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Service Level Agreement (SLA)

EFFECTIVE DATE: Oct 30, 2024

This Service Level Agreement ("SLA") outlines the service expectations, uptime commitments, support provisions, and responsibilities for Ooulet ("we," "us," or "our") and its users ("you," "your"). By using the Ooulet platform, you agree to the terms outlined in this SLA.
  1. Purpose
    1. The purpose of this SLA is to ensure that Ooulet provides a reliable, high-quality service to its users by defining the service levels, performance metrics, and expectations for uptime, support, and issue resolution.
  2. Scope of Service
    1. This SLA applies to the use of the Ooulet eCommerce platform, including but not limited to:
      1. Website creation and hosting services.
      2. Management of product listings, collections, orders, and customer data.
      3. Payment gateway integration.
      4. Access to customer support.
  3. Applicability
    1. This SLA is applicable to only Startup and above account holders.
  4. Uptime Commitment
    1. Ooulet is committed to providing a high level of availability and uptime for its services.
      1. Uptime Guarantee: Ooulet guarantees that its platform will be available 99.9% of the time, measured monthly.
      2. Downtime Compensation: If we do not meet the uptime guarantee, for every 1 hour of downtime, we will extend the validity of your paid subscription plan by one additional day.
      3. Exclusions: The uptime guarantee does not apply in the following situations:
        1. Fixed window (12am-4am) no notification will be sent.
        2. Downtime caused by factors outside our reasonable control, including force majeure events (e.g., natural disasters, war, governmental action).
        3. Issues related to third-party services integrated with Ooulet (e.g., payment gateways).
        4. Downtime resulting from user actions, such as misconfigurations or unauthorized access.
  5. Scheduled Maintenance
    1. Ooulet performs regular maintenance to ensure the security and performance of its platform.
      1. Maintenance will generally occur outside of peak business hours and users will be notified at least 24 hours in advance via email or in-app notifications.
      2. Maintenance windows are typically 1-2 hours but may vary depending on the complexity of the update or fix.
      3. While scheduled maintenance may result in temporary service downtime, Ooulet strives to minimize disruptions to users.
  6. Support Services
    1. Ooulet provides support services to assist users with any issues they may encounter while using the platform.
      1. Support Channels:
        1. Email Support: Available 24/7 via support@ooulet.com.
        2. Live Chat: Available during business hours (Monday to Saturday, 10 AM to 6 PM).
        3. Call Support: Available during business hours (Monday to Saturday, 10 AM to 6 PM).
        4. Help Center: Includes FAQs, tutorials, and troubleshooting guides.
      2. Support Response Time: Ooulet is committed to providing timely responses to all user queries.
        1. Critical Issues (e.g., platform outages, payment failures): Response time within 2 hours.
        2. Major Issues (e.g., account access issues, service degradation): Response time within 4 hours.
        3. Minor Issues (e.g., UI issues, feature requests): Response time within 24 hours.
      3. Support Resolution Time:
        1. Critical Issues: Resolved within 12 hours, depending on the complexity of the issue.
        2. Major Issues: Resolved within 24 hours, with updates provided during the resolution process.
        3. Minor Issues: Resolved within 72 hours, depending on available resources and complexity.
  7. Service Requests and Escalation
    1. Users can escalate support requests if they are not satisfied with the initial resolution or if the issue persists.
      1. Service Request Submission: All service requests must be submitted via the designated support channels (email, chat, call, or help center).
      2. Escalation Procedure:
        1. Contact support via support@ooulet.com and request escalation.
        2. Your request will be reviewed by a senior support representative, and you will receive an update within 24 hours.
        3. If further escalation is necessary, the issue will be addressed by the management team within 48 hours.
  8. Data Backup and Recovery
    1. Ooulet performs regular backups of user data to ensure protection against data loss.
      1. Daily Backups: User data is backed up daily to protect against accidental data loss or corruption.
      2. Data Recovery: In the event of data loss or corruption:
        1. We will restore data from the most recent backup.
        2. Data recovery may take up to 24 hours depending on the severity of the issue.
  9. User Responsibilities
    1. As a user of Ooulet, you are expected to:
      1. Maintain the security of your account credentials and ensure that only authorized personnel have access to your account.
      2. Use the platform in compliance with our Acceptable Use Policy (AUP) and all applicable laws.
      3. Report issues promptly to help us resolve them efficiently.
      4. Regularly review and update your account and business information.
  10. Limitations and Exclusions of Liability
    1. Ooulet aims to provide high-quality services, but we are not liable for:
      1. Any indirect, incidental, or consequential damages arising from the use of the platform.
      2. Loss of revenue, data, or profits due to downtime, service interruptions, or user error.
      3. Third-party services or products integrated with Ooulet, including payment providers, shipping partners, or other external platforms.
  11. Changes to This SLA
    1. Ooulet reserves the right to update or modify this SLA from time to time. Any updates will be communicated via email or within the platform, and users are encouraged to review the SLA periodically. Continued use of the platform after any changes constitutes acceptance of the revised SLA.
  12. Termination
    1. Failure to comply with the terms of this SLA may result in suspension or termination of your account. Ooulet also reserves the right to terminate service with users who repeatedly violate platform policies or misuse the service.
  13. Contact Information
    1. If you have any questions or concerns about this SLA, or wish to discuss specific service-level expectations, please contact us at: support@ooulet.com.
    2. By using Ooulet, you agree to the terms of this SLA and understand the service levels, support provisions, and responsibilities outlined above.
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