Service Level Agreement
Service Level Agreement
Our commitments for your operational security
System Availability
99.9%
Guaranteed availability per month
Response Time
< 1 hour
For critical issues
Resolution Time
< 4 hours
For Priority 1 tickets
Support
24/7
For Enterprise customers
Availability Guarantee
SmartWMS guarantees 99.9% system availability per calendar month. Scheduled maintenance is announced at least 48 hours in advance.
Compensation
If availability falls below the guaranteed level, you will receive a pro-rata credit on your monthly invoice.
Exceptions
Scheduled maintenance, third-party issues, and force majeure are excluded from the SLA.