(Version 1.0 Effective September 1, 2026)
This policy is published by Swiftly Systems, Inc. (“Swiftly”) and is incorporated by reference into the reseller, wholesale-channel, or distribution agreement (the “Channel Agreement”) between Swiftly and an authorized reseller (the “Reseller”). It describes how Swiftly supports the Solutions, the availability commitment, and how issues are prioritized and escalated. Capitalized terms not defined here have the meanings given in the Channel Agreement.
1. Support model
Support is delivered in two tiers. The Reseller provides first-line support to the retailers it enrolls (each, a “Retailer”), including intake and triage of issues, assistance with data feeds and content administration, and routine training and how-to support. Swiftly provides second-line support to the Reseller.
Swiftly will additionally accept support requests submitted directly by a Retailer that the Reseller has designated in writing as authorized to submit requests directly, and will copy the Reseller’s designated program contact on the resolution of any such request. The Reseller may designate up to ten (10) Retailers at any one time, and may change its designations on written notice.
2. Reporting an issue
An “Issue” is any problem, defect, error, irregularity, or incorrect functioning of the Swiftly Technology experienced by the Reseller or a Retailer. The Reseller, or a Retailer designated under Section 1, shall provide Swiftly with information and evidence of the Issue sufficient for Swiftly to reproduce and diagnose it.
Issues may be reported by phone, by email, or by submitting a ticket to support@swiftly.com.
Support hours
Swiftly makes regular support services available Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time, excluding Swiftly holidays. Response times are measured from Swiftly’s receipt of the Issue during support hours.
3. Severity levels, response and resolution
Swiftly will respond to and work to resolve Issues in accordance with the table below.
Severity | Definition | Response time | Resolution |
Level One | The Issue causes complete loss of functionality or use, significantly impedes or critically impacts business operations, or results in work stoppage. | One (1) hour | Worked continuously, including outside support hours, until remedied or a workaround is in place |
Level Two | The Issue severely restricts business operations, causing significant business impact or material degradation of functionality or use of the Solution. | Two (2) hours | Worked during support hours until remedied |
Level Three | The Solution does not conform to its documentation, but the Issue does not substantially affect use of the Solution; only minimal loss of use or functionality. | Twenty-four (24) hours | Worked primarily during support hours |
Level Four | The Issue does not affect availability, functionality, or use of the Solution and has no significant impact on business operations. | One (1) week | Worked primarily during support hours; may be remedied in a later release |
4. Escalation
An Issue that remains unresolved beyond the applicable resolution commitment will be escalated to Swiftly’s designated program contact. Where a Level One or Level Two Issue remains unresolved after twenty-four (24) hours, it will be escalated to Swiftly’s Vice President of Customer Success. Swiftly and the Reseller will review recurring or unresolved Issues at each quarterly business review.
5. Circular production deadlines
Where an Issue affects the generation, approval, or export of a circular with a scheduled publication or print deadline, the Reseller shall identify that deadline when reporting the Issue. Swiftly will treat the Issue as Level One where the deadline falls within forty-eight (48) hours and the Issue would prevent timely export.
6. Availability
Swiftly will use commercially reasonable efforts to make each Solution that is made available for interactive use through the Portal available not less than ninety-nine and one-half percent (99.5%) of the time during each calendar month, measured under Swiftly’s standard methodology. Where a Solution is delivered as periodic reporting rather than as an interactive service, the delivery cadence stated in the applicable Services Schedule applies in place of this availability commitment.
The availability commitment excludes:
• scheduled maintenance for which Swiftly has given reasonable advance notice;
• emergency maintenance;
• unavailability caused by the Reseller, a Retailer, their data or content, or their systems, networks, or third-party providers; and
• any event beyond Swiftly’s reasonable control.
7. Updates and changes to the Solutions
Swiftly may release updates, enhancements, and additional features to a Solution from time to time at no additional charge, and is responsible for testing them. Updates and changes are not a failure of performance, provided Swiftly maintains the overall functionality of the Solution as described in the applicable Services Schedule and in the product description published for that Solution (SmartCreate at swiftly.com/legal/smartcreate; Promotion Analytics at swiftly.com/legal/analytics). Swiftly will not materially degrade or remove material functionality of a Solution during the then-current term without the Reseller’s prior written consent.
8. Dependencies
Swiftly’s performance under this policy depends on the Reseller and its Retailers providing the data feeds, approvals, personnel, and contacts described in the applicable Services Schedule. Swiftly is not in breach of this policy, and no service level applies, to the extent non-performance results from a failure to meet those dependencies.
9. Changes to this policy
Swiftly may update this policy from time to time and will give the Reseller at least thirty (30) days’ written notice before a change takes effect. Swiftly will not make a change that materially reduces the service levels or support commitments described here during the then-current term without the Reseller’s written consent. Swiftly will keep the version in effect on the date of a Channel Agreement, and each later version, available to the Reseller on request.