FreightExchange | Privacy Policy

Service Level Agreement and Support

System Availability

The FreightExchange system availability SLA is:

Table of system availibility

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. Our status page can be found at http://status.freightexchange.com.au.

Failing that email us at tech@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 Levels Description Examples Response time
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 hour
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 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 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 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

This SLA excludes all third party systems.

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. This information will be available via our status page.

Definitions
API
means any API published on www.dev.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 Internet 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
Uptime Calculation for Website

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)