What to expect as a customer of ReReady in regard to service quality, performance, and responsibilities.

Last updated October 24, 2025.

Overview

This Service Level Agreement ("SLA") describes the service performance standards that apply to the logistics and platform services ("Services") provided by ReReady ("ReReady") to its customers ("Customer") under the ReReady Terms of Service (collectively, the "Agreement").

This SLA is incorporated into and forms part of the Terms of Service. Capitalized terms not defined here have the meanings set forth in the Agreement.

1. Scope of Services

ReReady provides a web-based platform for managing outbound and inbound logistics related to Customer-owned devices. Covered functions include:

• Shipment of boxes and packaging materials to remote employees
• Return shipments of company-owned devices
• Customs documentation and declarations
• Tracking and reminder notifications
• Integration with carrier networks and internal IT asset systems

This SLA governs both (a) ReReady's software availability and performance and (b) its logistics execution and service response obligations.

2. Service Availability

ReReady will use commercially reasonable efforts to make its web application and APIs available 99.9% of the time, measured monthly ("Uptime Commitment"). The Uptime Commitment excludes:

• Scheduled maintenance (with at least 24 hours' notice)
• Emergency maintenance (to address security or availability risks)
• Outages caused by Customer systems, carriers, or third-party integrations
• Force majeure events including natural disaster or war

Measurement and Reporting: Availability is measured based on successful HTTPS requests to the ReReady platform and API endpoints. ReReady uses internal and third-party monitoring to verify uptime.

Service Credits: For Customers with a monthly recurring fee, ReReady offers service credits on the following terms:

• 5% of the monthly recurring fee for uptime below 99.9% but at or above 99.0%.
• 10% of the monthly recurring fee for uptime below 99.0%.
• Credits must be requested within 30 days following the affected month and will be applied to the next billing cycle.

3. Logistics Performance

ReReady coordinates shipments through carriers (e.g., FedEx, UPS, USPS) and fulfillment centers. While neither carrier performance nor customs agency decisions are within ReReady's direct control, ReReady commits to the following operational standards:

• Outbound box dispatch time: 95% shipped within 1 business day of order confirmation (measured monthly)
• Return shipment tracking activation: 98% of shipments receive valid tracking within 24 hours of label creation (measured monthly)
• Automated reminders: 99% of configured reminders sent on schedule (continuous)
• Tracking visibility: 95% of shipments accurately display carrier status (continuous)

ReReady will notify Customer of any systemic carrier or customs agency issues within a commercially reasonable timeframe.

4. Support and Incident Response

ReReady provides support via multiple channels from 10:00am to 5:00pm Central US time on weekdays (except federal holidays).

Severity Levels and Targets:

• Critical (P1) – Complete platform outage or inability to create/track orders.
  • Initial Response: 1 hour
  • Target Resolution: 4 hours
• High (P2) – Major feature or API failure with no workaround.
  • Initial Response: 4 hours
  • Target Resolution: 1 business day
• Medium (P3) – Partial degradation or issue with workaround.
  • Initial Response: 1 business day
  • Target Resolution: 3 business days
• Low (P4) – Minor issue or general inquiry.
  • Initial Response: 2 business days
  • Target Resolution: As scheduled

Resolution times are targets and may depend on issue complexity and third-party dependencies.

5. Maintenance and Updates

Planned Maintenance: ReReady performs routine maintenance and system updates to improve reliability and security, with advance notice via the platform or email and scheduling outside of business hours where possible.

Emergency Maintenance: Conducted only when necessary to address critical vulnerabilities or outages.

6. Data Protection and Security

ReReady maintains administrative, technical, and physical safeguards consistent with industry standards, including:

• Encryption in transit and at rest.
• Role-based access controls and monitoring.
• Secure key management.
• Operational controls aligned to SOC 2 Type II.

In the event of a confirmed data breach affecting Customer Data, ReReady will notify Customer without undue delay and follow applicable data protection laws.

7. Customer Responsibilities

• Provide accurate shipment and recipient information.
• Ensure devices are properly packaged (if not using ReReady-supplied packaging).
• Maintain valid payment information.
• Ensure any integrations (e.g., HRIS, MDM) are correctly configured.

8. Exclusions

This SLA does not apply to performance issues resulting from:

• Acts or omissions of Customer or its users or employees.
• Carrier errors, customs holds, or force majeure events.
• Internet, network, or ISP outages outside ReReady's control.
• Beta features, trials, or services designated "as-is".

9. Remedies

Service credits described in this SLA are the Customer's sole and exclusive remedy for any failure by ReReady to meet its service commitments. Credits have no cash value and may not exceed 25% of the applicable month's subscription fee.

10. Review and Modification

ReReady may update this SLA from time to time to reflect operational improvements or changes in the Services. Updated versions will be posted at https://www.reready.co/service-level-agreement, and material changes will be communicated in advance.

11. Contact

Customers can contact us at any time by visiting https://www.reready.co/support.