Service Delivery Policy
Overview
Logistics & Beyond ("the Platform", "we", "us") provides software-as-a-service (SaaS) access to a B2B logistics marketplace connecting shippers, freight forwarders, transporters, and warehouse operators across East Africa.
This Service Delivery Policy sets out what each subscription tier includes, the uptime and support standards subscribers can expect, and how we manage planned or unplanned changes to the Platform.
What we deliver: Access to platform features, data, and workflows. We do not deliver physical goods, freight services, or cargo — those are delivered by registered third-party service providers on the Platform.
Subscription Tiers
The Platform offers four subscription tiers. All tiers are billed monthly in advance and include access to core platform features as described below.
| Tier | Monthly Fee | Orders / Month | Bids / Month | User Roles | Best For |
|---|---|---|---|---|---|
| Trial | $0 / 14 days | 5 | 5 | 1 | First-time evaluation |
| Starter | $49 / month | 10 | 5 | 1 | Small operators, occasional shippers |
| Professional | $149 / month | 50 | Unlimited | 5 | Growing logistics companies |
| Enterprise | $499 / month | Unlimited | Unlimited | Unlimited | Large freight forwarders, corporates |
Subscription limits reset on the first day of each calendar month. Unused orders or bids do not roll over to the following month.
Feature Access by Tier
The following table shows which platform features are included at each subscription level.
| Feature | Trial | Starter | Professional | Enterprise |
|---|---|---|---|---|
| Order creation & bid management | ✓ | ✓ | ✓ | ✓ |
| Real-time shipment tracking | ✓ | ✓ | ✓ | ✓ |
| Document generation suite | ✓ | ✓ | ✓ | ✓ |
| GPS-verified Proof of Delivery | ✓ | ✓ | ✓ | ✓ |
| D&D monitoring & notifications | ✓ | ✓ | ✓ | ✓ |
| Multi-container order support | ✓ | ✓ | ✓ | ✓ |
| Transport leg bidding | ✓ | ✓ | ✓ | ✓ |
| Dual-mode FFW accounts | — | ✓ | ✓ | ✓ |
| Multi-user role access (up to 5) | — | — | ✓ | ✓ |
| Unlimited user roles | — | — | — | ✓ |
| Dedicated account manager | — | — | — | ✓ |
| Priority support response | — | — | — | ✓ |
| API access & integrations | — | — | — | ✓ |
Uptime Commitment
We are committed to maintaining a reliable, always-available platform. Our uptime targets and response commitments are set out below.
Monthly availability target across all platform services
Per month, scheduled during low-traffic windows (02:00–05:00 EAT)
Target time to first response for unplanned outages
Planned Maintenance
Scheduled maintenance windows are communicated to subscribers at least 48 hours in advance via email and in-platform notification. Planned maintenance is scheduled between 02:00 and 05:00 East Africa Time (EAT) to minimise operational disruption.
Unplanned Outages
In the event of unplanned downtime:
- Our engineering team will investigate and issue a first status update within 2 hours of detection.
- Status updates will be published every 2 hours until the issue is resolved.
- Outages exceeding 72 consecutive hours entitle affected subscribers to request a pro-rated credit for the affected period. See our Refund Policy for details.
Note: Uptime commitments apply to the Logistics & Beyond platform. Connectivity issues on the subscriber's side (internet service provider, mobile network, device) are outside our control and not counted against platform uptime.
Support
Support Channels
- Email support: Available to all subscribers at support@logisticsandbeyond.com
- In-platform help centre: Searchable knowledge base, video walkthroughs, and step-by-step guides available 24/7
- WhatsApp onboarding support: Available during the first 14 days of a subscription for all tiers
- Dedicated account manager: Enterprise subscribers are assigned a named account manager reachable by phone and email
Response Times
| Issue Type | Trial / Starter | Professional | Enterprise |
|---|---|---|---|
| Platform outage or critical error | 8 business hours | 4 business hours | 2 business hours |
| Feature not functioning as documented | 3 business days | 2 business days | 1 business day |
| General query or how-to question | 5 business days | 3 business days | 1 business day |
| Billing and account queries | 3 business days | 3 business days | 1 business day |
Business hours are Monday–Friday, 08:00–18:00 East Africa Time (EAT). Response times are targets, not guarantees.
Languages
Support is currently available in English and Swahili. French and additional language support is on our roadmap.
Data & Security
Your Data
All data you create on the Platform — orders, bids, documents, shipment records — remains yours. Logistics & Beyond does not sell or share subscriber data with third parties for commercial purposes. Anonymised, aggregate data may be used to improve platform performance and publish industry reports.
Data Retention
- Active account data is retained for the duration of your subscription.
- On account cancellation, your data is retained for 90 days, during which you may request an export.
- After 90 days, data is permanently deleted from our systems unless we are required by law to retain it longer.
Security Standards
- All data is transmitted over encrypted HTTPS connections.
- Passwords are hashed and never stored in plain text.
- Access to subscriber data by Logistics & Beyond staff is limited to authorised personnel on a need-to-know basis.
- Platform infrastructure is hosted on industry-standard cloud providers with regular security reviews.
Changes to the Service
Feature Updates
Logistics & Beyond continuously improves the Platform. New features and improvements are deployed regularly and are communicated via in-platform release notes and our email newsletter. Feature updates do not affect your subscription price during the current billing period.
Pricing Changes
We will provide a minimum of 30 days' written notice before any change to subscription pricing. Price changes take effect at the start of your next billing cycle after the notice period. You may cancel before the change takes effect without penalty.
Feature Discontinuation
If a feature included in your subscription tier is discontinued, we will provide at least 60 days' notice and, where possible, offer an equivalent alternative. If no equivalent is available, you may be eligible for a pro-rated refund for the remaining period.
Policy Updates
This Service Delivery Policy may be updated from time to time. We will notify subscribers of material changes via email at least 14 days before they take effect. Continued use of the Platform after the effective date constitutes acceptance of the updated policy.
The current version of all policies is always available at logisticsandbeyond.com. We recommend bookmarking this page.
Contact Us
For questions about your subscription, feature access, or this policy, please reach out to our team:
10+ transporters finding cargo across East Africa
30 minutes ago