Service Level Agreement

Our service quality promises

Effective Date: May 2, 2026

Service level applicability

Country coverage: Country coverage follows the public market status and country-pack registry.

Entities: Default contracting entity is TWENDEX TRANSPORT NETWORK CO. - SMC LTD, Wakiso, Uganda, unless an approved country-pack annex names a local Twendex or partner entity for that market.

Product lines: Support response targets, platform availability, delivery commitments, and compensation rules for launched products.

Channels: Website/PWA, admin/support, WhatsApp, USSD, and API surfaces where the relevant market pack enables the channel for the requested product.

Framework: Uganda law and courts are the default governing framework unless a signed country-pack annex or mandatory local consumer, transport, privacy, or payment law applies for the market.

Support and regulator path: Start with Twendex support at support@twendex.com or WhatsApp +256 770 616 744 (text only). Regulator or authority paths follow the applicable market annex and mandatory local law.

Effective date: May 2, 2026

View public market launch status

This page sets the service levels Twendex aims for on active routes — uptime, support response, delivery times, and what happens if we miss a target.

1. Platform availability

We aim for 99.5% uptime excluding planned maintenance. We give 48 hours notice for planned work. Emergency fixes are only for serious security or stability issues. We monitor systems around the clock.

2. Support response

Email: first reply within 4 business hours. Live chat: within 2 minutes when available. Critical safety issues: within 30 minutes. Technical issues are prioritised by severity.

3. Delivery times

Times depend on route and product. Same-city cargo often 24–48 hours; inter-city 2–5 business days; cross-border 5–10 days. Express times are shown at booking. We target 95% on-time delivery where a time is promised.

4. How we measure

We track uptime, support speed, on-time delivery, customer satisfaction, and error rates. We review monthly and fix recurring problems.

5. If we miss a target

You may get a credit or partial refund for platform downtime, late delivery, loss, or damage — within the limits shown at booking and in our refund policy. File claims within 30 days with proof.

6. What is excluded

SLA credits do not apply for force majeure, customs delays, wrong details you provided, recipient refusal, planned maintenance, user error, or third-party outages beyond our control.

7. Monitoring and improvement

We monitor performance continuously and improve based on data and customer feedback.

8. Changes to this SLA

We may update this page with 30 days notice on the website and by email to active users.

Questions about our SLA?

Email: support@twendex.com

WhatsApp (text only): +256 770 616 744

Hours: Monday - Saturday, 8AM - 6PM EAT

Contact Support File a Claim

Service Level Agreement

Our service quality promises

Effective Date: May 2, 2026

Service level applicability

Country coverage: Country coverage follows the public market status and country-pack registry.

Entities: Default contracting entity is TWENDEX TRANSPORT NETWORK CO. - SMC LTD, Wakiso, Uganda, unless an approved country-pack annex names a local Twendex or partner entity for that market.

Product lines: Support response targets, platform availability, delivery commitments, and compensation rules for launched products.

Channels: Website/PWA, admin/support, WhatsApp, USSD, and API surfaces where the relevant market pack enables the channel for the requested product.

Framework: Uganda law and courts are the default governing framework unless a signed country-pack annex or mandatory local consumer, transport, privacy, or payment law applies for the market.

Effective date: May 2, 2026

View public market launch status

This page sets the service levels Twendex aims for on active routes — uptime, support response, delivery times, and what happens if we miss a target.

1. Platform availability

2. Support response

Email: first reply within 4 business hours. Live chat: within 2 minutes when available. Critical safety issues: within 30 minutes. Technical issues are prioritised by severity.

3. Delivery times

4. How we measure

We track uptime, support speed, on-time delivery, customer satisfaction, and error rates. We review monthly and fix recurring problems.

5. If we miss a target

You may get a credit or partial refund for platform downtime, late delivery, loss, or damage — within the limits shown at booking and in our refund policy. File claims within 30 days with proof.

6. What is excluded

SLA credits do not apply for force majeure, customs delays, wrong details you provided, recipient refusal, planned maintenance, user error, or third-party outages beyond our control.

7. Monitoring and improvement

We monitor performance continuously and improve based on data and customer feedback.

8. Changes to this SLA

We may update this page with 30 days notice on the website and by email to active users.

Questions about our SLA?

Email: support@twendex.com

WhatsApp (text only): +256 770 616 744

Hours: Monday - Saturday, 8AM - 6PM EAT

Contact Support File a Claim

Service Level Agreement

1. Platform availability

2. Support response

3. Delivery times

4. How we measure

5. If we miss a target

6. What is excluded

7. Monitoring and improvement

8. Changes to this SLA

Questions about our SLA?

Quick Links

Services

Company

Service Level Agreement

1. Platform availability

2. Support response

3. Delivery times

4. How we measure

5. If we miss a target

6. What is excluded

7. Monitoring and improvement

8. Changes to this SLA

Questions about our SLA?

Quick Links

Services

Company