Service Level Agreement
Our commitments on platform availability, support responsiveness, maintenance and service credits for paid Dushnex Logistics subscriptions.
Last updated: 31 August 2026
1. Availability commitment
Dushnex Logistics targets 99.9% monthly uptime for the production application and public API. Uptime is measured per calendar month as: (total minutes − unavailable minutes) ÷ total minutes, excluding permitted exclusions below.
"Unavailable" means the platform returns errors, or is unreachable, for all users of an affected region for five or more consecutive minutes, as recorded by our monitoring.
2. Exclusions
- Scheduled maintenance announced at least 72 hours in advance.
- Emergency security patching, kept as short as practicable.
- Failures of third-party carriers, customs systems, or your own network and integrations.
- Suspension for non-payment or policy violations, and use outside the documentation.
3. Service credits
Where monthly uptime falls below target, you may claim credits against the following invoice:
- 99.0% to 99.9% — 5% of the monthly fee.
- 95.0% to 98.99% — 10% of the monthly fee.
- 90.0% to 94.99% — 20% of the monthly fee.
- Below 90.0% — 30% of the monthly fee.
4. Claiming credits
Submit claims to Hello@dushnexlogistics.tech within 30 days of the end of the affected month, including dates, times and affected users. Credits are the exclusive remedy for missed availability targets and are capped at 30% of the monthly fee.
5. Support and response targets
- P1 – platform unusable: response within 1 hour, 24/7, continuous effort until mitigated.
- P2 – major feature impaired: response within 4 business hours.
- P3 – minor issue or question: response within 1 business day.
- P4 – feature request: response within 3 business days.
6. Maintenance windows
Routine maintenance is normally performed Saturdays 14:00–18:00 UTC. We aim for zero-downtime deploys and publish notices in-product and on the status page.
7. Incident communication
During a P1 incident we post updates at least every 60 minutes until service is restored, and publish a written root-cause summary to affected customers within five business days.
8. Backups and recovery
Encrypted backups run continuously with point-in-time recovery. Our targets are a recovery point objective (RPO) of 15 minutes and a recovery time objective (RTO) of 4 hours. Disaster recovery procedures are tested at least annually.
