Service Level Agreement

Last updated: March 31, 2026 · Applies to: Growth and Enterprise plans

This Service Level Agreement ("SLA") defines the uptime commitments, support response times, and credit policies that XENVIO SL ("XENVIO") provides to customers on Growth and Enterprise subscription plans. By subscribing to an eligible plan, you agree to the terms of this SLA.

1. Uptime Commitment

XENVIO guarantees the following monthly uptime for the core platform (ShipperView, Rate Shopping, Label Generation, API v4):

99.9% Uptime — Enterprise

Plan	Monthly Uptime Target	Max Monthly Downtime	SLA Credits
Starter	Best effort	No guarantee	None
Growth	99.5%	≈ 3.6 hours	10% of monthly fee
Enterprise	99.9%	≈ 43.8 minutes	Up to 30% of monthly fee

"Uptime" is calculated as: (Total minutes in month − Downtime minutes) / Total minutes in month × 100.

2. Exclusions

The following are excluded from uptime calculations:

Scheduled maintenance windows (communicated at least 48 hours in advance via email and status page).
Downtime caused by customer's own infrastructure, integrations, or misconfigurations.
Third-party carrier API outages beyond XENVIO's control.
Force majeure events (natural disasters, acts of war, government actions).
Incidents caused by customer actions that violate the Terms of Use.

3. Support Response Times

Severity	Description	Growth	Enterprise
P1 — Critical	Platform fully unavailable or data loss risk	4 hours	1 hour
P2 — High	Major feature unavailable, no workaround	8 hours	4 hours
P3 — Medium	Feature degraded, workaround available	24 hours	8 hours
P4 — Low	General questions, feature requests	72 hours	24 hours

Support hours: Growth — business days 9:00–18:00 CET. Enterprise — 24/7/365.

4. SLA Credits

If XENVIO fails to meet the guaranteed uptime in any calendar month, eligible customers may request a service credit:

Growth: 10% of the monthly fee for each 0.5% below the 99.5% target.
Enterprise: 10% of the monthly fee per 0.1% below 99.9%, up to a maximum of 30%.

Credits are applied to the next invoice and are not redeemable for cash. To claim a credit, submit a request to support@xenvio.com within 30 days of the incident with the date, duration, and description of the outage.

5. Incident Communication

Real-time status updates are published at status.xenvio.com.
P1 incidents trigger immediate email notification to account administrators.
Post-incident reports (PIR) are published within 5 business days for P1 and P2 incidents.

6. Scheduled Maintenance

XENVIO performs routine maintenance during off-peak hours (typically Sundays 02:00–06:00 CET). Customers will be notified at least 48 hours in advance. Emergency maintenance may be performed with shorter notice when required to protect platform security or integrity.

7. Modifications

XENVIO reserves the right to update this SLA with 30 days' notice. Continued use of the Service after the effective date constitutes acceptance of the revised SLA.

8. Contact

For SLA-related inquiries or to submit a credit claim, contact support@xenvio.com.