Service Level Agreement (SLA)
Effective Date: May 19, 2026
Last Updated: May 19, 2026
This Service Level Agreement (“SLA”) describes the service availability, support commitments, and operational objectives for the My Dray Rate platform operated by My Dray Rate, Inc. (“MDR”).
This SLA is incorporated into and made part of the Master Software as a Service Subscription Agreement and any applicable Subscription Order Form between MDR and Customer.
1. Company Information
My Dray Rate, Inc.
16541 Pointe Village Drive
Lutz, Florida 33558
Email: frank.caputo@mydrayrate.com
Website: www.mydrayrate.com
2. PURPOSE
The purpose of this SLA is to define:
- Platform availability objectives;
- Scheduled maintenance practices;
- Support response targets;
- Severity classifications;
- Escalation procedures; and
- Customer responsibilities.
This SLA reflects MDR’s service objectives and operational commitments and does not constitute a guarantee unless expressly stated otherwise in a signed Order Form.
3. COVERED SERVICES
This SLA applies to the MDR platform and related services, including:
- Web application access;
- APIs;
- Container tracking;
- Drayage pricing;
- Carrier bidding;
- Last Free Day (LFD) alerts;
- Demurrage, detention, and per diem notifications;
- Shipment booking functionality; and
- Reporting and analytics.
4. SERVICE AVAILABILITY OBJECTIVe
MDR will use commercially reasonable efforts to maintain a monthly platform availability objective of 99.9%, excluding:
- Scheduled maintenance;
- Emergency maintenance;
- Force majeure events;
- Internet or telecommunications failures;
- Third-party service disruptions;
- Customer-side equipment or connectivity issues; and
- Security incidents or cyberattacks beyond MDR’s reasonable control.
This availability objective is a target and not a warranty or guarantee of uninterrupted service.
5. SCHEDULED MAINTENANCE
MDR may perform scheduled maintenance to improve performance, security, and functionality.
- Maintenance is typically conducted during off-peak hours.
- MDR will use commercially reasonable efforts to provide advance notice when practical.
- Scheduled maintenance is excluded from availability calculations.
6. EMERGENCY MAINTENANCE
MDR may perform emergency maintenance without prior notice when necessary to:
- Protect system security;
- Prevent service disruptions;
- Address software defects; or
- Comply with legal or regulatory requirements.
7. SUPPORT HOURS
Standard support is available during MDR’s normal business hours:
Monday through Friday
8:00 AM to 6:00 PM Eastern Time
Excluding recognized U.S. holidays
Support requests may be submitted by email to frank.caputo@mydrayrate.com or through MDR’s designated support portal, if available.
8. INCIDENT SEVERITY LEVELS
Severity 1 – Critical
Complete loss of platform access or a critical issue causing a major business impact with no reasonable workaround.
Examples:
- Platform unavailable to all users
- Login system failure
- Major API outage
Severity 2 – High
Significant degradation of key functionality with substantial operational impact.
Examples:
- Tracking updates delayed across multiple shipments
- Carrier bidding unavailable
Severity 3 – Medium
Partial loss of functionality or issues affecting non-critical features.
Examples:
- Report generation errors
- Notification delays
Severity 4 – Low
General questions, cosmetic issues, or enhancement requests.
Examples:
- User assistance
- Minor interface issues
9. TARGET INITIAL RESPONSE TIMES
- Severity Target Initial Response
- Severity 1 – Critical 2 business hours
- Severity 2 – High 4 business hours
- Severity 3 – Medium 1 business day
- Severity 4 – Low 1 business days
Response times are targets only and not guaranteed unless otherwise stated in a signed Order Form.
10. TARGET RESOLUTION GOALS
MDR will use commercially reasonable efforts to resolve issues as quickly as possible.
- Severity Target Resolution Goal
- Severity 1 – Critical Continuous efforts until service restoration
- Severity 2 – High Commercially reasonable efforts to restore promptly
- Severity 3 – Medium Included in regular support cycle
- Severity 4 – Low Addressed in future updates or support responses
11. ESCALATION PROCEDURES
Customers may escalate unresolved Severity 1 or Severity 2 issues by contacting MDR management at frank.caputo@mydrayrate.com.
12. CUSTOMER RESPONSIBILITIES
Customer shall:
- Provide detailed descriptions of issues;
- Cooperate with troubleshooting efforts;
- Maintain compatible systems and internet connectivity;
- Keep authorized contact information current; and
- Use the Services in accordance with the Agreement.
13. THIRD-PARTY SERVICES
Certain MDR functionality depends on third-party data providers and systems, including carriers, terminals, ports, and tracking providers.
MDR is not responsible for delays, inaccuracies, or outages caused by third-party services.
14. SERVICE CREDITS
Unless expressly agreed in writing in an applicable Subscription Order Form, MDR does not provide service credits, refunds, or other compensation for downtime or service interruptions.
15. EXCLUSIONS
This SLA does not apply to issues caused by:
- Customer misuse;
- Unauthorized modifications;
- Third-party integrations outside MDR’s control;
- Customer network or hardware failures;
- Force majeure events; or
- Scheduled or emergency maintenance.
16. MODIFICATIONS TO THIS SLA
MDR may update this SLA from time to time. Material changes will be posted at www.mydrayrate.com/service-level-agreement or otherwise communicated to customers.
17. GOVERNING AGREEMENT
If there is any conflict between this SLA and the Master SaaS Agreement, the Master SaaS Agreement will control unless the applicable Subscription Order Form expressly states otherwise.
18. Contact Information
Questions regarding this SLA may be directed to:
My Dray Rate, Inc.
16541 Pointe Village Drive
Lutz, Florida 33558
Email: frank.caputo@mydrayrate.com
Website: www.mydrayrate.com
