MAINTENANCE AND SUPPORT GUIDELINES FOR PACEJET
Last Updated: September 6th, 2019
Support Hours and Responses
Pacejet Support is available Monday through Friday between the hours of 8:00am and 8:00pm Eastern Time, excluding national holidays. We will respond to your support request on the same business day. Support requests received outside our normal support hours will be answered on the next regular business day, excluding national holidays. If your support request is urgent and the issue is impacting your ability to ship, please state that in your request so we can assign the appropriate severity to your request.
Email and Phone Support
Pacejet Support is available Monday through Friday between the hours of 8:00am to 8:00pm Eastern Time, excluding national holidays. A Customer Care member will respond to your support request within 4 – 8 business hours, based on severity. Support requests received outside our normal support hours will be answered on the next regular business day, excluding national holidays. If your support request is urgent and the issue is impacting your ability to ship during business hours, please call the Customer Care Team at 1-877-722-3538 (Option 2) or if you prefer to email please relay the full details and severity of your issue in the email request to email@example.com.
System Maintenance and Updates
Pacejet continuously releases updates to the Pacejet solutions to introduce new features, connect new carriers, offer new ERP integrations, or correct software defects or other problems. You will be notified of new features and capabilities as they are made available, and may be offered the opportunity to participate in “early adopter” programs at your discretion.
Standard Pacejet practice is to provide a minimum of 7 days advance notice for “scheduled updates” where access to the system will be restricted or unavailable for a brief period of time. Scheduled updates will typically occur on weekends and outside of standard business hours, and you will be notified if an update must be completed during normal business hours. From time to time, Pacejet may perform “unscheduled updates” which will not involve a full 7 days advance notice but must be completed in a timely matter. Primary notification occurs via the pacejet.com/servicestatus page, please see this page for the latest information and watch for notifications in your Pacejet instance.
Pacejet Service Level Agreement
This Pacejet Service Level Agreement (“SLA”) is a policy governing the use of the Pacejet service (“Pacejet”) under the terms of the Pacejet Subscriber Agreement (the “Pacejet Agreement”) between Pacejet Logistics, Inc. (“Pacejet”, “us” or “we”) and users of Pacejet’ services (“you”). This SLA applies separately to each account using Pacejet. Unless otherwise provided herein, this SLA is subject to the terms of the Pacejet Agreement and capitalized terms will have the meaning specified in the Pacejet Agreement. We reserve the right to change the terms of this SLA in accordance with the Pacejet Agreement.
Pacejet will use commercially reasonable efforts to make Pacejet available with an Annual Uptime Percentage (defined below) of at least 99.5% during the Service Year. As part of this service commitment to customers, the following definitions apply:
“Service Year” is 365 days of available service for a complete subscription year.
“Annual Uptime Percentage” is calculated by subtracting from 100% the percentage of 5 minute periods during the Service Year in which Pacejet was in an “Unavailable” state. If you have been using Pacejet for less than 365 days, your Service Year is still the preceding 365 days but any days prior to your use of the service will be deemed to have had 100% availability. Annual Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Pacejet SLA Exclusion (defined below).
“Unavailable” means that the Pacejet environment hosting your shipping location has no external connectivity during a five minute period where you are unable to connect.
Pacejet SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of Pacejet, or any other Pacejet performance issues: (i) that result from a suspension described in the Pacejet Agreement; (ii) caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Pacejet; (iii) that result from any actions or inactions of you or any third party; (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (v) that result from “scheduled maintenance” or “unscheduled maintenance” activities where advance notification has been provided in accordance with the Pacejet Agreement ; (vi) arising from our suspension and termination of your right to use Pacejet in accordance with the Pacejet Agreement (collectively, the “Pacejet SLA Exclusions”). Access to third party carriers or other services is not included in the SLA uptime agreement, since Pacejet has no control over availability of those third party services. If availability is impacted by factors other than those explicitly listed in this agreement, we may issue a Service Credit considering such factors in our sole discretion. Under no circumstances will a Service Credit ever exceed the full value of your Pacejet subscription and Pacejet reserves the right to terminate subscriptions based on Service Credit activity.