Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (“SLA”) outlines the expected service levels for the Lending Management System (“Service”) provided by Loandisk to its clients (“Customer”).

2. Service Availability

The Service shall be available 99.9% of the time in any calendar month, excluding scheduled maintenance.

3. Support

Support is available Monday to Sunday, 24 hours a day.

Email Support: support@loandisk.com
Response Time: Within 1 business day

4. Incident Response

Critical: Response within 2 hours
High: Response within 4 hours
Medium: Response within 1 business day
Low: Response within 2 business days

5. Scheduled Maintenance

Scheduled maintenance will be communicated at least 48 hours in advance and typically occurs during weekends or off-peak hours.

6. Service Credits

If the uptime falls below 99.9% in a calendar month, customers may request service credits of up to 10% of that month’s fee.

7. Exclusions

This SLA does not apply to downtime or service interruption caused by:

Customer's misuse or breach of the agreement
Factors outside our control (e.g., natural disasters, internet outages)
Third-party services not managed by Loandisk

8. Term and Termination

This SLA is effective from 29th July 2025 and remains in effect until terminated or superseded by an updated SLA.

9. Contact

For questions or concerns about this SLA, please contact support@loandisk.com.