This Service Level Agreement (“SLA”) outlines Swifflo Global Logistics’ commitment to performance, uptime, and support for registered business clients using our logistics platform and tracking tools.

Service Commitment

• Portal Uptime: 99.5% per month, excluding scheduled maintenance.

• Support Response: Tickets acknowledged within 1 business day; resolution within 3 business days.

• Booking Confirmation: Confirmed within 24 business hours of order placement.

Exclusions
Excludes delays caused by:

• Third-party carriers

• Customs clearance or regulatory inspections

• Weather or force majeure events

• Scheduled system maintenance

Remedies
If uptime falls below 99.5% in a calendar month, clients may request a service credit proportional to downtime (to be agreed upon in client contract).

Support Contact
Support via doc@swifflo.com or assigned account manager, available 9am–6pm PT, Monday–Friday.

Data Security & Compliance
Swifflo implements reasonable security measures and adheres to applicable privacy laws when processing client data.

Updates & Termination
Swifflo may update this SLA with notice. It terminates if the client’s contract or account access ends.