Here at Webshipper, we want to provide the highest possible service to all of our customers, which is why we guarantee a standard service level agreement to set out our level of availability and support. This is the standard that we are offering to ensure that you and your business can get through the week smoothly. 

Below are the standard service levels that we have across our product catalog:

Platform Uptime

To ensure that you and your business are able to do business effectively, Webshipper guarantees that the platform will have a 99.9% uptime. Uptime is measured over each calendar month. It is calculated to the nearest minute, based on the number of minutes in the given month (for example, a 31-day month contains 44,640 minutes). We measure the uptime on our API rate quote, which is what delivers shipping rates to your webshop. Should you be unable to generate shipping rates in your webshop due to an error in our API, then this will count as downtime.

If uptime for any item drops below the relevant threshold, you are eligible for a discount. This means the following month’s fee payable will be reduced on a sliding scale provided that Webshipper has been unable to meet the guaranteed uptime. The level of penalty will be calculated depending on the amount of time for which the service was unavailable, minus the downtime permitted by the SLA. Uptime measurements exclude periods of routine maintenance and backups.

Should there be any uptime issues, then it is possible to follow the changes through your Webshipper account, where there will be a status update on issues that might occur. You are also able to get a full overview through our public status page here: https://status.webshipper.com/, where you can get an overview of the API uptime and also can subscribe to get updates.

API rate limit

What is an API rate limit? In Webshipper we are limiting the number of requests that your website can make on our API connection when your customers are on the checkout page. Specifically, this API request will occur when a customer enters their address, which will prompt a shipping rate to show the cost of delivery. 

Our current standard limit of 80 requests per 40 seconds is based on data from the entire Webshipper customer base and the fluctuations that might occur throughout the year. This also means that we are adjusting these specific limits to the different events (Such as Black Friday) to ensure that your customers can checkout and view shipping rates seamlessly. 

If you are running a campaign where it is believed there will be traffic beyond the standard API rate limit, then we encourage you to inform us well in advance (72 business hours) such that we can make the necessary adjustments if needed. You make this inquiry via our support. For this reason, Webshipper accepts no responsibility for any losses related to an exceeded API rate limit if there has been no prior notice in due time. Learn more about our terms and conditions here. 

First reply time on email support

Our competent support team is available to help answer your questions or resolve your issues Monday through Friday. It is possible to get in touch with us via the following channels: 

• Phone: +45 89 87 83 15
• Email form
• Opening hours: You can check our opening hours on our website here. 

Should you reach out to us, we will strive to resolve the questions or issues as swiftly as possible. For this reason, we guarantee that the above times will hold true for our initial response via email within opening hours. However, we are not able to provide a guarantee that we can answer your question or resolve your issue within a specified resolution time, as the nature and causes of questions or problems can vary enormously.

*If you have a Whitelabel agreement with us, then please note that the first reply time only will be measured for direct interaction with whom we have made the Whitelabel agreement.