Service Level Agreement

1. Purpose of this SLA

This Service Level Agreement (SLA) describes the standard service expectations that Paradise Container Services aims to deliver for container transport coordination, consignment tracking visibility, and enterprise support responsiveness. Specific commercial contracts may define separate or higher service commitments.

2. Delivery and Operational Expectations

We plan and execute transport services using commercially reasonable care, route planning, dispatch coordination, milestone tracking, and escalation procedures. Delivery timing depends on route conditions, handover readiness, consignee availability, and external factors described in our Disclaimer.

• Shipment milestones are recorded when booking, pickup, transit, hub, delivery, or exception events are confirmed.
• Delivery sequencing may change when safety, route viability, regulatory checks, or consignee instructions require adjustment.
• High-priority enterprise consignments may receive enhanced coordination under client-specific agreements.

3. Tracking and API Availability

Our target is to keep the public tracking page and approved tracking APIs available on a commercially reasonable basis, subject to maintenance, incident handling, infrastructure updates, and third-party network dependency. Tracking data availability does not guarantee immediate real-time event publication.

• Scheduled maintenance may temporarily affect website or API access.
• Emergency changes may be applied to preserve security, stability, or data integrity.
• Enterprise integrations should implement sensible retry logic and not assume uninterrupted connectivity.

4. Support Commitments

Standard service queries are answered within 1 business day. Critical shipment incidents are escalated as soon as operational validation is completed.

Normal support hours are Monday to Saturday, 9:00 AM to 6:00 PM IST. Requests logged outside standard support windows are reviewed on the next business cycle unless subject to a separate emergency support arrangement.

• Standard enquiries: acknowledgement within 1 business day.
• Tracking discrepancy or shipment exception: reviewed by operations as quickly as validation permits.
• API access or credential issue: triaged by the responsible support team during working hours.

5. SLA Exclusions

This SLA does not apply to client-caused delays, incomplete booking data, consignee refusal, force majeure events, internet failures outside our environment, or unsupported third-party system behaviour.