Who this SLA applies to. This Service Level Agreement applies to every Order signed on or after August 26, 2026, and to existing subscriptions beginning with their next renewal. The support tier stated in your Order determines which response targets apply to you.
This Service Level Agreement ("SLA") describes the availability commitment and support services that Grasshopperlabs.io LLC, doing business as Grasshopper Labs ("Grasshopper") provides for the Services under an Order that references the Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service. If this SLA conflicts with the Terms of Service or a signed Order, the Order controls first and the Terms of Service second.
Grasshopper will make the production Services available at least 99.5% of the time in each calendar month, measured as described below ("Monthly Availability").
Monthly Availability = (Total Minutes in the month minus Unplanned Downtime) divided by Total Minutes in the month, expressed as a percentage. "Unplanned Downtime" means minutes during which the core functions of the production web application, driver mobile application backend, or API are unavailable to all of Customer's Users because of a cause within Grasshopper's reasonable control, as measured by Grasshopper's monitoring systems. Unplanned Downtime is measured from the earlier of Grasshopper's detection or Customer's ticket submission until service is restored.
The following do not count as Unplanned Downtime:
Grasshopper does not offer service credits. If Monthly Availability falls below 99.5% in any month, Customer may request, and Grasshopper will provide within ten (10) business days, a written root cause analysis and remediation plan. If Monthly Availability falls below 99.5% in any three (3) months within a rolling six (6) month period, Customer may terminate the affected Order on thirty (30) days' written notice given within thirty (30) days after the third such month, without payment of Fees for the remainder of the Term, and Grasshopper will refund prepaid, unused Fees for the terminated portion. These are Customer's sole and exclusive remedies for any failure to meet the availability commitment.
Grasshopper performs Scheduled Maintenance outside peak operating hours, normally between 11:00 PM and 5:00 AM U.S. Eastern Time, and gives at least twenty-four (24) hours' notice through the Services, by email to administrative contacts, or on the Grasshopper status channel. Grasshopper targets no more than four (4) hours of Scheduled Maintenance per calendar month and releases most updates without downtime. Customer is responsible for ensuring drivers install mobile application updates made available through the Apple App Store and Google Play; Grasshopper supports the current and immediately preceding major release of the driver application.
Customer provides first-level support to its own Users, drivers, trading partners, and End Consumers. First-level support includes answering how-to questions, training, verifying device and connectivity issues, checking configuration, gathering details needed to reproduce a problem, and applying documented workarounds. Customer will designate up to the number of named support contacts permitted by its support tier, and only those contacts may open tickets with Grasshopper. Grasshopper does not provide support directly to drivers or End Consumers.
Grasshopper provides second-level support to Customer's named contacts for Errors that Customer cannot resolve through first-level support. An "Error" is a reproducible failure of the Services to perform materially in accordance with the documentation. Errors do not include issues caused by Customer's data, configuration, devices, networks, or third-party services, issues in features not licensed under the Order, or requests for new functionality, custom reports, integrations, or training.
To be treated as a Severity 1 or Severity 2 issue, a ticket must be opened through the Support Portal or by email and marked with the requested severity. Grasshopper may reclassify severity based on the definitions in Section 4 and will tell Customer when it does so.
Support Hours are Monday through Friday, 8:00 AM to 6:00 PM U.S. Eastern Time, excluding U.S. federal holidays. Severity 1 tickets are monitored outside Support Hours, and Severity 1 response targets are measured in clock hours around the clock. All other response targets are measured in Support Hours.
| Severity | Definition | Examples (not exhaustive) |
|---|---|---|
| Severity 1 Critical | The production Services are down or a core function is unusable for all of Customer's Users, deliveries cannot be dispatched or executed, and no workaround exists. | No Users can log in. The driver application cannot load or sync manifests for any driver. The API is returning errors for all calls. Manifests cannot be created or dispatched. WMS receiving or outbound is blocked for an entire warehouse. |
| Severity 2 Major | A significant function is impaired or failing for many Users, but operations can continue using a reasonable workaround. | Route optimization fails but dispatchers can assign stops manually. Proof-of-delivery photo upload fails intermittently but signature capture works. Consumer SMS notifications are delayed. One EDI or API integration is failing while orders can be entered manually. |
| Severity 3 Minor | A non-critical function is not working as documented, a single User or small group is affected, or the issue is cosmetic. Operations are not materially affected. | A report exports with incorrect formatting. A map pin is misplaced for one address. A label prints with a misaligned field. A settings page displays a stale value. |
| Severity 4 Request | Questions, how-to requests, feature requests, and enhancement suggestions. | How do I configure a new sub-region? Can the tracking page show a second photo? Request for a new report field. |
"Response" means a qualified Grasshopper support engineer has acknowledged the ticket, confirmed severity, and begun working on it. Response targets are not resolution commitments. Grasshopper will work Severity 1 issues continuously until a fix or workaround is in place, will keep Customer updated at the intervals below, and will use commercially reasonable efforts to resolve all Errors as quickly as practicable.
| Severity | Base (included) | Base Plus | Premium |
|---|---|---|---|
| Severity 1 | 8 clock hours | 2 clock hours | 1 clock hour |
| Severity 2 | 24 Support Hours | 12 Support Hours | 4 Support Hours |
| Severity 3 | 3 business days | 2 business days | 1 business day |
| Severity 4 | 5 business days | 3 business days | 2 business days |
| Named support contacts | 2 | 4 | 6 |
| Channels | Portal, email, Help Center | Portal, email, Help Center, dedicated contact | Portal, email, Help Center, dedicated contact, escalation phone |
| Included training | Online materials | Feature training on new releases | New-hire training sessions and user share group |
| Service review | None | Semi-annual | Quarterly |
Grasshopper's support response may include ticket acknowledgment, information gathering, troubleshooting, problem isolation, configuration guidance, provision of a workaround, and delivery of an Error fix in a scheduled or emergency release, as Grasshopper determines appropriate.
If Customer believes a ticket is not receiving appropriate attention, it may ask for escalation in the ticket or by email to support@grasshopperlabs.io with "Escalation" in the subject line. Escalations are routed to Grasshopper's Head of Customer Success, and unresolved Severity 1 issues that exceed twenty-four (24) hours are reported to Grasshopper's executive team.
Grasshopper's ability to meet the targets in this SLA depends on Customer's cooperation. Customer will:
If a ticket is determined not to be an Error, or could reasonably have been resolved through first-level support, Grasshopper may bill the time spent at its then-current professional services rates after notifying Customer.
Support under this SLA does not include on-site services, training beyond what the support tier includes, implementation of new integrations or configurations, custom development, data migration or cleanup, support for third-party products, consulting on Customer's operations, or support for Customer's own end users. Those services are available under a separate Order.
Grasshopper may update this SLA by posting a revised version at grasshopperlabs.io/sla. Updates apply to Orders signed after the posting date and to existing Orders beginning with the next Renewal Term. Grasshopper will not reduce the availability commitment or response targets that apply to a signed Order during its current Term without Customer's written agreement.
The commitments in this SLA are made to Customer only and are not enforceable by any other person. They are subject to the warranty disclaimers and limitations of liability in the Terms of Service. Support services are provided as part of a subscription and are not a product warranty.
Grasshopper may provide support through its affiliates and qualified subcontractors. This SLA is governed by the same law and subject to the same venue as the Terms of Service.
Support: support@grasshopperlabs.io
Help Center: grasshopperlabs.io/help
Grasshopper Labs, 6416 Rea Rd Ste B7, PO Box 78311, Charlotte, NC 28277