Accord de Niveau de Service

Platform Disponibilité

We commit to maintaining the following service Disponibilité levels:

• Target Uptime: 99.5% Disponibilité (excluding scheduled maintenance)
• Scheduled Maintenance: Conducted during off-peak hours with 48 hours advance notice
• Emergency Maintenance: Limited to critical security or stability issues
• Monitoring: 24/7 system monitoring and automated alerting

Service Disponibilité Calculation

Disponibilité is calculated as: (Total Heure - Downtime) / Total Heure × 100%

Downtime excludes scheduled maintenance windows and force majeure events.

Customer Assistance Response

• Email Assistance: Initial response within 4 business hours
• Téléphone Assistance: Answer within 2 minutes during business hours
• Live Chat: Initial response within 2 minutes
• Emergency Assistance: Response within 30 minutes for critical issues

Technical Assistance Response

• Critical Issues: Response within 1 hour, resolution target 4 hours
• High Priority: Response within 4 hours, resolution target 24 hours
• Medium Priority: Response within 24 hours, resolution target 72 hours
• Low Priority: Response within 48 hours, resolution target 7 days

Standard Livraison Commitments

Livraison timeframes vary by Itinéraire and service type:

• Same-Ville Livraison: 24-48 hours from Enlèvement
• Inter-Ville Livraison: 2-5 business days
• Transfrontalier Livraison: 5-10 business days (subject to Douanes clearance)
• Express Livraison: As specified at booking (typically same-day or Suivant-day)

Livraison Performance Metrics

• On-Heure Livraison Rate: Target 95% of Expéditions delivered within committed timeframe
• First Attempt Succès Rate: Target 90% successful first Livraison attempt
• Damage Rate: Target less than 0.5% of Expéditions
• Loss Rate: Target less than 0.1% of Expéditions

Timeframes exclude delays due to force majeure, Douanes, or circumstances beyond our control.

Key Performance Indicators (KPIs)

We track and report on the following Performance metrics:

• Platform Uptime: Measured monthly, target 99.5%
• Average Response Heure: Customer Assistance response times
• On-Heure Livraison Rate: Percentage of Expéditions delivered on Heure
• Customer Satisfaction Score: Target 4.5/5.0 stars
• Issue Resolution Rate: Percentage of issues resolved within SLA
• System Erreur Rate: Target less than 0.1% of transactions

Reporting

Performance metrics are reviewed monthly and reported to stakeholders. Significant deviations from targets trigger corrective action plans.

Service Credit Policy

If we fail to meet our SLA commitments, you may be eligible for service credits:

• Platform Downtime: Service credit equal to 10% of monthly subscription fee per hour of downtime (beyond 0.5% threshold)
• Late Livraison: Partial refund or credit based on delay Durée and Expédition value
• Lost Expédition: Full refund of shipping fees plus declared value (up to Assurance limit)
• Damaged Expédition: Compensation based on damage assessment and declared value

Claim Process

• Claims must be filed within 30 days of the incident
• Provide supporting documentation (Suivi number, photos, etc.)
• Claims are reviewed within 5 business days
• Approuvé credits are applied to your account or refunded within 10 business days

Limitations

Service credits are limited to the service fees paid. We are not liable for indirect, consequential, or special damages. Maximum compensation per incident is capped at the Expédition value or service fees paid, whichever is lower.

The following circumstances are excluded from SLA calculations and compensation:

• Force majeure events (natural disasters, war, pandemics, etc.)
• Douanes delays or regulatory issues
• Incorrect or incomplete information provided by customer
• Recipient unavailability or refusal to accept Livraison
• Scheduled maintenance windows (with proper notice)
• User Erreur or misuse of services
• Third-party service provider issues beyond our control
• Acts of government or regulatory authorities

Continuous Monitoring

We continuously monitor our services to ensure SLA compliance:

• Real-Heure system monitoring and alerting
• Automated Performance Suivi and reporting
• Regular service reviews and optimization
• Customer feedback collection and analysis

Service Improvement

We are committed to continuous improvement:

• Monthly Performance reviews and analysis
• Quarterly SLA target reviews and adjustments
• Regular infrastructure upgrades and optimizations
• Customer feedback integration into service improvements

We may update this Service Level Agreement from Heure to Heure to reflect changes in our services or business practices. Updates will be:

• Posted on our website with 30 days advance notice
• Communicated to Actif users via Email
• Effective 30 days after Notification

Continued use of our services after updates become effective constitutes acceptance of the updated SLA.