Service Level Agreement
Version 1.0. Effective June 5, 2026
This SLA forms part of the Westline Terms of Service. It defines uptime commitments and service credits for paid subscription tiers. Carrier-side operations (rate quoting, label generation, tracking) depend on third-party APIs and are governed by the Excluded Events and Shipment Operations sections below.
01Scope
This Service Level Agreement ("SLA") applies to the Westline software platform at westlinetp.com (the "Platform") and to active paid subscription tiers (SaaS and SaaS+). The SLA does not cover free or guest tiers, pass-through shipment costs, or services rendered by third parties (carriers, payment processors, authentication providers, hosting providers, or other subprocessors) that are outside Westline's direct operational control.
02Uptime Target
Westline targets ninety-nine and one-half percent (99.5%) monthly uptime for the Platform, measured as the percentage of total minutes in a calendar month during which an authenticated user can sign in to the dashboard and successfully request a rate quote, calculated as: ((total minutes − unavailable minutes) ÷ total minutes) × 100. Unavailable minutes do not count toward downtime if attributable to an Excluded Event (see below).
03Excluded Events
The following are not counted as Platform downtime: (a) scheduled maintenance windows announced at least twenty-four (24) hours in advance via the dashboard status banner or email; (b) emergency maintenance required to address security vulnerabilities; (c) outages or degradation of third-party services Westline depends on, including but not limited to UPS, FedEx, USPS, FedEx Freight, and other carrier APIs, Square (payments), Clerk (authentication), Neon (database), Vercel (application hosting), Resend (email), and Upstash (rate limiting); (d) customer-caused issues including misconfigured integrations, exhausted rate limits, expired payment methods, or non-current account status; (e) force majeure including natural disasters, internet backbone outages, government action, or other events beyond Westline's reasonable control; and (f) any beta, preview, or labeled experimental features.
04Service Credits
If monthly uptime falls below the target due to non-Excluded events, the customer's exclusive remedy is a service credit calculated as follows: (a) 99.0% to 99.49%: ten percent (10%) of the customer's monthly subscription fee for the affected month; (b) 95.0% to 98.99%: twenty-five percent (25%) of the monthly subscription fee; (c) below 95.0%: fifty percent (50%) of the monthly subscription fee. Total service credits in any one calendar month will not exceed one hundred percent (100%) of that month's subscription fee. Service credits do not apply to shipment costs, carrier billbacks, declared value charges, or any other pass-through amounts. Credits are issued against the next monthly subscription invoice and have no cash value.
05How to Claim a Service Credit
To claim a service credit, the customer must email info@westlinetp.com within thirty (30) days of the end of the affected calendar month with: (a) the customer's account email; (b) the calendar month(s) in dispute; (c) a description of the downtime experienced, including approximate dates, times, and dashboard behavior; and (d) any supporting evidence such as error screenshots or function-log references. Westline will review the request against internal monitoring data and either approve, partially approve, or deny the claim within fifteen (15) business days. Claims submitted outside the thirty-day window are not eligible.
06Shipment Operations
Rate quoting, label generation, tracking, and label voiding depend on carrier APIs that Westline does not own or operate. When a carrier API is unavailable, the affected carrier's services will be temporarily disabled in the dashboard, and other carriers (where enabled) will continue to function. Westline does not offer service credits for carrier-side outages but will use commercially reasonable efforts to restore affected functionality promptly once the underlying carrier API recovers. Shipments already booked and labeled before a carrier outage are unaffected. The package physically moves under the carrier's network and tracking will continue once the carrier API recovers.
07Support Response Times
Standard email support is available Monday through Friday, 9:00 AM to 6:00 PM U.S. Eastern Time, excluding U.S. federal holidays. Initial response targets: SaaS+ tier within four (4) business hours; SaaS tier within one (1) business day; lower tiers on a best-effort basis. Critical incidents affecting Platform availability are triaged outside of standard hours through the on-call rotation at info@westlinetp.com.
08Changes to This SLA
Westline may update this SLA from time to time. For changes that reduce customer rights or remedies, Westline will provide at least thirty (30) days advance notice via email to active subscribers. The effective date at the top of this page reflects when the SLA was last updated. Continued use of a paid subscription after the effective date constitutes acceptance of the updated SLA.
Contact
For service credit claims or SLA questions, contact info@westlinetp.com.
Westline Trade Partners LLC. 3104 North Armenia Avenue, Tampa FL 33607