Support
Support requests are accepted by email at info@timetocargo.com.
Support is available from Monday to Friday, from 14:00 to 23:00 UTC+8 (Asia/Hong_Kong), excluding official public holidays.
The first response time from a support specialist shall not exceed three business days. For requests submitted outside support hours, the response time starts from the next business day.
The time required for full resolution depends on the nature of the issue, its impact on Service availability, and the need to interact with third parties.
Scope of this SLA
This SLA governs the availability of TimeToCargo features that are under the control of TimeToCargo.
This SLA does not establish a target Service availability percentage. TimeToCargo does not guarantee the availability, completeness, accuracy, or timeliness of data provided by ocean carriers, ports, terminals, APIs, carrier websites, or other external sources.
The unavailability, delay, incompleteness, or inaccuracy of data from one or more ocean carriers or other external sources shall not, by itself, be considered unavailability of the TimeToCargo Service and shall not increase the incident severity level if TimeToCargo features remain available.
With respect to the API, this SLA applies only to the current major version of the TimeToCargo API. The current major version of the API is specified in the TimeToCargo integration documentation available at https://timetocargo.com/integration. Support and availability obligations for previous major versions of the API are not provided unless otherwise agreed separately.
Service Features
The main features of the Personal Account include:
- adding new Shipments for tracking;
- viewing previously added Shipments;
- scheduled updates of tracking information for tracked Shipments.
The main API features include:
- adding new Shipments one by one;
- adding new Shipments in bulk;
- viewing tracked Shipments;
- scheduled updates of tracking information for tracked Shipments.
Scheduled updates of tracking information for tracked Shipments are a main Service feature and mean that TimeToCargo performs scheduled processing of available Shipment data. The absence of new data from a carrier shall not be considered unavailability of this feature.
Secondary Service features include:
- filters in the tracked Shipments table;
- on-demand manual tracking updates;
- bulk upload of new Shipments via an Excel file;
- subscription status dashboard;
- notifications about changes in a Shipment;
- route display on the map.
Service Availability and Incident Severity Levels
The incident severity level is determined based on the actual impact of the issue on the availability of the main and secondary Service features.
Level Status Description Level 1 Service available The main Service features are available. Delays, absence, incompleteness, or inaccuracy of data from external sources may occur. Level 2 Secondary feature limitation One or more secondary Service features are unavailable or operate incorrectly, while the main Service features remain available. Level 3 Major service degradation One or more main Service features are unavailable or materially degraded due to an issue on the TimeToCargo side, while the Client can still partially use the Service. Level 4 Service outage The Client cannot use the main Service features due to a confirmed failure on the TimeToCargo side. Any error, defect, failure, or incorrect operation on the TimeToCargo side is assessed based on its actual impact on the availability of Service features.
Request Handling and Incident Communication
The Client may report a suspected limitation of Service feature availability by email at info@timetocargo.com within 14 calendar days from the date on which the issue was discovered.
To allow TimeToCargo to investigate the issue, the Client is requested to provide the account, the unavailable feature, the approximate time when the issue was discovered, and examples of Shipments or API requests if they are relevant to the request. The Client is not required to determine the incident severity level, exact period, cause, or compensation amount independently.
After receiving the request, TimeToCargo will:
- register the request and provide the first response within the timeframes specified in Section 1;
- verify whether the issue relates to TimeToCargo features or is caused by external sources;
- analyze available logs, monitoring data, API requests, and information from providers, ocean carriers, and other external sources;
- determine whether an incident occurred, as well as its severity level, period, and impact on the availability of Service features for the Client;
- inform the Client of the investigation result and, where applicable, the available compensation options.
During the investigation, TimeToCargo may request additional information from the Client that is necessary for diagnostics.
If a confirmed incident affects multiple Clients, TimeToCargo may notify affected users by email. After a confirmed incident is resolved, TimeToCargo may, where necessary, inform the Client that Service availability has been restored.
Compensation
Compensation may be considered in the event of a confirmed incident on the TimeToCargo side that materially limited the availability of the main Service features or made them unavailable to the Client.
The minimum conditions for compensation review are: a confirmed Level 4 Service outage lasting more than 3 hours, or a confirmed Level 3 limitation of main Service feature availability lasting more than 24 hours.
Compensation is not provided for Level 1 or Level 2 incidents. A limitation of secondary Service features alone does not constitute grounds for compensation if the main Service features remain available.
In the event of a confirmed compensable incident, TimeToCargo offers the Client one of the following compensation options, at the Client's choice:
- a discount for the next Subscription period;
- additional Shipments available for tracking.
Cash refunds and Subscription term extensions are not provided.
Additional Shipments may be provided in the current or next Subscription period.
The period considered when calculating compensation starts from the time the confirmed incident occurred, but no earlier than 30 calendar days before the Client's first request concerning that incident, and ends when Service availability is restored.
The amount of compensation is determined individually, taking into account the incident severity level, duration, and impact on the Client's ability to use the main Service features.
Exclusions
Compensation is not provided if the issue is caused by:
- unavailability, limitations, delays, or errors of ocean carriers or other external sources;
- absence, incompleteness, inaccuracy, or untimeliness of carrier data;
- inability to build a route due to fragmented, incomplete, or unavailable carrier data;
- scheduled maintenance of which the Client was notified in advance by email to the account email address;
- actions of the Client;
- incorrect or incomplete data provided by the Client;
- the Client's breach of the terms of use of the Service;
- issues with the Client's infrastructure;
- force majeure circumstances.