ShipHawk Terms and Conditions
In consideration of the mutual promises and agreements set forth in this Agreement, including the Order Form and Exhibits attached hereto, ShipHawk and Licensee agree as follows:
1. PROPRIETARY RIGHTS
a. License to Service. Subject to the terms and conditions of this Agreement, ShipHawk grants to Licensee during the Term a non-exclusive, non-transferable, non-sublicensable, limited license: (i) to access and use the software-as-a-service platform known as “ShipHawk” and located at ShipHawk.com (the “Platform”) for the sole purpose of facilitating the Licensee’s shipping needs on their own behalf or the behalves of the Licensee’s customers; and (ii) to access the documentation provided by ShipHawk (the “Documentation”) (the Platform and Documentation together, the “Service”), at the Licensee’s designated tier level (the “Tier Level”) as specified in the Order Form.
b. Restrictions on Use of Service. The Service is licensed to Licensee only. In conjunction with Licensee’s use of the Service, Licensee shall comply with all applicable laws, rules and regulations. Licensee shall not, and shall not permit any third party to: (i) copy, modify, translate, or create derivative works of the Service; (ii) create derivative works from, reverse engineer, decompile, disassemble or otherwise attempt to reconstruct, identify or discover any source code, underlying ideas, underlying user interface techniques, or algorithms of the Service, (iii) sell, lease, license, sublicense, transfer, assign, distribute, time share, offer in a service bureau, or otherwise make the Service available to or for the benefit of any third party without the express written consent of ShipHawk; (iv) attempt to circumvent any license, timing or use restrictions that are built into the Service; (v) interfere with or disrupt the integrity or performance of the Service or any third-party data contained on the Service, including, as applicable, the third-party data of Licensee’s employees, or (vi) attempt to gain unauthorized access to the Service or its related systems or networks.
c. ShipHawk Ownership of Service. Except for express licenses granted in Section 1(a) of this Agreement, ShipHawk is not granting or assigning to Licensee any right, title, or interest, express or implied, in or to ShipHawk’s intellectual property, including without limitation, the Service. ShipHawk reserves all rights in such intellectual property. ShipHawk represents and warrants that it owns the Service and Platform, and that it has the right to grant the license granted in Section 1(a).
d. Licensee Data. Licensee grants to ShipHawk a limited, non-transferable (except pursuant to Section 10(a) below) license to use the data entered into the Service by, on behalf, or for the benefit of Licensee or Licensee’s business (such data collectively, “Data”) in order for ShipHawk to perform its obligations under this Agreement, and to prevent or address issues with the Service, or for the purposes of operating or enhancing Service. Licensee represents and warrants that: (i) it owns the Data or otherwise has the right to grant the license set forth in this Section 1(d); (ii) the posting and use of Data in anonymized form as contemplated herein does not violate the privacy rights, publicity rights, copyrights, contract rights, intellectual property rights, or any other rights of any person; and (iii) the posting of Data does not result in a breach of contract between Licensee and any third party. ShipHawk owns the aggregated and statistical data derived from the operation of the Service, including, without limitation, the number and types of transactions, configurations, and reports processed through the Service and the performance results for the Service (the “Aggregated Data”). Licensee hereby grants ShipHawk the right to use and disclose Data solely (i) as anonymized, aggregate Service statistics, which cannot directly be associated with Licensee (ii) to provide, operate, manage, maintain, and enhance the Service (iii) to subcontractors and other third-party service providers (e.g., auditors and counsel) of ShipHawk on an as-needed and confidential basis, subject to the terms and conditions hereof; (iv) to enforce its rights under this Agreement; (v) if and as required by any court order, law, or governmental or regulatory agency (after, if permitted, giving reasonable notice to Licensee and using commercially reasonable efforts to provide Licensee with the opportunity to seek a protective order or the equivalent (at Licensee’s expense)); and (vi) as may otherwise be elected by Licensee within the Service.
e. Protection of Licensee Data. ShipHawk will maintain administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Licensee Data. Those safeguards will include, but will not be limited to, measures for preventing access, use, modification or disclosure of Licensee Data by ShipHawk personnel except (a) to provide the Services and prevent or address service or technical problems, (b) as compelled by law in accordance with Section 4(c) (Compelled Disclosure) below, or (c) as Licensee expressly permit in writing.
2. USE OF THE SERVICE
a. ShipHawk’s Responsibilities. ShipHawk shall use commercially reasonable efforts to make the Service available at all times, except for planned downtime and any unavailability caused by force majeure circumstances (e.g., fires, floods, acts of God, acts of government, civil unrest, Internet service provider failures or delays, denial of service attacks, etc.). ShipHawk will maintain appropriate industry standard administrative, technical and physical safeguards to protect the security, confidentiality and integrity of Data. Due to the press of business or circumstances beyond its control, ShipHawk implementation times may be delayed more than 60 days. In that event, ShipHawk will notify customers and at its sole discretion may suspend any payment obligations. Under no circumstances shall ShipHawk be liable for a breach of this Agreement unless the Service has not been implemented by one year from the Effective Date. ShipHawk will be responsible for the performance of ShipHawk personnel (including ShipHawk employees and contractors) and their compliance with ShipHawk obligations under this Agreement, except as otherwise specified herein.
b. Licensee Responsibilities. Licensee shall:
i. Be responsible for allocating Licensee resources and completing assigned deliverables to support a successful implementation per the agreed Implementation Statement of Work (ISOW). ShipHawk resources shall be made available to the Licensee as outlined and agreed in the ISOW. Should Licensee require additional weeks of implementation support beyond the scope of what was agreed in the ISOW, Licensee will be billed weekly at the agreed rate listed in their ISOW;
ii. Be responsible for providing ShipHawk all of Licensee’s credentials, rate cards, technical contacts, web service, API or otherwise required technical documentation to successfully set up Licensee’s transportation providers on the ShipHawk platform within 5 business days of the request;
iii. Be responsible for setting up a USPS account with ShipHawk using this account sign-up link https://www.pbshippingmerchant.pitneybowes.com/home?developerID=52572665 Licensee does not need an account if Licensee has an existing relationship or Negotiated Service Agreement with USPS. Creating a new USPS account with ShipHawk allows you to benchmark success with ShipHawk while accessing commercial rates;
iv. For its, and all users of the Service accessing the Service via Licensee’s account, compliance with this Agreement;
v. For using commercially reasonable efforts to prevent unauthorized access to or use of the Service, and to notify ShipHawk immediately of any such unauthorized access and/or use of which Licensee becomes aware;
vi. Use the Service only in accordance with this Agreement, the Documentation, and in compliance with applicable laws and regulations;
vii. Not remove or alter any legends, restrictions, product identification, copyright, trademark or other notices from ShipHawk. Licensee will be responsible for the performance of Licensee personnel (including Licensee employees and contractors) and their compliance with Licensee obligations under this Agreement, except as otherwise specified herein.
viii. Licensee acknowledges that, notwithstanding anything to the contrary, to the extent Licensee’s use of the Service involves any hazardous materials, customs issues, or materials or conduct otherwise prohibited by law, the terms of Exhibit E hereto (the “Prohibited Materials Addendum”) shall apply.
3. FEES AND PAYMENT
a. Fees. In consideration of the license grant set forth above in Section 1(a), Licensee shall pay ShipHawk the fees (the “Fees”) as specified in the Order Form.
i. License Subscription Fee: The License Subscription Fee includes access to the Service for the Term of License specified in the Order Form
ii. Connector Fees: Connector Fees apply when Licensee desires to add connectors not specified in your Order Form or decides to reimplement a connector after implementation is completed and signed off. Should Licensee decide connectors not explicitly listed in their Order Form are required, ShipHawk and Licensee will create a Statement of Work to add the connectors to this Agreement along with any professional services necessary to support their successful implementation. Licensee will be subject to additional subscription and one-time fees.
iii. Parcel Transaction Fees: The Parcel Transaction Fees apply when Licensee creates a new parcel shipment via the Service. The Licensee may purchase a recurring monthly allotment of a specified number of transactions. If Licensee exceeds this monthly allotment, Licensee shall be charged a pre-negotiated fee per each additional parcel transaction. Parcel Transaction Fees are due monthly for all transactions booked within the previous calendar month.
iv. Freight Transaction Fees: The Freight Transaction Fees apply when Licensee creates a new freight shipment via the Service. The Licensee may purchase a recurring monthly allotment of a specified number of transactions. If Licensee exceeds this monthly allotment, Licensee shall be charged a pre-negotiated fee per each additional freight transaction. Freight Transaction Fees are due monthly for all transactions booked within the previous calendar month.
v. Rating Fees: Rating Fees apply when Licensee’s Rate-to-Shipment Ratio exceeds seven (7) rates to one (1) shipment. In the event that Licensee requires more substantial use of the rates Service, including but not limited to testing purposes, in-cart rates, shopping-cart rates, matrix-based rates, or other external-facing rates, Licensee shall be charged $0.005 per rate request on a monthly basis.
vi. Address Validation (optional service): Address Validation Fees apply when Licensee validates an address via the Service. Licensee shall be charged a fee of $0.01 per each domestic address validation and $0.20 per each international address validation. Address validation fees are due monthly for all transactions booked within the previous calendar month.
vii. Sandbox Account (optional service): ShipHawk includes sandbox account access during implementation and 30 days post-launch at no additional charge to Licensee. If Licensee requires Sandbox access beyond this period, Licensee will need to purchase a subscription for a Sandbox Account. Should a customer opt for an Enterprise Plan, Enterprise SLA’s are to be defined in the Order Form, superseding corresponding standard SLA’s in the terms and conditions.
b. Payment Terms. Licensee agrees to provide payment for all Fees contemplated by this Agreement on or after the dates contemplated by this Agreement via ACH transfer, according to the due dates defined in the Order Form. Licensee agrees that electronic invoices sent via Email will represent the official delivery of the invoice (the “Invoice Date”), regardless of when the invoice was first viewed, received or accessed by the Client. Licensee authorizes ShipHawk to pass through interchange and conversion rate costs related to credit card processing and international transfers, if applicable. Licensee is solely responsible for providing ShipHawk accurate and complete billing and contact information and for notifying ShipHawk of any changes to such information within three (3) business days of such change by email to email@example.com. Payment obligations are non-cancelable and fees paid are non-refundable. Licensee’s failure to make any payment due hereunder by the due date shall give ShipHawk the right to terminate this Agreement, provided that ShipHawk gives Licensee notice of non-payment and ten (10) business days opportunity to cure. See Exhibit D for ACH authorization and bank account information.
c. Overdue Charges. Late Fee payments shall accrue late interest at the rate of 1.5% of the outstanding balance per month, or the maximum rate permitted by law, whichever is lower, from the date such payment was due until the date paid.
d. Taxes. Licensee shall be responsible for payment of all sales, use, property, value-added, withholding, or other federal, state or local taxes except for taxes based solely on ShipHawk’s net income. If ShipHawk is required to pay any such taxes based on the licenses granted in this Agreement or on Licensee’s use of the Service, then such taxes shall be billed to and paid by Licensee within ten (10) business days.
4. CONFIDENTIAL INFORMATION
a. Definition of Confidential Information. As used herein, “Confidential Information” means all confidential information disclosed by a Party (“Disclosing Party“) to the other Party (“Receiving Party“), whether orally or in writing, that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure. Licensee’s Confidential Information includes, but is not limited to its Data. ShipHawk Confidential Information includes, but is not limited to the Service and the terms of this Agreement. Confidential Information of each Party shall include business and marketing plans, technology and technical information, product plans and designs, and business processes disclosed by such Party and any other trade secrets and confidential or proprietary information of such Party. Confidential Information does not include any information that (i) is or becomes generally known to the public without breach of any obligation owed to the Disclosing Party, (ii) was known to the Receiving Party prior to its disclosure by the Disclosing Party without breach of any obligation owed to the Disclosing Party, (iii) is received from a third party without breach of any obligation owed to the Disclosing Party, or (iv) was independently developed by the Receiving Party.
b. Protection of Confidential Information. The Receiving Party shall use the same degree of care that it uses to protect the confidentiality of its own confidential information of like kind (but in no event less than reasonable care) (i) not to use any Confidential Information of the Disclosing Party for any purpose outside the scope of this Agreement, and (ii) except as otherwise authorized by the Disclosing Party in writing, to limit access to Confidential Information of the Disclosing Party to those of its and its affiliates’ employees, contractors and agents who need such access for purposes consistent with this Agreement and who have signed confidentiality agreements with the Receiving Party containing protections no less stringent than those herein. Neither Party shall disclose the terms of this Agreement or any Order Form to any third party other than its affiliates and their legal counsel and accountants without the other Party’s prior written consent.
c. Compelled Disclosure. The Receiving Party may disclose Confidential Information of the Disclosing Party if it is compelled by law to do so, provided the Receiving Party gives the Disclosing Party prior notice of such compelled disclosure (to the extent legally permitted) and reasonable assistance, at the Disclosing Party’s cost, if the Disclosing Party wishes to contest the disclosure. If the Receiving Party is compelled by law to disclose the Disclosing Party’s Confidential Information as part of a civil proceeding to which the Disclosing Party is a party, and the Disclosing Party is not contesting the disclosure, the Disclosing Party will reimburse the Receiving Party for its reasonable cost of compiling and providing secure access to such Confidential Information. Disclosure of Confidential Information in accordance with this provision does not affect the Receiving Party’s obligations of confidentiality with respect the Confidential Information disclosed.
5. REPRESENTATIONS AND WARRANTIES
a. Representations. Each party represents that it has validly entered into this Agreement and has the legal power to do so.
b. ShipHawk Warranties. ShipHawk warrants that: (a) it is duly organized, validly existing and in good standing as a corporation or other entity as represented herein under the laws and regulations of its jurisdiction of incorporation, organization or chartering; (b) it has the right, power and authority to enter this Agreement and to grant the rights and licenses granted hereunder and to perform all of its obligations hereunder; (c) the execution of this Agreement by its representative whose signature is set forth at the end hereof has been duly authorized by all necessary corporate or organizational action of the Party. We warrant that during an applicable subscription term (i) this Agreement, the Order Forms and the Documentation will accurately describe the applicable administrative, physical, and technical safeguards for protection of the security, confidentiality and integrity of Licensee Data, (ii) ShipHawk will not materially decrease the overall security of the Services, (iii) the Services will perform materially in accordance with the applicable Documentation, and, ShipHawk will not materially decrease the overall functionality of the Services. For any breach of a warranty above, Licensee’s exclusive remedies are those described in the “Termination” and “Refund or Payment upon Termination” sections below.
c. Disclaimers. EXCEPT AS EXPRESSLY PROVIDED HEREIN, NEITHER PARTY MAKES ANY WARRANTY OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, AND EACH PARTY SPECIFICALLY DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW. SERVICES ARE PROVIDED “AS IS,” EXCLUSIVE OF ANY WARRANTY WHATSOEVER. EACH PARTY DISCLAIMS ALL LIABILITY AND INDEMNIFICATION OBLIGATIONS FOR ANY HARM OR DAMAGES CAUSED BY ANY THIRD-PARTY HOSTING PROVIDERS.
6. MUTUAL INDEMNIFICATION.
a. Indemnification by ShipHawk. We will defend Licensee against any claim, demand, suit or proceeding made or brought against Licensee by a third party alleging that any Service infringes or misappropriates such third party’s intellectual property rights (a “Claim Against Licensee”), and will indemnify Licensee from any damages, attorney fees and costs finally awarded against Licensee as a result of, or for amounts paid by Licensee under a settlement approved by ShipHawk in writing of, a Claim Against Licensee provided Licensee (a) promptly give ShipHawk written notice of the Claim Against Licensee (b) give ShipHawk sole control of the defense and settlement of the Claim Against Licensee (except that ShipHawk may not settle any Claim Against Licensee unless it unconditionally releases Licensee of all liability), and (c) give ShipHawk all reasonable assistance, at ShipHawk’s expense. If ShipHawk receives information about an infringement or misappropriation claim related to a Service, ShipHawk may in our discretion and at no cost to Licensee (i) modify the Services so that they are no longer claimed to infringe or misappropriate, without breaching our warranties, (ii) obtain a license for Licensee’s continued use of that Service in accordance with this Agreement, or (iii) terminate Licensee subscriptions for that Service upon 30 days’ written notice and refund Licensee any prepaid fees covering the remainder of the term of the terminated subscriptions. The above defense and indemnification obligations do not apply to the extent a Claim Against Licensee arises from a Non-ShipHawk Application or Licensee use of the Services in violation of this Agreement, the Documentation or applicable Order Forms.
b. Indemnification by Licensee. Licensee will defend ShipHawk against any claim, demand, suit or proceeding made or brought against ShipHawk by a third party alleging that any of Licensee Data infringes or misappropriates such third party’s intellectual property rights, or arising from Licensee use of the Services in violation of the Agreement, the Documentation, Order Form or applicable law (each a “Claim Against ShipHawk”), and Licensee will indemnify ShipHawk from any damages, attorney fees and costs finally awarded against ShipHawk as a result of, or for any amounts paid by ShipHawk under a settlement approved by Licensee in writing of, a Claim Against ShipHawk, provided ShipHawk (a) promptly give Licensee written notice of the Claim Against ShipHawk, (b) give Licensee sole control of the defense and settlement of the Claim Against ShipHawk (except that Licensee may not settle any Claim Against ShipHawk unless it unconditionally releases ShipHawk of all liability), and (c) give Licensee all reasonable assistance, at Licensee expense.
c. Exclusive Remedy. This Section 6 states the indemnifying party’s sole liability to, and the indemnified party’s exclusive remedy against, the other party for any type of claim described in this Section 6.
7. LIMITATION OF LIABILITY.
a. Limitation of Liability. IN NO EVENT SHALL THE AGGREGATE LIABILITY OF EACH PARTY TOGETHER WITH ALL OF ITS AFFILIATES ARISING OUT OF OR RELATED TO THIS AGREEMENT EXCEED THE TOTAL AMOUNT PAID BY YOU AND YOUR AFFILIATES HEREUNDER FOR THE SERVICES GIVING RISE TO THE LIABILITY IN THE TWELVE MONTHS PRECEDING THE FIRST INCIDENT OUT OF WHICH THE LIABILITY AROSE. THE FOREGOING LIMITATION WILL APPLY WHETHER AN ACTION IS IN CONTRACT OR TORT AND REGARDLESS OF THE THEORY OF LIABILITY, BUT WILL NOT LIMIT YOUR AND YOUR AFFILIATES’ PAYMENT OBLIGATIONS UNDER THE “FEES AND PAYMENT” SECTION ABOVE.
b. Exclusion of Consequential and Related Damages. IN NO EVENT WILL EITHER PARTY OR ITS AFFILIATES HAVE ANY LIABILITY ARISING OUT OF OR RELATED TO THIS AGREEMENT FOR ANY LOST PROFITS, REVENUES, GOODWILL, OR INDIRECT, SPECIAL, INCIDENTAL, CONSEQUENTIAL, COVER, BUSINESS INTERRUPTION OR PUNITIVE DAMAGES, WHETHER AN ACTION IS IN CONTRACT OR TORT AND REGARDLESS OF THE THEORY OF LIABILITY, EVEN IF A PARTY OR ITS AFFILIATES HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR IF A PARTY’S OR ITS AFFILIATES’ REMEDY OTHERWISE FAILS OF ITS ESSENTIAL PURPOSE. THE FOREGOING DISCLAIMER WILL NOT APPLY TO THE EXTENT PROHIBITED BY LAW.
8. TERM AND TERMINATION
a. Term of Agreement. The Term (“Term”) of the Agreement shall begin on the Effective Date and continue for the Term of License specified in the Order Form.
b. Term of Purchased Subscriptions. The term of each subscription shall be as specified in the applicable Order Form. Except as otherwise specified in an Order Form, subscriptions will automatically renew for additional periods equal to the expiring subscription term or one year (whichever is shorter), unless either party gives the other notice of non-renewal at least 30 days before the end of the relevant subscription term. The per- unit pricing during any renewal term is subject to change. Except as expressly provided in the applicable Order Form, renewal of promotional or one-time priced subscriptions will be at ShipHawk’s applicable list price in effect at the time of the applicable renewal. Notwithstanding anything to the contrary, any renewal in which subscription volume for any Services has decreased from the prior term will result in re-pricing at renewal without regard to the prior term’s per-unit pricing.
c. Termination. A party may terminate this Agreement for cause (i) upon 30 days written notice to the other party of a material breach if such breach remains uncured at the expiration of such period, or (ii) if the other party becomes the subject of a petition in bankruptcy or any other proceeding relating to insolvency, receivership, liquidation or assignment for the benefit of creditors.
d. Refund of Payment upon Termination. If this Agreement is terminated by Licensee in accordance with 8(c), ShipHawk will refund you any prepaid fees covering the remainder of the term of all Order Forms after the effective date of termination. If this Agreement is terminated by ShipHawk in accordance with 8(c), Licensee will pay any unpaid fees covering the remainder of the term of all Order Forms. In no event will termination relieve Licensee of Licensee’s obligation to pay any fees payable to ShipHawk for the period prior to the effective date of termination.
e. Licensee Data. Upon request by Licensee made within 30 days after the effective date of termination or expiration of this Agreement, ShipHawk will make Licensee Data available for export. After such 30-day period, ShipHawk will have no obligation to maintain or provide any Licensee Data.
g. Survival. All terms and provisions of this Agreement, including any exhibits, which by their nature are intended to survive any termination or expiration of this Agreement, shall so survive.
f. Website Terms of Service. Use of the Service by Licensee and its customers is subject to ShipHawk’s Terms of Service listed at https://shiphawk.com/tos, incorporated herein by reference, which may be updated from time to time in accordance with the terms thereof without notice.
9. NOTICES, GOVERNING LAW AND JURISDICTION
a. Manner of Giving Notice. Except as otherwise specified in this Agreement, all notices related to this Agreement will be in writing and will be effective upon (a) personal delivery, (b) the second business day after mailing, or (c), except for notices of termination or an indemnifiable claim (“Legal Notices”), which shall clearly be identifiable as Legal Notices, the day of sending by email. Billing-related notices to Licensee will be addressed to the relevant billing contact designated by Licensee. All other notices to Licensee will be addressed to the relevant Services primary contact designated by Licensee on Order Form.
b. Governing Law and Jurisdiction. This Agreement is governed by and construed under the laws of the State of Delaware without reference to conflict of laws principles. All disputes arising out of or related to this Agreement will be subject to the exclusive jurisdiction of the state and federal courts located in the State of Delaware, and the Parties agree and submit to the exclusive jurisdiction and venue of these courts.
c. No Agency. For the avoidance of doubt, ShipHawk is entering into this Agreement as principal and not as agent for any other Hawk Applications Corp. company. The obligations owed by ShipHawk under this Agreement shall be owed to Licensee solely by ShipHawk and the obligations owed by Licensee under this Agreement shall be owed solely to ShipHawk.
10. GENERAL PROVISIONS
a. Export Regulations. Licensee agrees to comply with all applicable export and re-export control laws and regulations, including the Export Administration Regulations (“EAR”) maintained by the U.S. Department of Commerce, trade and economic sanctions maintained by the Treasury Department’s Office of Foreign Assets Control, and the International Traffic in Arms Regulations (“ITAR”) maintained by the Department of State. Specifically, Licensee covenants that it shall not — directly or indirectly — sell, export, re-export, transfer, divert, or otherwise dispose of any products, software, or technology (including products derived from or based on such technology) received from ShipHawk under this Agreement to any destination, entity, or person prohibited by the laws or regulations of the United States, without obtaining prior authorization from the competent government authorities as required by those laws and regulations. Licensee agrees to indemnify, to the fullest extent permitted by law, ShipHawk from and against any fines or penalties that may arise as a result of Licensee’s breach of this provision. This export control clause shall survive termination or cancellation of this Agreement.
b. Anti-Corruption. Licensee agrees that Licensee has not received or been offered any illegal or improper bribe, kickback, payment, gift, or thing of value from any Company employee or agent in connection with this Agreement. Reasonable gifts and entertainment provided in the ordinary course of business do not violate the above restriction. If Licensee learns of any violation of the above restriction, Licensee will use reasonable efforts to promptly notify ShipHawk Legal Department at firstname.lastname@example.org.
c. Entire Agreement. This Agreement is the entire agreement between You and Us regarding Your use of Services and Content and supersedes all prior and contemporaneous agreements, proposals or representations, written or oral, concerning its subject matter. Except as otherwise provided herein, no modification, amendment, or waiver of any provision of this Agreement will be effective unless in writing and signed by the party against whom the modification, amendment or waiver is to be asserted. The parties agree that any term or condition stated in Your purchase order or in any other of Your order documentation (excluding Order Forms) is void. In the event of any conflict or inconsistency among the following documents, the order of precedence shall be: (1) the applicable Order Form, (2) this Agreement, and (3) the Documentation.
d. Assignment. Neither party may assign any of its rights or obligations hereunder, whether by operation of law or otherwise, without the other party’s prior written consent (not to be unreasonably withheld); provided, however, either party may assign this Agreement in its entirety (together with all Order Forms), without the other party’s consent to its Affiliate or in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of its assets. Notwithstanding the foregoing, if a party is acquired by, sells substantially all of its assets to, or undergoes a change of control in favor of, a direct competitor of the other party, then such other party may terminate this Agreement upon written notice. In the event of such a termination, ShipHawk will refund to Licensee any prepaid fees allocable to the remainder of the term of all subscriptions for the period after the effective date of such termination. Subject to the foregoing, this Agreement will bind and inure to the benefit of the parties, their respective successors and permitted assigns.
e. Professional Services. Each work product and/or milestone separately set forth as such in the applicable Statement of Work will be subject to acceptance testing by Licensee to verify that the work product and/or milestone satisfies the acceptance criteria in each Statement of Work. If no specific acceptance criteria are set forth in the applicable Statement of Work, the acceptance criteria will be Licensee’s commercially reasonable determination that the work products and/or milestones conform to and function in accordance with the proposals, descriptions and specifications set forth in the applicable Statement of Work and are free from defects in materials, workmanship, performance and functionality. If there is no time frame specified in the applicable Statement of Work, Licensee will have fifteen (15) business days after delivery of the relevant work product and/or milestone to notify ShipHawk of its acceptance or rejection of the work product in writing. If Licensee has not issued such written notification to ShipHawk within the applicable time frame, the affected work product and/or milestone will be deemed accepted. If Licensee rejects the work product and/or milestone in writing during the testing period, ShipHawk will attempt to remedy the specified defects and resubmit the affected work product and/or milestone to Licensee within ten (10) business days of the date of initial rejection or such other time period as agreed in writing by the parties, at which time the acceptance testing procedure will be repeated. If the work product fails acceptance testing this second time, Licensee may provide Company with a subsequent opportunity to remedy the defects and resubmit the work product for Acceptance Testing or finally reject the work product and pursue any rights or remedies as set forth in the Agreement, at law or in equity. Should a customer opt for an Enterprise Plan, Enterprise SLA’s are to be defined in the Order Form, superseding corresponding standard SLA’s in the terms and conditions.
f. Marketing and Advertising. Licensee agrees that ShipHawk may reference Licensee as a customer and use Licensee’s logo for that purpose on website and other collateral. Licensee must approve all other advertising, sales, promotional, or other publicly available materials or collateral used by ShipHawk as it pertains to the nature of this Agreement. ShipHawk must approve all advertising, sales, promotional, or other publicly available materials or collateral used by Licensee as it pertains to the nature of this Agreement.
g. Relationship of the Parties. The parties are independent contractors. This Agreement does not create a partnership, franchise, joint venture, agency, fiduciary or employment relationship between the parties.
h. Waiver. No failure or delay by either party in exercising any right under this Agreement will constitute a waiver of that right.
i. Transportation Broker Authority. ShipHawk enters into this contract in its capacity as a broker for the transportation of property, pursuant to the authority set forth in 49 U.S.C. Section 13901 (a) & (b)(1)-(2) and 49 U.S.C. Section 13904 (DOT 2404410, MC 821571).
j. Severability. If any provision of this Agreement is held by a court of competent jurisdiction to be contrary to law the remaining provisions of this Agreement will remain in full force and effect.
Setup and Implementation Services
Implementation Services are designed to expedite Licensee’s ability to launch ShipHawk in the most effective manner possible, create accountability for both parties, provide consultative guidance on carrier and network best practices, and to ensure data integrity between ShipHawk and Licensee. The following document is intended to describe the purpose and structure of implementation services so that Licensee has a clear picture and understanding of how the ShipHawk implementation process works. Typical implementation (end-to-end) takes ninety (90) to one-hundred twenty (120) days. Should a customer opt for an Enterprise Plan, Enterprise SLA’s are to be defined in the Order Form, superseding corresponding standard SLA’s in the terms and conditions.
2. KEY MILESTONES
Implementation Services are broken down into the following events. Timelines are ultimately driven by prioritization and effort by Licensee. ShipHawk time estimates are based on historical implementation data and do not obligate either party to meet any specific timeline.
Kickoff (Est. 1 week)
Within two weeks of the effective date:
ShipHawk provisions Licensee dedicated Project Manager
Licensee and ShipHawk review implementation objectives and success metrics
ShipHawk pulls together documentation to support objectives
Licensee and ShipHawk review standard implementation process
ShipHawk provides access to tools and documentation
Technical Discovery (Est. 1 week)
Licensee and ShipHawk review data flow between systems and technical requirements of proposed solution design to create a specific project plan
Licensee and ShipHawk review work done to date, use cases, and technical requirements
Licensee and ShipHawk discuss preferred rating, packing, and shipping strategies and high-level business rules
Initial Configuration (Est. 3 weeks)
ShipHawk and Licensee configure account, users, products, and carriers
ShipHawk confirms configuration and business rules with Licensee
Professional Service (Optional)
Only applicable if Licensee requires custom development
Licensee provides all details required to support development
ShipHawk begins custom development
Estimate time varies
Initial User Acceptance Testing – UAT (Est. 3 weeks)
Licensee stakeholders review and accept configuration in Test environment
ShipHawk reviews flow between systems for data integrity
Licensee signs off that testing is complete
Production Configuration (Est. 3 days)
ShipHawk migrates the approved configuration to Production environment
Final UAT (Est. 2 weeks)
Licensee stakeholders review and accept configuration in Production environment
ShipHawk reviews flow between systems for data integrity
Licensee signs off that testing is complete
Train the Trainer (Est. 1 week)
ShipHawk provides training to appropriate Licensee members
Licensee’s Trainer trains wider staff on the platform
Launch (Est. 5 days)
Licensee launches platform with ShipHawk API
ShipHawk and Licensee complete production test cases
Licensee signs off on successful launch
Post-Launch “Stabilization” (ongoing service)
Implementation modifications, adjustments for production post-launch
Ongoing customer success
3. IMPLEMENTATION AND CUSTOMER SUCCESS
After signing on, ShipHawk will assign a dedicated representative to work with Licensee for their implementation. The implementation representative will act as a single point of contact for Licensee to shepherd the technical implementation. This representative will coordinate a Kick Off Call to jump start your implementation process and will provide you with the documentation and guidance to expedite your implementation and launch of ShipHawk for your business.
4. ACCOUNT CONFIGURATION
Sandbox/Production web and API access. After the kick off call, the ShipHawk Representative will configure and provision both Sandbox and Production ShipHawk accounts for Licensee, and will provide API key details to Licensee development team. In the event that Licensee is utilizing a free trial account, the ShipHawk representative will update existing account to appropriate plan-based feature set so that Licensee has access to all functionality required to support their integration.
Account branding. Where applicable, if Licensee Order Form includes account branding, ShipHawk will request SVG formatted logo and customer brand colors (in HEX) to appropriately set up the Licensee’s brand throughout their ShipHawk account, including the Web Portal, branded tracking page and branded tracking emails.
User configuration. After setting up the account, ShipHawk will provision a user login with administrative permissions for Licensee based on initial kick off call. After provisioning the initial account, Licensee administrator can add or revoke user access at any time.
Carrier configuration. Following basic configuration, ShipHawk begins customized setup for all carriers required by Licensee. Licensee will be required to provide carrier credentials or other required information to support setup of each carrier.
Product synchronization. Where applicable, ShipHawk will help Licensee load initial product data into the system via CSV. This is a one-time service provided as part of the implementation to help Licensee get started as quickly as possible with the service. Licensee will be trained on how to upload and maintain product data both through the integration or by using CSV files to manually, periodically update Licensee product data.
Thermal printer connection. If Licensee is using the ShipHawk web portal to access and print thermal labels, ShipHawk will work with designated contact by Licensee to setup and configure hardware connectivity for use. Supported printers include Zebra series printers equipped with 203DPI print heads. If Licensee requires other hardware access, this is possible through a professional service request.
Supported printers. PDF and ZPL (203DPI) printers listed at https://www.printnode.com/en/docs/supported-printers
Supported scales. https://www.printnode.com/en/docs/supported-scales
Supported dimensioners. ExpressCube 265 and 480 models
Additional hardware. Other hardware may be added through a formal Statement of Work and associated professional service fees that may be required to support such hardware.
Remote service. Implementation Services are conducted remotely. Should Licensee require on-site assistance, Licensee would be responsible for any and all travel related expenses in addition to an hourly fee.
Language of Success. Unless specific arrangements are made in writing in advance, all Account Management will be provided by ShipHawk in English.
Scope of Support. ShipHawk is not obligated to provide technical assistance if (a) the Platform has not been used in a manner consistent with its documentation; (b) a non-ShipHawk system on which Platform is installed is not functioning properly or doesn’t meet published specifications; (c) Platform has been altered or modified by any party other than ShipHawk; (d) ShipHawk is not able, after commercially reasonable efforts, to replicate any error or problem in the Platform within the ShipHawk development environment. ShipHawk does not provide support for third-party software or hardware.
5. DESCRIPTION OF IMPLEMENTATION SUPPORT LEVELS
ShipHawk ShipHawk Solutions Engineers (SE) will work with the licensee for 1 hour each day for two weeks. Together with the licensee, our SE’s will work with the licensee to get the basics configured for their ShipHawk account. Tasks typically completed in that time; NetSuite connection, carrier setup, item synchronization, basic shipping policies, warehouse configuration, and user configuration. This package is limited to accounts that do not need International parcel, HazMat, LTL shipments, or eCommerce connections configured. The last meeting will wrap up with a 1 hour training session which is recorded and can be shared with your larger team.
Our most common onboarding package. Our team will work with you to get your ShipHawk account, ERP Integration, eCommerce Integration, and overall rules and policies configured. Solutions Engineers will work with the licensee for 1 hour weekly sessions, and up to 1.5 hours for offline work or takeaways. Each week’s progress will be documented in our project management tool with each party assigned responsibilities/actions for things to work on for the upcoming week. Our SE’s will work with the licensee to test out configurations, rules, as well as troubleshoot any ShipHawk related issues along the way. Overages are applied to accounts where the licensee has not allocated the appropriate resources in order to achieve the agreed upon target launch date. This includes not responding to a ShipHawk SE’s repeated attempts to get in contact with licensee or pushing the launch date out for a reason outside of ShipHawk’s control.
The accelerated onboarding package will allow our customers who wish to move faster through implementation to do so. Our team will work with you to get your ShipHawk account, ERP Integration, eCommerce Integration, and overall rules and policies configured. Solutions Engineers will work with the licensee for 2-1 hour weekly sessions, and up to 3 hours for offline work or takeaways. Each week’s progress will be documented in our project management tool with each party assigned responsibilities/actions for things to work on for the upcoming week. Our SE’s will work with the licensee to test out configurations, rules, as well as troubleshoot any ShipHawk related issues along the way. Overages are applied to accounts where the licensee has not allocated the appropriate resources in order to achieve the agreed upon target launch date. This includes not responding to a ShipHawk SE’s repeated attempts to get in contact with licensee or pushing the launch date out for a reason outside of ShipHawk’s control.
The Premium onboarding package is ideal for our customers who are towards the end of the ERP or WMS implementations. This plan will allow for very quick onboarding and faster realization of all of the platform benefits. Our team will work with you to get your ShipHawk account, ERP Integration, eCommerce Integration, and overall rules and policies configured. Solutions Engineers will work with the licensee for 4-1 hour weekly sessions, and up to 4 hours for offline work or takeaways. Each week’s progress will be documented in our project management tool with each party assigned responsibilities/actions for things to work on for the upcoming week. Our SE’s will work with the licensee to test out configurations, rules, as well as troubleshoot any ShipHawk related issues along the way. Overages are applied to accounts where the licensee has not allocated the appropriate resources in order to achieve the agreed upon target launch date. This includes not responding to a ShipHawk SE’s repeated attempts to get in contact with licensee or pushing the launch date out for a reason outside of ShipHawk’s control.
For customers on extremely tight timelines, or are looking to implement as fast as possible. Our dedicated package will allocate a ShipHawk Solutions engineer full time to your project from start to finish. Our team will work with you to get your ShipHawk account, ERP Integration, eCommerce Integration, and overall rules and policies configured. Solutions Engineers will work with the licensee every day (as needed) in order to implement ShipHawk as fast as possible. Each day’s progress will be documented in our project management tool with each party assigned responsibilities/actions for things to work on for the upcoming day. Our SE’s will work with the licensee to test out configurations, rules, as well as troubleshoot any ShipHawk related issues along the way. Overages are applied to accounts where the licensee has not allocated the appropriate resources in order to achieve the agreed upon target launch date. This includes not responding to a ShipHawk SE’s repeated attempts to get in contact with licensee or pushing the launch date out for a reason outside of ShipHawk’s control.
Customer Success Services
ShipHawk Customer Success Program provides technical assistance for the ShipHawk Platform, access to ShipHawk’s ticketing system, platform documentation and release notes for the Platform. Should a customer opt for an Enterprise Plan, Enterprise SLA’s are to be defined in the Order Form, superseding corresponding standard SLA’s in the terms and conditions.
2. CUSTOMER SUCCESS
Operational Assistance. ShipHawk’s Customer Success staff provides system expertise to support the Customer’s ongoing use of ShipHawk Platform services.
Remote Training. ShipHawk’s Customer Success staff provides training on ShipHawk Platform functionality. All training is conducted remotely and covers use of Platform only.
Technical Assistance. ShipHawk’s Customer Success staff provides technical assistance to support the administration of the ShipHawk Platform.
Language of Success. Unless specific arrangements are made in writing in advance, all Customer Success will be provided by ShipHawk in English.
Scope of Support. ShipHawk is not obligated to provide technical assistance if (a) the Platform has not been used in a manner consistent with its documentation; (b) a non-ShipHawk system on which Platform is installed is not functioning properly or doesn’t meet ShipHawk’s published specifications; (c) Platform has been altered or modified by any party other than ShipHawk; (d) ShipHawk is not able, after commercially reasonable efforts, to replicate any error or problem in the Platform within the ShipHawk laboratory environment. ShipHawk does not provide support for third-party software or hardware.
3. ISSUE REPORTING
Issue Severity and Prioritization. The Customer should determine the severity of a support issue. ShipHawk may reclassify the priority level upward or downward and modify the order, classifications and method of responding to and/or addressing such issues, if any, at any time based on the following classifications:
- S1 – Urgent: Complete loss of application functionality causing a critical impact on business operations: inability to rate, ship, print labels, generate quotes or print end of day manifests.
- S2 – High: Platform is operative but performance is seriously degraded or restricted with a significant impact on business operation.
- S3 – Medium: Platform is usable but non-critical functionality or system components are affected while most operation is unaffected.
- S4 – Low: Includes questions, requests for information, documentation inquiries, or other non-critical system related issues. Operations are not affected.
Responses. During normal business hours between 8:30 am – 5:00 pm PST, Monday – Friday (excluding United States public holidays), ShipHawk will respond to S1 issues within 2 hours, S2 issues within 4 business hours, S3 and S4 issues within 48 hours, during designated support hours. If support requests are received outside of normal business hours, ShipHawk will respond to S1 issues within 2 hours, S2 issues within 4 business hours, and S3-S4 issues within 48 hours, in each case after the start of the next business day. For urgent requests, ShipHawk Customer Success is available via email at email@example.com. The ShipHawk response consists of either (i) ShipHawk remediation of the support issue or (ii) confirmation that ShipHawk has received the support issue reported and indication of active remediation efforts.
4. STATUS PAGE
Customers may opt-in for updates on the ShipHawk Platform at any time using ShipHawk’s current status page. The current status page is readily available at: https://shiphawk.statuspage.io.
ShipHawk API Service Level Agreement (SLA)
At ShipHawk, we recognize that dependencies on third party integrations may seem risky when your site and customer experience are at stake. We know that the availability of our service is of utmost importance to your ongoing success and entrusting ShipHawk API as the backbone for your shipping solution is something that we take seriously. That’s why we have built this comprehensive ShipHawk API Service Level Agreement (“SLA”) to cover the various components that keep your services with ShipHawk up and running.
The SLA is an agreement between Licensee (“you” or “your”) and ShipHawk (“we,” “us” or “our”) that defines the terms of our responsibility under this SLA and the guarantees if our responsibilities are not met. We want our clients to feel at ease with their decision to work with ShipHawk and knowing that ShipHawk takes your service uptime as seriously as you do.
Service Level Agreement (“SLA”). ShipHawk shall use all reasonable commercial efforts to ensure that ShipHawk API is operating and available to Licensee 99.5% of the time in any calendar month, excluding Scheduled Downtime. In the event that a Client experiences any of the service performance issues defined below due to ShipHawk’s failure to provide Service, Client will be eligible to receive the Service Credits described below. Should a customer opt for an Enterprise Plan, Enterprise SLA’s are to be defined in the Order Form, superseding corresponding standard SLA’s in the terms and conditions.
Definitions. The following definitions shall apply to the ShipHawk API SLA.
- “Client” means Licensee Inc. (Delaware) and its subsidiaries.
- “Customer” means any individual or business that may interact with ShipHawk API by using a service provided by the Client.
- “Downtime” means, for a domain, if average latency is greater than 15 seconds. Downtime is measured based on server side monitoring.
- “Downtime period” means, for a domain, a period of ten consecutive minutes of Downtime. Intermittent Downtime for a period less than ten minutes will not be counted towards Downtime periods except as specified under Short Downtime periods.
- “Short Downtime period” means, for a domain, a period of one minute of Downtime. If there are more than five Short Downtime periods per calendar month, then Short Downtime periods will be counted equivalent to a Downtime period.
- “Monthly uptime percentage” means total number of minutes in a calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in a calendar month, divided by the total number of minutes in a calendar month
- “Scheduled Downtime” means those times where ShipHawk notifies Clients of periods of Downtime. ShipHawk is aggressively improving its platform and has a number of projects queued up over the coming months to take our systems to the next level for our Clients, so we plan for Scheduled Downtime on Saturday evenings beginning at 1800 Pacific. Scheduled Downtime is not considered Downtime for the purposes of this SLA and will not be counted towards any Downtime Periods. We do not intend to perform maintenance every Saturday, and even when we do, such maintenance may not be disruptive. We are using these windows only in cases where the tasks we’re performing have a higher than normal level of risk of impacting the site.
- “Service” means the ShipHawk API item, rates, shipment and tracking functions provided by ShipHawk to Client under the ShipHawk License Agreement.
- “Service Credit” means 5% of Client monthly subscription fee as specified from their ShipHawk License Agreement will be credited to the Client’s next invoice per hour of Downtime, up to 100% of the monthly subscription fee.
Client Must Request Service Credit. To receive any of the Service Credits described above, Client must notify ShipHawk in writing for any and all Downtime Periods that occur in a single calendar month and request the service credit. Failure to request such credits within 30 days of the beginning of the Downtime will forfeit Client’s right to receive a Service Credit. You are not entitled to a credit if you are in breach of your services agreement with ShipHawk (including your payment obligations to ShipHawk) until you have cured the breach. You are not entitled to a credit if Downtime would not have occurred but for your breach of your agreement with ShipHawk or your misuse of the Services. You are not entitled to a credit for Downtime or outages resulting from denial of service attacks, virus activity, hacking attempts, or any other circumstances that are not within ShipHawk’s control.
SLA Exclusions. ShipHawk shall use commercially reasonable efforts to make the Service available at all times, except for planned downtime and any unavailability caused by force majeure circumstances (e.g., fires, floods, acts of God, acts of government, civil unrest, Internet service provider failures or delays, and denial of service attacks), and to provide the Service only in accordance with applicable laws and government regulations. ShipHawk will maintain appropriate administrative, technical and physical safeguards to protect the security, confidentiality and integrity of Data. The SLA does not apply to any performance issues: (i) caused by factors outside of ShipHawk’s reasonable control; (ii) that resulted from any actions or inactions of Client, Customers or any third parties under their control; or (iii) that resulted from equipment used by Client, Customers and/or third parties under their control (not within the primary control of ShipHawk).