Support & Service Availability

1. How to reach support

Channels

• Email — [email protected]. The fastest route for every issue type, and the only channel needed to open a ticket. A ticket is created automatically on receipt and you will get a confirmation with a ticket reference.
• In-app support — signed-in users can raise a ticket from the help menu in the FulfillPros application, which attaches your account, environment, and recent integration activity to the ticket automatically.
• Web form — our contact form reaches the same queue for anyone without an account.
• Legal, privacy, and data requests — [email protected]. See the Privacy Policy for how we handle data subject requests.

Support hours

Standard support hours are Monday through Friday, 9:00 a.m. to 6:00 p.m. US Eastern Time, excluding US federal holidays. Severity 1 (Critical) incidents are covered 24 hours a day, 7 days a week, including holidays.

Time targets stated in these terms are measured in support hours, except for Severity 1 targets, which are measured in elapsed clock time.

What to include in a request

Including the following in your first message materially shortens time to resolution:

• Your account or company name and the affected environment
• The severity you believe applies, and the business impact (orders stuck, channel affected, number of users blocked)
• Order, shipment, or webhook identifiers for affected records — note that raw webhook payloads are retained only 5 days, so report webhook issues promptly
• Timestamps with time zone, the steps to reproduce, and what you expected instead
• Any error messages, request IDs, or screenshots

2. Severity levels and target response times

FulfillPros assigns each ticket a severity level on receipt. “Target initial response” is the time within which a support engineer will acknowledge the ticket and begin work; it is not a resolution time. We do not commit to resolution times because they depend on the nature of the defect, but we will provide status updates at the cadence below until the issue is resolved or a workaround is in place.

If you believe a ticket has been assigned the wrong severity, say so in a reply and describe the business impact; we will reassess immediately. Severity 1 is reserved for genuine outages so that those tickets are never queued behind other work.

3. What each plan includes

The severity targets in Section 2 apply to every plan. Plans differ in the channels available to you and in the account support you receive:

Plan details are on the pricing page.

4. Service availability commitment

FulfillPros will use commercially reasonable efforts to make the FulfillPros platform available at a System Availability Level of 99.5% per calendar month, measured as described in Section 5 and excluding the events listed in Section 6.

Customers on the Scale plan, or any customer whose Order Form states a higher commitment, receive the availability level stated in that Order Form — commonly 99.9% per calendar month. Where an Order Form and these terms differ, the Order Form controls.

Order intake is designed to degrade safely. If a downstream warehouse management system or sales channel is unreachable, orders are queued and retried with exponential backoff, and are delivered in sequence once the connection is restored rather than dropped.

5. How availability is measured

Availability is calculated per calendar month, in minutes, as:

“Unavailable” means the FulfillPros production API and application are unable to process requests for all customers on an affected service, as recorded by our monitoring systems. Isolated errors, individual failed requests successfully retried, and degraded performance that does not prevent order processing are not counted as unavailability. FulfillPros’s monitoring records are the authoritative source for these measurements.

6. Exclusions

The following are excluded from the availability calculation and do not count as downtime:

• Scheduled maintenance performed within the windows in Section 7
• Emergency maintenance required to address a security or stability risk
• Force majeure events, and failures of infrastructure, networks, or utilities outside our reasonable control
• Unavailability, rate limiting, API changes, or defects in a third-party service, including sales channels, warehouse management systems, carriers, and payment providers
• Issues caused by Customer’s equipment, network, software, configuration, or credentials, including expired or revoked API tokens
• Customer’s use of the platform in a manner inconsistent with the documentation, or in excess of published rate limits
• Suspension of the service in accordance with the Terms of Service, including for non-payment
• Denial-of-service attacks and other malicious third-party acts
• Beta, trial, preview, and free-of-charge features

7. Maintenance windows

Scheduled maintenance

Scheduled maintenance will not exceed eight (8) hours in any calendar month, and FulfillPros will give at least 72 hours’ advance notice by email to account administrators. We schedule maintenance outside US business hours wherever possible.

Emergency maintenance

FulfillPros may perform emergency maintenance to address a critical software, security, or infrastructure issue. We will give commercially reasonable notice, targeting four (4) hours’ notice where circumstances permit, and will notify account administrators as soon as practicable where they do not.

8. Escalation

If a ticket has not received a response within its target time, or you are not satisfied with the progress on it:

1. Reply to the ticket with the word ESCALATE in the first line and describe the business impact. This flags the ticket for the support lead.
2. If it is still unresolved 24 support hours later, email [email protected] with the ticket reference and “Second escalation” in the subject line; the ticket is routed to engineering management.
3. Scale customers may contact their named escalation contact or account manager directly at any point.

For an active Severity 1 incident, escalate immediately rather than waiting — mark the subject line S1 and describe the impact.

9. Service credits

Where an Order Form provides for service credits, and FulfillPros fails to meet the availability level stated in that Order Form in a calendar month, Customer may request a credit against the following month’s subscription fees. Requests must be submitted to [email protected] within thirty (30) days after the end of the affected month and must include the dates, times, and impact of the unavailability.

Service credits are the sole and exclusive remedy for any failure to meet an availability commitment. Plans that do not state a service credit entitlement in an Order Form receive support and availability on the terms of this page without credits.

10. What support does not cover

Support under these terms does not include:

• Custom development, bespoke integration work, data migration, or scripting, which are available as Professional Services under an Order Form or statement of work
• Support for third-party products, including your sales channel, warehouse management system, carrier, or ERP, beyond diagnosing the FulfillPros side of an integration
• Training beyond the onboarding included with your plan, and consulting on warehouse or logistics operations
• Issues arising from unsupported configurations, modifications, or use outside the documentation
• Physical fulfillment problems — damaged, delayed, lost, or mis-picked shipments are handled by the 3PL partner that fulfilled the order, as set out in the Terms of Service

11. Changes to these terms

FulfillPros may update these Service Availability and Support terms from time to time. We will not materially reduce the availability commitment or the response targets during a paid Subscription Term. Material changes will be posted here with a revised “Last updated” date and notified to account administrators by email.

Questions about these terms can be sent to [email protected].