Service Level Commitment
This commitment applies to Starter, Pro, Max and Enterprise plans sold by RoboTastic Limited, a company incorporated in Hong Kong SAR (business registration no. 75229437), of 20/F Wellable Commercial Building, 513 Hennessy Road, Causeway Bay, Hong Kong SAR. It forms part of our Terms of Service.
1. Availability: 99.9% a month
We commit that the ShipTastic app and its API are available at least 99.9% of the minutes in each calendar month. That allows for about 43 minutes of downtime a month. "Available" means you can sign in and load your tracked shipments; a degradation that leaves the service usable, such as a slower map, does not count as downtime.
2. What is excluded
- Scheduled maintenance, announced in the app at least 48 hours ahead and limited to 4 hours a month, normally between 02:00 and 06:00 Hong Kong time.
- Delays, gaps or errors in data from carriers, terminals, the AIS network or our tracking-data providers. We show tracking information as we receive it; this commitment covers our own platform, not their feeds.
- Outages of Stripe, email delivery, your internet connection, your browser or your own systems, and anything outside our reasonable control such as a denial-of-service attack, a cloud-region failure or force majeure.
- Downtime caused by your breach of the Terms, or by a suspension under Section 11 of the Terms.
3. How we measure it
We measure availability with an independent monitor that requests the sign-in page and the API health endpoint from outside our network every minute. A minute counts as downtime when both checks fail. We publish the previous month's figure in your account and keep the records for 12 months.
4. Service credits if we fall short
| Monthly availability | Credit on that month's plan fee |
|---|---|
| Below 99.9% but at least 99.0% | 10% |
| Below 99.0% but at least 95.0% | 25% |
| Below 95.0% | 50% |
To claim a credit, email connect@robotasticlimited.com within 30 days of the end of the month, with the dates and times you could not use the service. Credits are applied to your next invoice, are your sole remedy for missed availability, and never exceed the fee for the month concerned. They are not paid in cash and do not apply to top-up credits.
5. Support: a first reply within 24 hours
Email connect@robotasticlimited.com or use the contact form. We reply to every support request from a paid plan within 24 hours, seven days a week, with a first response from a person, not an auto-reply. Most questions are answered on the first reply; if a fix needs engineering work we tell you what we found and when to expect the next update. Enterprise customers have a named success manager and the response times in their agreement, which take precedence over this page.
6. Incidents and status
During an incident we post updates in the app and, for anything longer than 30 minutes, by email to the account owner. After any incident that counted as downtime we send a short summary of what happened and what we changed.
7. Changes
We may improve this commitment at any time. We will not reduce it for an existing paid plan without 30 days' notice by email.