Legal

Service Level Agreement

Last updated 8 October 2026.

Legal review required. This document is a draft structure adapted for Shipeezi and has not been reviewed by counsel. Defined terms, liability caps, governing law and the sub-processor list must be confirmed before launch. Do not rely on it until then.

1. Scope

This SLA applies to paid subscriptions to the Shipeezi platform. It does not apply to the free supplier, forwarder and CFS portal tier or to invited-party access.

2. Availability target

We target at least 99.9 percent monthly availability of the core platform, measured at our boundary and excluding scheduled maintenance and events outside our reasonable control.

3. Support

SeverityDefinitionTarget first response
CriticalPlatform unavailable, or a data-integrity failure in the trace1 hour, 24x7
HighA major feature degraded with no workaround4 business hours
NormalA confined issue or a question1 business day

4. Maintenance

Scheduled maintenance is announced in advance and performed in a low-traffic window. Emergency maintenance is notified as soon as practicable.

5. Service credits

If availability falls below the target, a service credit is applied against the next invoice, on a tiered scale. Credits are the sole remedy for missed availability. The exact scale must be confirmed before launch.

6. Exclusions

  • Integrations, carriers or third-party networks outside our control.
  • Customer-side configuration, credentials or network issues.
  • Use outside the intended scope or against our guidance.

7. Reporting

Availability is reported on request and reflected against the service-credit regime above.