Service Level Agreement (SLA)

1.1 Uptime Commitment

Enreship will maintain a minimum 99.5% monthly uptime for the following services:

• Enreship web application and dashboard
• Order and inventory synchronization
• Carrier rate retrieval and label generation
• Analytics and reporting modules
• Marketplace and carrier API integrations

1.2 Exclusions

The uptime commitment excludes downtime caused by:

• Scheduled maintenance (announced at least 24 hours in advance)
• Third-party outages (marketplaces, carriers, hosting providers, integrations)
• Customer-side network, device, or browser failures
• Force majeure events (natural disasters, war, governmental actions, etc.)

2.1 Marketplace Order Sync Frequency

Enreship synchronizes orders from connected platforms at the following standard intervals:

Sync frequency may vary based on marketplace throttling limits or API rate restrictions.

2.2 Error Handling

If synchronization errors occur, Enreship will automatically retry according to industry-standard exponential backoff procedures.

3.1 Label Generation Speed

For USPS, UPS, FedEx, Amazon Shipping, DHL, and OnTrac, Enreship will process label requests within:

If a carrier API is degraded, Enreship will retry or surface the appropriate carrier error.

3.2 Carrier Delivery Times

Carrier delivery standards are determined solely by the carrier. Enreship does not guarantee transit times and is not responsible for:

• Delayed, lost, misrouted, or damaged packages
• Delivery failures caused by incorrect or incomplete recipient information

This section applies only to customers using Enreship-operated fulfillment centers.

4.1 Inbound Receiving SLA

Once an inbound shipment is delivered and signed for:

Receiving includes count verification, SKU validation, condition checks, and bin assignment.

4.2 Order Fulfillment SLA

For orders released before the daily cutoff:

Cutoff times vary by facility and will be communicated to the Customer.

4.3 Inventory Accuracy

4.4 Warehouse Specialist Support

Each Customer using EFN will be assigned a warehouse specialist responsible for:

• Investigating discrepancies
• Providing photo or video verification when required
• Assisting with routing, packaging, and compliance
• Responding to inquiries within 1 business day

5.1 Support Response Times

Enreship will respond to support tickets according to priority:

5.2 Support Channels

Support may be accessed via:

• Email
• Help desk portal
• Assigned warehouse specialist (EFN customers only)

Enreship will:

• Encrypt all data in transit using TLS 1.2 or higher
• Encrypt sensitive data at rest using AES-256 or equivalent
• Maintain continuous monitoring, audit logging, and anomaly detection
• Retain Personally Identifiable Information (PII) only for operational purposes related to shipping and fulfillment
• Never use Customer or end-customer PII for marketing, profiling, or resale

Further details are available in the Security Policy and Data Processing Agreement.

If Enreship fails to meet the uptime requirement described in Section 1.1, the Customer is eligible to request a service credit equal to:

Credits:

• Apply only to subscription fees, not postage, storage, or fulfillment charges
• Must be requested within 30 days of the incident
• Are issued as account credits, not refunds

This SLA applies only when the Customer:

• Uses Enreship according to the Terms of Service
• Provides accurate product, shipment, and recipient information
• Maintains active credentials for marketplace/carrier integrations
• Follows inbound shipment guidelines for EFN
• Provides timely instructions for special handling or routing requirements

Enreship may update this SLA to reflect:

• New platform capabilities
• Additional carriers or marketplace integrations
• Operational improvements
• Legal or regulatory changes

Updated versions will be posted on the Enreship website and become effective upon publication.