Support Services Policy

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Welcome to the CustomsPlus MyCustomsInfo^(TM) Support Services Policy.

This policy was last updated 12.06.2025.

CustomsPlus Software

1.1            Introduction

This Service Level Agreement (SLA) is for MyCustomsInfo Client Portal (Portal).
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1.2           Scope of service

The Portal provides the following components and their associated services:

1.2.1       Performance Dashboard.

1.2.2      Analysis.

1.2.3      Storage.
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1.3          Availability and system performance

1.3.1       System Availability:

The Portal, including the Performance Dashboard, Analysis, and Storage components, is available 24/7/365, subject to third-party system availability.

1.3.2      Downtime and maintenance:

Maintenance windows and downtime for the Portal may occur as necessary. In such cases, CustomsPlus will use commercially reasonable efforts to communicate any known outages or maintenance windows, including those from third-party providers.
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1.4          Service levels and response times (all subject to system availability)

1.4.1       Performance Dashboard:

(a)             Available 24/7/365.

(b)             Data export is typically instant.

 1.4.2     Analysis:

(a)             Manual upload, email, or API processing of data isavailable 24/7/365.

(b)             Start of processing is usually instant upon receipt.

(c)             Visibility of data updates in the Performance Dashboardis typically available within 1 hour under normal availability.

(d)             Bulk uploads, e.g. large volumes of historical data may take longer.

(e)             Data export requests have a typical turnaround time of 24 hours.

(f)              Data deletion requests have a typical turnaround timeof 24 hours and are irreversible once completed.

 1.4.3      Storage:

(a)             Manual upload, email, or API processing is available 24/7/365.

(b)             Start of processing is usually instant upon receipt.

(c)             Document visibility is 24/7/365.

(d)             Document export requests have a typical turnaround time of 24 hours.

(e)             Document deletion requests have a typical turnaround time of 24 hours and are irreversible once completed.
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 1.5         Third-Party providers

The Portal relies on third-party providers for certain services. The availability, performance, and support of these third-party services are subject to the respective third-party's SLAs, maintenance, downtime, and unforeseen outages. CustomsPlus will use commercially reasonable efforts to communicate any known outages or maintenance windows provided by the third-party providers.
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1.6           Exclusions to the SLA

The following are exclusions from the SLA:

1.6.1       Issues caused by the Customer or Customer’s Affiliate misuse or incorrect configuration of the Software.

1.6.2       Issues caused by third-party software or services not provided by MyCustomsInfo.

1.6.3       Internet connectivity issues on the Customer or Customer’s Affiliate end.

1.6.4       Force majeure events, such as natural disasters, acts of war, or other unforeseen circumstances.

1.6.5       Scheduled maintenance windows (for both the software and the support systems).

1.6.6       Outages or performance issues caused by third-party software providers.

1.6.7       Providing technical support to any party other than the Customer and the Customer’s Affiliate.

1.6.8       Any breach by the Customer of any provision of the Agreement or the Customer’s negligence or other unlawful act or omission.
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1.7           Review and updates

This SLA may be reviewed and updated periodically. CustomsPlus will notify Customers via the Portal of any significant changes to the SLA.

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CustomsPlus Support

1.8           Introduction

This Support SLA governs the support services provided by CustomsPlus to the Customer for issues related to the MyCustomsInfo Portal only.

 1.9          Support options

The Portal is provided with the following support options:

1.9.1       Self-service.

1.9.2       Chat support.

1.9.3       Technical Support.
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1.10        Support response times and availability (all subject to system availability)

1.10.1     Self-service:

(a)             24/7/365 access to self-help resources, including how-to videos and the MyCustomsInfo Virtual Assistant.

1.10.2     Chat Support:

(a)             Available 24/7/365.

(b)             Monitoring available 8am - 5pm UK time Monday to Friday, excluding UK bank holidays.

(c)             Acknowledgement of any support message is typically within 1 business hour (during operational hours).

(d)             Typical resolution is within 24 hours or an update will be sent at least once every 24 hours if resolution takes longer.

1.10.3     Technical support:

(a)             Available 24/7/365 via ticket system for portal-related issues.

(b)             Monitoring available 8am - 5pm UK time Monday to Friday, excluding UK bank holidays.

(c)             Acknowledgement of any ticket is usually instant with any initial response within 1 hour (during operational hours).

(d)             Typical resolution is within 24 hours or an update will be sent at least once every 24 hours if resolution takes longer.
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1.11         Exclusions

The following exclusions apply to support services:

1.11.1     Issues caused by the Customer or the Customer’s Affiliate misuse or incorrect use of the Portal or services.

(a)             Issues caused by third-party software or services not provided by CustomsPlus or the Portal.

(b)             Internet connectivity issues on the Customer or Customer’s Affiliate end.

(c)             Force majeure events (e.g., natural disasters, acts of war).

(d)             Scheduled maintenance windows.

(e)             Providing technical support to any party other than the Customer and the Customer’s Affiliate.

(f)         Any breach by the Customer of any provision of the Agreement or the Customer’s negligence or other unlawful act or omission.
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1.12         Review and Updates

This SLA may be reviewed and updated periodically. The SaaS Supplier will notify Customers via the Portal of any significant changes to the SLA.