Service Level Agreement & Support

Table of system availability

Component	Availability
FreightExchange Website, including freight management functions	< 99.9%
FreightExchange APIs, including quoting, booking and tracking	< 99.9%

Technical Support

In the case of technical problems you must make all reasonable efforts to investigate and diagnose problems before contacting FreightExchange. If you need technical help, please check the support provided online by FreightExchange on the Website or visit our status page before contacting our support team. Failing that email us at support@freightexchange.com.au.

Support Prioritisation

We prioritise support requests according to the Severity Levels set out in the table below.

Table of support prioritisation

Severity	Description	Examples	Response
Level 1 – Critical Impact	The issue prevents business operations and there is no procedural workaround.	Website is not accessible. APIs are not returning results or cannot be accessed.	1-4 working hours
Level 2 – Significant impact	The issue is causing a major impact to business operations, but this can be worked around in a limited way.	Bookings can be made but carrier labels are not being automatically generated.	4-8 working hours
Level 3 – Normal impact	The issue is causing a partial loss of functionality but business operations can continue.	Minor performance degradation. Non-critical functions are not available.	8-24 working hours
Level 4 – Minimal impact	The issue is occurring on test or staging systems, is a general question, suggestion or a documentation issue.	Enhancement request. Documentation question. General enquiry.	48-72 working hours

Maintenance

Whilst FreightExchange intends that the Website and APIs should be available 24 hours a day,
seven days a week, it is possible that on occasions the Website or APIs may be unavailable for
maintenance or development activities.

Non-critical maintenance activities will be scheduled on:

Mondays to Fridays between 22:00 and 06:00 (AEST time)
Weekends between 16:00 Saturday and 06:00 Monday (AEST time)

If we have to interrupt services longer than we would normally expect, we will use reasonable
endeavours to notify all users when such maintenance will be carried out.

Exclusions

We will use our best endeavours to provide you with up to date information about any outages that might affect your ability to use FreightExchange.
SLA exclude all third party systems.

Definitions

API means any API published on https://apidocs.freightexchange.com.au/ for which you hold a valid API key.
Production System means any FreightExchange website or API excluding testing environments.
Service means the online freight management services made available (as may be changed or updated from time to time by FreightExchange) via the Website or our APIs.
Testing Environments means any FreightExchange website or API provided for systems testing only.
Third party system means any system owned and maintained by companies other than FreightExchange, including all carrier booking & tracking systems.
You means the Customer or Subscriber. “Your” has a corresponding meaning.
Website means the site at the domain www.freightexchange.com.au or any other site operated by FreightExchange.

Uptime Calculation for APIs

Total API Requests is the total number of quoting, booking or tracking requests made by you to the FreightExchange API during a billing month.

Failed API Requests are the total number of requests within Total API Requests that return an Error Code or do not respond within 2 minutes. API requests that fail due to a third party carrier outage, are not included in this total.

Monthly Uptime Percentage is calculated as Total API Requests less Failed API Requests divided by Total API Requests multiplied by 100.

Monthly Uptime Percentage is represented by the following formula:Monthly Uptime % = (Total API Requests – Failed API Requests) / Total API Requests x 100

Monthly Uptime Percentage is represented by the following formula: Monthly Uptime % = (total hours Website was available for the Monthly Period) / (the total hours for the Monthly Period)