Service Level Agreement
This Service Level Agreement ("SLA") forms part of the Terms of Use between InstaDispatch and the Customer. It sets out InstaDispatch's commitments regarding the availability and performance of the Service.
Definitions
- "Uptime" means the percentage of time the Service is available and operational in a given calendar month.
- "Downtime" means any period during which the Service is unavailable, excluding Scheduled Maintenance and Excluded Events.
- "Scheduled Maintenance" means planned maintenance activities notified to Customers in advance.
- "Emergency Maintenance" means urgent unplanned maintenance required to protect platform security or stability.
- "Excluded Events" means downtime caused by: force majeure events; Customer actions or third-party integrations; carrier system outages; or internet infrastructure failures outside InstaDispatch's control.
- "Service Credit" means a credit applied to the Customer's account in the event of a breach of the Uptime Commitment
Uptime Commitment
InstaDispatch targets 99.5% monthly Uptime for the core platform (excluding Excluded Events and Scheduled Maintenance). This target is aspirational and does not constitute a contractual guarantee. InstaDispatch will use commercially reasonable efforts to achieve this target.
The core platform includes: the web dashboard, shipment booking, label generation, and tracking functionality.
The following are expressly excluded from Uptime calculations:
- Scheduled Maintenance windows
- Emergency Maintenance
- Outages caused by carrier systems or third-party APIs
- Customer-caused disruptions
- Force majeure events
Scheduled Maintenance
InstaDispatch may carry out Scheduled Maintenance at any time. InstaDispatch will endeavour to:
- Provide at least 48 hours' advance notice of Scheduled Maintenance via the platform dashboard or email
- Schedule Scheduled Maintenance outside peak business hours (typically between 00:00 and 06:00 UK time)
- Minimise the duration and impact of maintenance activities
Service Credits
In the event that monthly Uptime falls below the following thresholds, Customers may request a Service Credit:
- Monthly Uptime below 99.0% — Service Credit of 5% of monthly subscription fee
- Monthly Uptime below 98.0% — Service Credit of 10% of monthly subscription fee
- Monthly Uptime below 95.0% — Service Credit of 20% of monthly subscription fee
- Service Credits are the Customer's sole and exclusive remedy for Downtime and shall not be treated as a refund or as compensation for consequential loss.
- Service Credits provided under this SLA shall not exceed twenty percent (20%) of the Customer's monthly subscription fee in any calendar month, regardless of the number of incidents occurring in that month.
- The Customer submitting a written request within 14 days of the end of the affected month
- The Customer not being in breach of the Terms of Use at the time of the claim
- The Downtime not being caused by an Excluded Event
Support
Support Channels
InstaDispatch provides customer support via:
- Email: legal@instadispatch.com
- Support portal: https://www.instadispatch.com/support/
Support Hours
Standard support is available Monday to Friday, 09:00 to 17:30 UK time, excluding UK public holidays.
Response Times
InstaDispatch will endeavour to respond to support requests within the following timeframes:
- Critical issues (platform completely unavailable): initial response within 2 business hours
- High priority (major functionality impaired): initial response within 4 business hours
- Standard queries: initial response within 1 business day
Incident Management
InstaDispatch will:
- Post platform status updates at https://www.instadispatch.com/status/ during active incidents
- Notify affected customers of significant incidents by email where reasonably practicable
- Provide post-incident reports for Critical incidents within 5 business days of resolution, upon request
Customer Responsibilities
To receive the benefit of this SLA, Customers must:
- Maintain accurate account contact details
- Report incidents promptly through official support channels
- Provide reasonable cooperation and information to assist with incident resolution
- Maintain their own backup systems and business continuity arrangements
Limitations
This SLA does not apply to:
- Free trials or beta features
- Third-party integrations, carrier APIs, or external services
- Issues caused by Customer configuration or misuse
- Features specifically designated as experimental or in preview
Changes to this SLA
InstaDispatch reserves the right to update this SLA. Customers will be given at least 30 days' written notice of material changes. Continued use of the Service after the effective date of any change constitutes acceptance.
Governing Law
This SLA is governed by and construed in accordance with the laws of England and Wales.
Contact
For queries regarding this SLA, contact legal@instadispatch.com.
