Service-Level Agreement (SLA)

Service-Level Agreement (SLA)

Effective Date: December 6, 2024

This Service-Level Agreement (SLA) outlines the service standards, commitments, and support expectations provided by SHOPPi9, a unit of 9VN Communication Pvt. Ltd. This SLA is applicable to all users who subscribe to SHOPPi9’s eCommerce services.

1. Scope of Services

This SLA covers the availability, performance, and support of SHOPPi9’s eCommerce platform, including:

• Web hosting and platform uptime
• Technical support response and resolution times
• Maintenance and updates

2. Service Uptime Guarantee

a. Uptime Commitment

SHOPPi9 guarantees a 99.5% uptime for its platform on a monthly basis, excluding scheduled maintenance and events outside SHOPPi9’s control (e.g., force majeure, third-party service failures).

b. Downtime Definition

Downtime refers to periods when the SHOPPi9 platform is inaccessible due to server or infrastructure failures.

c. Uptime Calculation

Uptime is calculated as:

3. Maintenance Policy

a. Scheduled Maintenance

• Scheduled maintenance will occur during non-peak hours and users will be notified at least 48 hours in advance.
• These periods are excluded from uptime calculations.

b. Emergency Maintenance

• Emergency maintenance may occur without prior notice to address critical issues.
• SHOPPi9 will make every effort to minimize disruption during such events.

4. Support and Response Times

a. Support Availability

SHOPPi9 provides technical support through email at support@shoppi9.com.

b. Response Times

We aim to respond to support requests within the following timeframes:

• Critical Issues (Platform down): Response within 1 hour, resolution within 8 hours.
• High Priority (Severe functionality issues): Response within 4 hours, resolution within 24 hours.
• Medium Priority (Moderate issues): Response within 12 hours, resolution within 48 hours.
• Low Priority (General queries): Response within 24 hours, resolution within 72 hours.

c. Scope of Support

Support includes assistance with platform-related issues, bug fixes, and guidance on usage. Customizations and third-party integrations are outside the scope of standard support.

5. Exclusions

The following are not covered under this SLA:

• User or third-party actions causing issues (e.g., misconfigurations, unauthorized modifications).
• Issues resulting from third-party integrations, services, or hosting providers.
• Scheduled maintenance or emergency updates.
• Force majeure events (e.g., natural disasters, power outages, cyberattacks beyond SHOPPi9’s control).

6. Service Credits

a. Eligibility for Credits

If SHOPPi9 fails to meet the 99.5% uptime guarantee, users may request service credits based on the following:

• 99% - 99.5% uptime: 5% of the monthly subion fee as credit.
• 95% - 99% uptime: 10% of the monthly subion fee as credit.
• Below 95% uptime: 20% of the monthly subion fee as credit.

b. Credit Request Process

• Users must submit a written request to support@shoppi9.com within 30 days of the incident.
• SHOPPi9 will review and verify claims before issuing credits.
• Service credits are non-refundable and cannot exceed the monthly subion fee.

7. Customer Responsibilities

To ensure optimal service delivery, users are responsible for:

• Keeping their account and subion details up-to-date.
• Ensuring proper usage of the SHOPPi9 platform in compliance with the Acceptable Use Policy.
• Reporting issues promptly with detailed information.

8. Limitations of Liability

SHOPPi9’s liability for failing to meet service standards is limited to the service credits described in this SLA. SHOPPi9 is not liable for indirect, incidental, or consequential damages arising from service downtime.

9. Updates to this SLA

SHOPPi9 reserves the right to modify this SLA at any time. Updates will be effective immediately upon posting, and the "Effective Date" will reflect the latest revision.

10. Contact Us

For questions or concerns regarding this SLA, please contact us at:
Email: support@shoppi9.com

By using SHOPPi9’s platform, you acknowledge and agree to the terms of this Service-Level Agreement. Thank you for trusting SHOPPi9 with your eCommerce needs.