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Warehouse Bridge Warehouse Bridge

Service Level Agreement

Last Updated: December 17, 2025

1. Introduction

This Service Level Agreement ("SLA") is part of the agreement between Warehouse Bridge, a trading style of Flag Eagle LLC ("Provider," "we," "us"), and the customer ("Customer," "you") for the use of our warehouse integration platform and services ("Services").

This SLA describes our commitment to service availability, performance standards, and the remedies available if we fail to meet these commitments.

2. Service Availability

2.1 Uptime Commitment

We commit to maintaining 99.9% uptime for our Services, measured on a monthly basis.

Uptime Level Monthly Downtime Allowance
99.9% Up to 43 minutes
99.5% Up to 3.6 hours
99.0% Up to 7.3 hours

2.2 How Uptime Is Measured

Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

  • Uptime is measured from our infrastructure monitoring systems
  • We measure availability of core platform functionality
  • Partial degradation may be calculated as proportional downtime

2.3 Service Components Covered

This SLA applies to:

  • Core platform access and functionality
  • API availability
  • Order processing and synchronization
  • Inventory management features
  • Dashboard and reporting access

3. Exclusions

The following are NOT counted as downtime for SLA purposes:

3.1 Scheduled Maintenance

  • Planned maintenance with at least 48 hours advance notice
  • Maintenance windows: Sundays 2:00 AM - 6:00 AM PST (preferred)
  • Emergency security patches with reasonable notice

3.2 External Factors

  • Issues with third-party platforms (TikTok, Shopify, Amazon, etc.)
  • Internet connectivity issues outside our infrastructure
  • DNS propagation delays
  • Customer's network or equipment failures

3.3 Force Majeure

  • Natural disasters
  • Government actions
  • Widespread internet outages
  • Events beyond our reasonable control

3.4 Customer-Caused Issues

  • Issues resulting from customer's misuse of Services
  • Problems caused by customer's code, integrations, or configurations
  • Exceeding usage limits or rate limits

4. Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits.

4.1 Credit Schedule

Monthly Uptime Service Credit
99.0% - 99.9% 10% of monthly fee
95.0% - 99.0% 25% of monthly fee
90.0% - 95.0% 50% of monthly fee
Below 90.0% 100% of monthly fee

4.2 Credit Conditions

  • Credits apply to the affected month's fees only
  • Maximum credit per month: 100% of that month's fee
  • Credits are applied to future invoices, not refunded
  • Credits do not carry over beyond 12 months

4.3 Claiming Credits

To request a service credit:

  1. Submit a request within 30 days of the incident
  2. Email: steven@dataface.uk
  3. Include:
    • Account identifier
    • Date and time of outage
    • Description of impact
    • Duration of unavailability

We will verify the claim against our monitoring data and respond within 10 business days.

5. Support Response Times

5.1 Priority Levels

Priority Description Examples
P1 - Critical Service completely unavailable, major business impact Platform down, cannot process orders
P2 - High Significant functionality impaired Integration failures, sync issues
P3 - Medium Limited impact, workaround available Reporting delays, UI issues
P4 - Low Minor issues, questions Feature requests, general inquiries

5.2 Response Time Commitments

Priority Initial Response Target Resolution
P1 - Critical 1 hour 4 hours
P2 - High 4 hours 24 hours
P3 - Medium 1 business day 5 business days
P4 - Low 2 business days Best effort

Support Hours: Monday - Friday, 9:00 AM - 5:00 PM PST P1 Support: 24/7 monitoring with on-call response

5.3 How to Contact Support

  • Email: steven@dataface.uk
  • Response times begin when your request is received during support hours

6. Incident Communication

6.1 During Incidents

  • We will post updates on our status page (when available)
  • P1 incidents: Updates every 30 minutes until resolved
  • Affected customers may receive direct email notification

6.2 Post-Incident

  • Root cause analysis for P1 incidents
  • Summary report available upon request
  • Preventive measures communicated

7. Reporting

7.1 Uptime Reports

  • Monthly uptime statistics available upon request
  • Reports provided within 10 business days of month end
  • Email steven@dataface.uk to request reports

8. Limitations

8.1 Sole Remedy

Service credits are your sole and exclusive remedy for any failure to meet this SLA. Credits shall not exceed 100% of fees for the affected month.

8.2 No Guarantee

While we strive to exceed our SLA commitments, this SLA does not guarantee uninterrupted or error-free service.

8.3 SLA Changes

We may modify this SLA with 30 days notice. Changes will not reduce service levels for current contract terms.

9. Contact Information

For SLA-related inquiries:

Email: steven@dataface.uk Website: warehousebridge.com

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