Service Level Agreement
Transparency commitments for platform uptime, veterinary telehealth response, logistics, and customer support across all Paws Source service tiers.
Core Performance Commitments
These metrics represent baseline commitments. Tier-specific guarantees, escalation paths, and service credit eligibility are detailed below.
Support & Response Tiers
| Service Metric | Paws Starter | Paws Pro | Paws Elite |
|---|---|---|---|
| Veterinary Consult Response | Within 4 hours (Business hrs) | Within 15 minutes (24/7) | Within 8 minutes (24/7 + Priority Queue) |
| Customer Support Response | 24 hours | 4 hours | 1 hour |
| Order Tracking Updates | Every 24 hrs | Every 6 hrs | Real-time |
| Boarding/Grooming Scheduling | Standard Queue | Priority Booking | Guaranteed Slot (72hr notice) |
| Escalation Path | Email/Ticket | Live Chat + Dedicated Agent | Direct Line + Account Manager |
Service Credits & Remedies
If Paws Source fails to meet committed SLA thresholds, eligible subscribers receive service credits applied to their next billing cycle. Credits are calculated based on the severity and duration of the breach.
| Breach Type | Threshold | Credit Percentage | Max Credit Cap |
|---|---|---|---|
| Platform Downtime | 99.0% â 99.5% | 15% | 1 month subscription |
| Platform Downtime | < 99.0% | 30% | 1 month subscription |
| Vet Response Delay | Exceeds tier SLA by >2x | 10% | 2 consultations |
| Logistics Failure | Lost/Damaged Package | 110% Refund | Item value + expedited reship |
âšī¸ Eligibility Requirements
- Credits apply automatically; no claim form required for Pro/Elite tiers.
- Starter tier users must submit a support ticket within 30 days of the incident.
- Credits cannot exceed 50% of the annual subscription value.
- Service credits expire 90 days after issuance if unused.
Exclusions & Limitations
The following scenarios are excluded from SLA commitments and service credit calculations:
- Scheduled Maintenance: Announced 72 hours in advance, typically performed between 02:00â05:00 local time.
- Force Majeure: Natural disasters, cyberattacks, government-mandated service interruptions, or utility failures.
- Client-Side Issues: Inadequate internet connectivity, device incompatibility, or failure to follow veterinary instructions.
- Third-Party Carriers: Delays caused by external postal/parcel services beyond Paws Source's control (remedied via refund/reship).
- Emergency Medical Cases: Situations requiring immediate in-person veterinary attention (SLA covers telehealth triage only).
Monitoring & Reporting
Performance metrics are calculated using independent uptime monitoring and internal service logs. Monthly SLA reports are automatically emailed to all Pro and Elite subscribers by the 3rd business day of each month. Starter tier users can request reports via the dashboard.
Data retention for SLA auditing: 24 months.
Enterprise or Custom SLA?
For corporate partnerships, multi-location clinics, or fleet grooming contracts, we offer bespoke service level agreements with tailored KPIs and dedicated account management.
Contact Enterprise Sales â