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Service Level Agreement – QuickMove Technologies
General service availability, support response, maintenance, backup, recovery, exclusions, and customer responsibility framework for QuickMove hosted services.
This Service Level Agreement page provides QuickMove’s general service commitment framework. Customer-specific SLA commitments may vary based on contract, hosting model, support plan, commercial agreement, and implementation scope.
1. About QuickMove
This SLA applies to QuickMove SaaS products and hosted services unless a separate customer agreement states otherwise. QuickMove products may include Freight Forwarding Software, NVOCC Software, WMS, TMS, Moving & Removal Software, Customer Portal, Mobile Apps, AI-enabled features, and related services.
2. Service Availability
QuickMove targets high service availability for production SaaS environments. Availability targets may vary depending on hosting model, subscription plan, custom deployment, third-party dependencies, and customer-specific infrastructure.
| Service Type | Target Availability |
|---|---|
| Standard SaaS Hosting | 99.5% target uptime |
| Enterprise / Dedicated Hosting | 99.5% to 99.9% target uptime, subject to contract |
3. Support Response Targets
| Severity | Description | Target Initial Response |
|---|---|---|
| Critical | Production system unavailable or major business-critical function not usable. | Within 2 business hours |
| High | Major feature impacted with significant operational disruption. | Within 6 business hours |
| Medium | Issue affects normal use but workaround may be available. | Within 1 business day |
| Low | General query, minor issue, enhancement request, or training clarification. | Within 2 business days |
4. Maintenance
- Planned maintenance may be scheduled for upgrades, patches, security improvements, performance optimization, and infrastructure updates.
- Where practical, QuickMove will provide advance notice for planned maintenance affecting production availability.
- Emergency maintenance may be performed without prior notice when necessary to protect service security, integrity, or availability.
5. Backup and Recovery
- Backup schedules and retention periods depend on customer plan, hosting model, and contract.
- Standard hosted services may include regular backups to support recovery from operational incidents.
- Customer-specific RPO and RTO commitments should be defined in the commercial agreement where required.
6. Exclusions
Availability calculations and SLA commitments generally exclude downtime or issues caused by:
- Customer network, device, browser, firewall, DNS, email, or local infrastructure issues.
- Customer-side configuration changes, misuse, unsupported customization, or unauthorized access.
- Third-party systems, APIs, integrations, payment gateways, email/SMS services, or external platforms outside QuickMove’s control.
- Scheduled maintenance, emergency maintenance, force majeure events, cyberattacks, regulatory restrictions, or events beyond reasonable control.
7. Customer Responsibilities
- Maintain accurate user access, permissions, and contact information.
- Report incidents with details, screenshots, timestamps, and reproduction steps where possible.
- Use supported browsers, internet connectivity, and infrastructure.
- Manage internal user roles, passwords, and access control.
- Inform QuickMove of critical business deadlines where support prioritization may be needed.
Privacy Contact
For privacy questions, requests, or enterprise data protection reviews, contact admin@quickmovetech.com
QuickMove Technologies · Enterprise logistics SaaS for freight forwarding, NVOCC, WMS, TMS, moving, portals, mobile apps, and AI-enabled automation.
Email: admin@quickmovetech.com Website: www.quickmovetech.com
This page is provided for transparency and customer trust. Customer-specific contractual terms may differ and are governed by the applicable agreement between QuickMove Technologies and the customer.