Service Level Agreement

Service Level Agreement Overview

This Service Level Agreement (SLA) outlines ShipCentro's commitment to maintaining high standards of service availability, performance, and support. We guarantee specific service levels and provide remedies when these commitments are not met.

99.9% Uptime

Platform availability guarantee

24/7 Support

Round-the-clock assistance

Performance

Fast response times

Platform Uptime Guarantee

ShipCentro guarantees the following monthly uptime percentages for our platform:

Service Tier	Uptime SLA	Max Downtime/Month	Service Credit
Standard	99.5%	3.6 hours/month	10%
Professional	99.9%	43 minutes/month	25%
Enterprise	99.95%	22 minutes/month	50%

Uptime Calculation: Uptime percentage is calculated monthly as: (Total Minutes - Downtime Minutes) / Total Minutes × 100

Performance Standards

We guarantee the following performance metrics:

API Performance

Response Time: 95% of API calls respond within 500ms
Availability: 99.9% API uptime during business hours
Rate Limits: Minimum 1000 requests per minute per account

Dashboard Performance

Page Load: Dashboard loads within 3 seconds
Data Refresh: Real-time data updates within 60 seconds
Report Generation: Reports generated within 30 seconds

Shipping Service Levels

We maintain the following standards for shipping operations:

Order Processing

• Same-day processing for orders before 2 PM PST
• 99.7% on-time shipment rate
• Label generation within 5 minutes
• Tracking updates within 1 hour

Accuracy Standards

• 99.9% order accuracy rate
• 99.8% address validation accuracy
• Less than 0.1% shipping errors
• 100% carrier compliance

Support Response Times

Our support team commits to the following response and resolution times:

Priority Level	Description	Response Time	Resolution Target
Critical	Service down, major impact	1 hour	4 hours
High	Service degraded, significant impact	2 hours	8 hours
Medium	Minor issues, workaround available	4 hours	24 hours
Low	General inquiries, feature requests	24 hours	72 hours

Note: Response time is measured from ticket submission to first human response. Resolution time is a target, not a guarantee, as complex issues may require additional investigation.

Service Credits

When we fail to meet our SLA commitments, eligible customers may receive service credits:

Credit Calculation

99.9% - 99.5% uptime: 10% credit of monthly fee
99.5% - 99.0% uptime: 25% credit of monthly fee
Below 99.0% uptime: 50% credit of monthly fee
Support SLA breach: 5% credit per incident (max 25%/month)

Maximum Credits: Total service credits will not exceed 50% of the monthly service fee. Credits are applied to the next billing cycle and cannot be exchanged for cash.

Exclusions

The SLA does not apply to:

Scheduled maintenance (announced 48 hours in advance)
Emergency maintenance (required for security or critical fixes)
Force majeure events (natural disasters, war, terrorism)
Third-party service failures (carrier systems, payment processors)
Customer-caused issues (misconfiguration, exceeding rate limits)
Beta features or services marked as "preview"
Free tier or trial accounts
Issues resulting from customer's violation of Terms of Service

Claims Process

To request service credits:

Submit a claim within 30 days of the incident via support@shipcentro.com
Include details:
- Account information
- Date and time of incident
- Description of the issue
- Impact on your operations
Review process: We will investigate and respond within 5 business days
Credit application: Approved credits applied to next billing cycle

Contact Information

For SLA-related inquiries and claims:

SLA Claims: sla@shipcentro.com

Technical Support: support@shipcentro.com

24/7 Hotline: (424) 362-6480

Status Page: status.shipcentro.com

Address:
ShipCentro, Inc.
Attn: SLA Management
1309 Coffeen Avenue STE 1200
Sheridan, WY 82801