Plan, procure, execute, & track transportation for every shipment across your supply chain & logistics operations
A SaaS solution to help grow your business by achieving 100% perfect order execution at high volumes
Increase vehicle capacity utilization and customer promise adherence
Grow your business with omnichannel presence and automated pickups
Consolidate shipments for hub to hub movement across land and air
Real-time customer communications and collect accurate PODs
Orchestrate logistics operations with multiple 3rd party carriers
Achieve cost effective, scalable, sustainable, and customer centric deliveries
Orchestrate all your cross-border logistics operations with ease
Improve address accuracy, ensure first-attempt delivery success, reduce costs and boost customer experience
Gain end-to-end shipment visibility, get proactive alerts, and send customers live tracking links
Grow business in a dynamic world and manage operations across First, Middle & Last mile
Delight customers by seamlessly managing store and online orders across own fleet and 3rd party
Reduce freight costs & get end to end visibility across shipments
• Business Hours: Means the hours during which businesses ordinarily operate in the local jurisdiction of the Customer entity receiving or requesting the Services, excluding local public or statutory holidays.
• Change Request: Means any modification, addition, or extension to the Shipsy Platform that requires new code, configuration, or deployment beyond the correction of a defect, such as the following:
• enhancements or new features requested by the Customer;
• Customisations or localisations specific to the Customer’s business processes;
• Integrations with third-party or internal systems, data sources, or devices; and
• Any other code or scripting work undertaken by Shipsy at the Customer’s request.
• Incident: Means any unplanned interruption, degradation, or failure that prevents the Shipsy Platform from operating as intended.
• Support Ticket: Means a formal case raised by the Customer via the designated portal, email to request assistance or report an Incident.
This Service-Level Agreement (“SLA”) applies solely to Incidents related to the capabilities that have gone live, that is, the code has been deployed to the production environment, processing live transactions.
Any Change Request, including without limitation, code development, enhancement or configuration work that Shipsy performs for the Customer before being deployed to the production environment, is expressly excluded from all response-time and resolution-time commitments in this SLA.
Upon receipt of a Support Ticket, Shipsy shall promptly review the Support Ticket against the Priority Description set out in section 6 of this SLA. If the reported impact does not meet the criteria for the assigned priority as outlined in Section 6 of this SLA, Shipsy Support may re-classify the Support Ticket to the appropriate level (P1, P2, P3, or P4).
• P1 Incident (Blocker) Critical Platform Outage: The production environment is completely unavailable, causing all sites/locations (or the majority of them) to be unable to run daily operations.
• P2 Incident (High) Severe Functional Failure: One or more essential modules/features are down or unusable causing all users at one site being unable to run daily operations.
• P3 Incident (Medium) Moderate Localised Impact: An issue causing 50% of the users being unable to perform their daily operations.
• P4 Incident (Low) – Low-Impact / Service Request: “How-to” queries, administrative tasks (e.g., data extraction, user configuration), or cosmetic/interface-related issues meeting all of the following criteria:
• Impact is limited to a single user;
• Fewer than 1% of daily orders or trips or a maximum of 500 orders/trips are impacted; and
• Daily operations can continue without material disruption.
• Open the Shipsy Support widget: In your Shipsy dashboard, click the message icon at bottom-right to launch the Support channel. No access? Mail helpdesk@shipsy.io with your org name and the user list to be added.
• Go to the ticket portal: On the Support home page choose “Go to ticket portal.” You’ll be redirected to https://support.devrev.ai/shipsy/login; sign in with your DevRev credentials.
• Click + Ticket: The portal shows your open/WIP/closed items. Hit + Ticket to start a new one.
• Set severity (P1-P4): Select priority level from P1 to P4.
• Submit and track: Hit Create. The ticket lands in your list where you can monitor status, add comments, or escalate if SLAs slip.
