What is Terminal49's Priority SLA?
This refers to Terminal49's service level agreement that offers enhanced or premium levels of service compared to standard agreements. It involves priority customer support, faster response times, higher uptime guarantees, and greater attention to data freshness and completeness.

Customer Support

Priority Support is Terminal49's premium customer service that guarantees faster response times for customer queries and issues. It offers an elevated level of assistance compared to standard support, ensuring that your queries and issues are addressed at the front of the line.

Channels of Communication

With Priority Support, you gain access to expedited assistance through various channels, including email, phone, and Slack. This ensures that your team can reach out in the most convenient way for them.

Benefits of Priority Support

Faster Issue Response - Priority Support guarantees that your tickets are prioritized over standard ones. Our response time to priority support tickets is 4 business hours and 1 business day for the standard ones.

Efficient Communication - a shared Slack channel includes direct access to Terminal49’s engineering team. This higher bandwidth communication allows for faster back-and-forth to resolve issues more quickly.
Dedicated Resources - We have dedicated resources from our engineering and customer support team to keep an eye on your tickets and ensure that they're prioritized over the standard ones.

Uptime

This refers to to Terminal49 services and is measured as the minutes of availability divided by the total minutes in a month, excluding planned downtime. With Priority SLA, you can access the following benefits:

Higher uptime target, 99%
If Terminal49 fails to meet 99% uptime target, customers receive a 10% service credit against the next month's API access fees.
Offers greater reliability and assurance of service availability compared to standard uptime.

Uptime	Standard SLA	Priority SLA
Uptime Percentage	95%	99%
Service Credits	No Credits	10%

Data Freshness

For 98% of containers, Terminal49 API ensures real-time updates for container milestones. This means that within 36 hours of an Ocean Carrier updating a milestone event, the API will reflect the same data, while updates from Terminals are reflected within 12 hours. With Priority SLA, Terminal49 will manually update Customer's containers if Ocean Carrier integration is unavailable, and Service Credits of 10% of impacted container costs will be applied if latency thresholds are not met, credited in the following month's subscription fees.

Data Freshness	Standard SLA	Priority SLA
Carrier Data Latency	36 hours	24 hours
Terminal Data Latency	12 hours	8 hours
Service Credits	No Credits	10%

Data Completeness

Terminal49 provides core transport milestones from primary sources, but some primary sources don't provide all events. Customers must initiate container tracking prior a milestone occurs for Terminal49 to provide it. With Priority SLA, there's a completeness guarantee of 98%. Customers may receive credits for incomplete containers beyond 2%. "Incomplete" containers lack one or more Core Transport Milestones (listed in table below) from the primary data source and have stopped tracking automatically.

Data Completeness	Standard SLA	Priority SLA
Core Transport Milestones: -Empty Out -Full In -Vessel Loaded -Vessel Departed -Transshipment Arrived -Transshipment Discharged -Transshipment Loaded -Transshipment Departed -Vessel Arrived -Vessel Berthed	95%	98%

Service Credits

To qualify for Service Credits, the Customer must notify Terminal49 within 72 hours of Downtime. Failure to do so forfeits the right to service credits. Notices must detail downtime dates, times, and other requested information by Terminal49. Terminal49 will assess and confirm credit requests, applying them to the next invoice if Uptime Percentage is not met. Credits are non-transferable, nonrefundable, and cannot be redeemed for cash. They cannot be applied if the Agreement is not renewed or if Customer's fees exceed 100% of previous payments, if invoices are overdue, or if Customer breaches the Agreement.

Priority SLA Cost

Please reach out to your Terminal49 contact for Priority SLA pricing.

Should you wish to add the priority support feature to your account, please reach out through [email protected].