 — Minor: limited-impact defect or degradation. Response within 1 business day.
• Severity 4 — Request: questions, enhancements, credit-funded change requests. Response within 2 business days.

3. Availability target (managed platforms)

For platforms operated by Logic Intelligence® under a maintenance subscription, we target 99.5% monthly availability, excluding scheduled maintenance windows and unavailability of underlying cloud services (which carry their own provider SLAs, e.g. Microsoft Azure).

4. Scheduled maintenance

Planned maintenance is performed outside business hours where practical and announced at least 48 hours in advance. Emergency security maintenance may occur with shorter notice.

5. Service credits

If monthly availability for a managed platform falls below the target due to causes within our control, you may request a credit of 5% of that month's subscription fee for each 0.5% below the target, up to 25%. Credit requests must be made within 30 days of the month in question and are applied to a future invoice.

6. Exclusions

• Issues caused by customer changes, third-party software, or systems outside our management.
• Outages of underlying cloud providers or internet infrastructure.
• Suspensions for non-payment and force majeure events.
• Work beyond the plan's included monthly Frontier Hours (additional hours are billed in 4-hour lots, agreed before proceeding).

7. Escalation

Unresolved concerns escalate from your support engineer to your account manager, and then to Logic Intelligence® executive leadership. Escalation contacts are provided at subscription kickoff.

8. Review

SLA performance is reported in the delivery dashboard and reviewed with you at the regular cadence described on the Delivery & Execution page. Questions: info@logicintelligence.com.