Service Level Agreement - Loftus Labs

Service Level Agreement (SLA)

This Service Level Agreement outlines the expected response and resolution times for support requests based on priority status. Business hours are defined as Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding holidays.

Priority Status Response Time Resolution time
Low 6 business hours 3 business days
Medium 4 business hours 2 business days
Urgent 30 minutes 4 business hours

Response Time: The time within which Loftus Labs will acknowledge receipt of the support request and confirm the priority level.

Resolution Time: The target time within which Loftus Labs aims to resolve the reported issue or provide a workaround. Complex issues may require longer resolution times, and updates will be provided accordingly.

Our Mission

Every employee at Loftus Labs is driven by a common goal: to free agribusiness data from source systems and applications, and put it in the hands of the decision makers who need it. We are a farm-owned company that uses a managed-service business model to align every decision tool we build with the unique needs of the leader using it.

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