Service-level summary for Business and Enterprise
This summary outlines availability, support response, and escalation paths. Executed SLA exhibits are provided during enterprise onboarding.
Service-level bands
Targets apply to Business and Enterprise programs with executed agreements. Growth tier uses best-effort support unless otherwise contracted.
Platform availability
99.5% monthly uptime target for operations coordination tools and the merchant portal, excluding scheduled maintenance windows communicated in advance.
Support response
P1 production incidents: 1-hour acknowledgement, 4-hour mitigation target. P2 issues: same business day. P3 requests: 2 business days.
Operational escalation
Active shipment exceptions escalate through dispatch ops with documented handoffs — ops@porterchain.com for live routes.
Service credits
Monthly uptime below target may qualify for service credits per the executed SLA exhibit — contact enterprise sales for tier-specific terms.
Executed exhibit on request
Procurement teams receive the full SLA exhibit with credit calculations, maintenance windows, and change management as part of MSA onboarding.
Need the executed SLA exhibit?
Contact enterprise sales during vendor review — we'll align bands to your program tier and regions.