Service Level Agreement (SLA)

1. Essential Services

Essential Services means the predefined platform services provided by Putaway, at the Beneficiary's request and in the Beneficiary's interest, for the purpose of enabling the normal operation of the Putaway WMS platform, namely:

1. access to the Putaway WMS application and authenticated user accounts;
2. warehouse operational workflows, including receiving, putaway, stock visibility, picking, packing, stock adjustments, and related internal stock movements;
3. processing and administration of orders within the Putaway platform;
4. administration of the product catalog, warehouse locations, users, and operational settings included in the active pricing plan;
5. standard API endpoints and background workers directly controlled by Putaway, to the extent they are necessary for essential WMS operations.

2. Monthly Uptime Percentage

Monthly Uptime Percentage means the availability percentage of the Essential Services during a billing cycle, calculated as follows:

Monthly Uptime Percentage = (Total number of minutes in the billing cycle - Monthly downtime minutes) / Total number of minutes in the billing cycle * 100

Downtime means a confirmed period during which the Essential Services are unavailable due to a failure of systems directly controlled by Putaway.

3. Service Level Commitment

For the Essential Services included in the Beneficiary's active paid pricing plan, Putaway will use all reasonable efforts to provide a Monthly Uptime Percentage of at least 99.9% during each billing cycle.

This SLA is an obligation of means and does not represent an absolute guarantee of uninterrupted service.

4. Availability Measurement

The availability of the Essential Services is determined based on the technical records available to Putaway, including application logs, infrastructure logs, cloud/hosting provider logs, support ticket records, and other technical data reasonably available at the time the incident is reviewed.

Putaway does not guarantee the existence of a public or dedicated real-time monitoring system for the Beneficiary. In the absence of exact automated measurement, the duration of the incident will be reasonably determined based on the available technical information and the evidence submitted by the Beneficiary.

Incidents shorter than 5 consecutive minutes, minor degradation, temporary latency, or partial impairments that do not materially block the use of the Essential Services are not considered downtime.

5. Scaling, Resources, and Asynchronous Processing

The Beneficiary understands that Putaway may use dynamic scaling, resource allocation, removal, or redistribution mechanisms, including backend servers, workers, or other infrastructure components, depending on the platform usage level.

Such scaling, optimization, or resource redistribution operations do not constitute downtime under this SLA, unless they cause confirmed material unavailability of the Essential Services.

For operations processed asynchronously, such as imports, synchronizations, document generation, worker jobs, or background processing, the existence of a delay or processing queue does not constitute an SLA breach, provided that the request is accepted by the system and processed within a reasonable time considering the volume, complexity, and platform load.

6. SLA Compensation Through Add-On Credits

If the Monthly Uptime Percentage for the Essential Services falls below 99.9% during a billing cycle, and the incident is confirmed by Putaway, the Beneficiary may receive compensation in the form of additional operational add-on credits.

The compensation is calculated based on the total confirmed downtime of the Essential Services during the affected billing cycle, as follows:

For a 30-day billing cycle, the limit allowed by the 99.9% SLA is approximately 43 minutes of downtime. For billing cycles of a different duration, the limit is calculated proportionally according to the formula in Section 2.

For yearly plans, the calculation basis is the number of monthly credits included in the plan, not the total annual credits.

If the active plan does not include monthly credits or includes 0 credits, Putaway may, at its own discretion, grant reasonable compensation in the form of add-on credits, without any guaranteed minimum value.

Add-on credits granted as SLA compensation do not expire, may be used exclusively within the Putaway platform, and cannot be converted into cash, refund, discount, credit note, coupon, subscription extension, or custom development services.

The total compensation granted for a billing cycle cannot exceed 100% of the monthly credits included in the Beneficiary's active plan.

7. Compensation Eligibility

SLA compensation applies exclusively to Beneficiaries who have an active paid subscription at the time of the incident and whose Services are not suspended, restricted, or terminated under the Terms and Conditions.

Free, trial, demo, beta, experimental services, features under testing, custom developments, and third-party integrations are not eligible for SLA compensation, unless Putaway expressly confirms otherwise in writing.

8. Compensation Request Procedure

The Beneficiary must submit the compensation request in writing, by email to [email protected] or through the ticketing system, within 3 calendar days from the incident date.

The request must include at least the following information:

1. the date and time of the incident;
2. the affected account, warehouse, workflow, page, API endpoint, or operation;
3. the IP address from which the incident was observed;
4. trace-route, where technically possible;
5. screenshots, error messages, logs, order references, or other details reasonably necessary to identify and verify the incident.

If the Beneficiary does not provide the information necessary to verify the incident, Putaway may reject the compensation request.

Putaway will review the submitted information and respond within 14 business days from receiving a complete request.

9. SLA Exclusions

This SLA does not apply to unavailability, suspension, termination, delays, data processing issues, or performance issues caused directly or indirectly by:

1. scheduled maintenance, updates, migrations, or security interventions notified by Putaway where reasonably possible;
2. force majeure events or circumstances outside Putaway's reasonable control;
3. internet, DNS, electricity, network, browser, device, scanner, printer, operating system, or local infrastructure issues belonging to the Beneficiary or third parties;
4. third-party platforms, marketplaces, courier services, invoicing systems, payment processors, email/SMS providers, or other external integrations not directly controlled by Putaway;
5. actions, omissions, misconfigurations, improper use, negligence, or unauthorized interventions by the Beneficiary, its users, employees, collaborators, customers, or contractors;
6. exceeding usage limits, failure to upgrade resources, or ignoring notifications regarding limits, abusive usage, or technical constraints;
7. suspension, restriction, or termination of access under the Terms and Conditions;
8. security incidents, fraud attempts, attacks, malware, spam, scraping, denial-of-service attacks, or other hostile activities affecting the platform or its users;
9. custom software development services, beta features, experimental features, manual support operations, data imports/exports, or services not expressly included in the Essential Services;
10. minor degradation, latency, or partial impairment that does not prevent the Beneficiary from using the Essential Services in a materially functional manner.

10. Exclusive Remedy

The compensation provided under this SLA represents the Beneficiary's sole and exclusive remedy for failure to meet the Monthly Uptime Percentage, without prejudice to mandatory legal rights that cannot be contractually limited.

Putaway may, exceptionally and at its own discretion, grant another form of compensation, without this creating an obligation for future incidents.