CartonCloud Services

Table of Contents

• Implementation 
• Integration
• Configuration and Customisation 
• Additional Training and Support
• Professional Services
• Service Level Agreements (SLAs)

Getting the most from CartonCloud isn't just about the software. It's about how you get set up, how you build on it as you grow, and the support you have on hand when it matters. This page explains the services we offer alongside your subscription, and how we approach each one.

Any of the services below can be delivered remotely or onsite, depending on what best suits your team and the work involved. All services are provided in line with our Terms of Service.

Where services are delivered onsite, travel, accommodation and related expenses are passed through at cost and agreed with you upfront. Hourly services are billed in 15-minute blocks.

For a tailored scope or quote for any of the services below, contact your CartonCloud representative or email sales@cartoncloud.com.

Implementation

Every CartonCloud customer gets a structured path to go-live. How that path looks depends on the size and complexity of your operation. We offer two implementation approaches: Guided Implementation and Managed Implementation.

Guided Implementation

Guided Implementation is built for single-site operations with straightforward workflows and one clear decision-maker. You set the pace, and we support you at every step: onboarding checklists, live training sessions, and direct access to our team while you configure your account. Most customers using this path are live within days, with an average of around 6 hours of active setup time.

Training follows a train-the-trainer model: we train your nominated lead, and they roll it out to the rest of your team.

Managed Implementation

Managed Implementation is built for larger, more complex operations: multi-site businesses, multiple stakeholders across operations, IT and finance, or workflows that need to integrate with an existing ERP or tech stack. A dedicated CartonCloud implementation manager runs the rollout for you, covering:

• Requirements workshops with each stakeholder group, not just your project champion
• A defined project plan with agreed milestones and timelines
• Coordination of any integrations or data migration alongside your setup
• Structured testing and sign-off before go-live
• A staged go-live across sites or business units where needed
• Post go-live check-ins to help embed adoption across your team
• Training scoped to your team: train-the-trainer as standard, with more comprehensive, role-based training plans available for larger or multi-site teams

How to choose: if you're a single site with one person making the decisions, Guided Implementation gets you live fast with support on hand. If you're managing multiple stakeholders, multiple sites, or a more complex integration footprint, Managed Implementation gives you a dedicated owner, a plan, and the structure larger organisations need to move forward with confidence.

Integration

CartonCloud is built to connect with the systems you already run, not to replace them. We maintain pre-built integrations with the accounting, e-commerce, carrier and ERP platforms our customers use most, including Xero, MYOB, QuickBooks, Shopify, WooCommerce, Amazon, SAP, Oracle, and major carrier and shipping platforms.

Where a pre-built connection doesn't exist, our open API and in-house integration specialists can build one. This covers:

• Custom API integrations with your existing systems, including ERPs and in-house platforms
• EDI and other data exchange setup for trading partner requirements
• Changes to an existing integration as your requirements evolve

We scope every integration request individually. Complexity, systems involved, and your timeline all shape the approach, and we'll give you a clear plan before any work begins.

Configuration and Customisation

CartonCloud's product roadmap is shaped by what benefits the most customers, not by individual one-off requests. See our Development Policy and Philosophy for how we approach the roadmap.

Most operations can be tailored without any development at all. There are three levels:

Standard configuration. The product is designed to be set up by you or with our team's help: rate cards, customer settings, workflows, and label and document templates that match your branding or a customer's format requirements. This is covered through implementation and support.

Tailored configuration. Where your operation needs logic the standard settings can't express, our team can build small configuration add-ons that adjust how CartonCloud behaves for you, without a full development project. Common examples include a custom charging rule that your rate card can't calculate on its own, or a workflow rule that applies only to one customer or warehouse.

Custom development. Requests beyond what configuration can achieve, or changes to an existing integration or tailored configuration, are treated as development work. These follow a structured process of requirements gathering, scoping, then development, so you know what's involved and what it costs before anything is built.

Additional Training and Support

Every CartonCloud customer gets local support included as standard, from our teams based in ANZ and North America. This standard support is provided under our Customer Support Policy, and covers common or basic queries within our fair use policy. Detailed, account-specific guidance, custom configuration advice, and requests that go beyond fair use limits fall outside standard support and are handled as Additional Training and Support.

Additional Training and Support covers what sits beyond that baseline: additional training, hands-on help, and dedicated time with our team when you need more than standard support provides.

This includes:

• Additional remote training sessions, for new starters, refreshers, or when you're scaling your team
• On-site training for teams who want hands-on, in-person sessions
• Dedicated support hours for bespoke change requests or one-off configuration help outside your standard plan, for example:
• Advising on the best way to implement barcode scanning for your warehouse, covering location, product and batch number scanning
• Configuring CartonCloud to match the requirements of a new customer you've signed, where that requires a detailed understanding of their requirements, your workflow preferences, and your existing implementation

Additional Training and Support is there so growing teams, seasonal ramp-ups, or new starters never have to wait for the help they need.

Professional Services

Professional Services is where we go beyond keeping your system running, and help you get more out of it. This is a good fit for customers looking to optimise how they operate, not just resolve an issue.

This includes:

• Workflow and process consulting: mapping how your operation runs today and redesigning it inside CartonCloud for better efficiency
• Data migration and cleansing for customers moving from legacy systems or spreadsheets with complex historical data
• Multi-site rollout planning and change management for customers expanding into new sites or business units
• Dedicated account management for larger customers who want a consistent point of contact for strategic, ongoing needs

Professional Services engagements are scoped around your goals, whether that's a single project or an ongoing partnership as your business grows.

Service Level Agreements (SLAs)

For larger or more complex operations, we know that having the right support arrangement in writing can be as important as the support itself. That's what a Service Level Agreement gives you: a dedicated, paid commercial agreement, built around your operation, that formalises the guarantees, response times, and ongoing service commitment you need to move forward with confidence.

An SLA is typically built around one or more of the following, agreed and priced individually:

• Guaranteed platform uptime commitments
• Defined response times by issue severity
• Named escalation paths and priority incident handling
• A committed number of ongoing support or service hours each month or quarter, rather than support on an as-needed basis
• A recurring Professional Services allocation, for customers who want structured optimisation work happening on a regular cadence rather than as one-off projects

CartonCloud is ISO27001 and SOC2 compliant, and runs on 100% cloud infrastructure with no on-premises dependency, which gives every customer a strong baseline regardless of whether an SLA is in place. An SLA sits on top of that baseline as an additional, optional agreement, and its terms and cost are set out in your contract. It's typically taken up alongside a Managed Implementation for larger accounts who want that certainty formalised from day one.