Last updated | 19-07-2024
Service Level Agreement
A Service Level Agreement is a guarantee that a service fulfils a certain rate of availability. If that rate is broken, the customer is compensated for the time the service was inactive or unavailable. Sellrocket offers an uptime rate of 99.95% to its customers. Uptime is defined as the uptime or availability of our service to be accessed and used by our users, customers and other visitors.
Different factors can lead to the unavailability of the service, such as:
- Periodic maintenance
- Emergency maintenance
- Downtime/unavailability of hosting providers and services necessary for Sellrocket to operate
- Interruptions caused by customer misconfiguration, installation of third-party services or customised programming
-Downtime caused by attacks.
Service guarantee for the Enterprise plan
For Enterprise customers, whenever a downtime occurs that does not fall into any of the situations mentioned in the previous point, Sellrocket will credit 7 days of service for every 20 minutes of downtime, for a total maximum of 30 days. For example, if the service is inaccessible for 60 minutes, 21 days of service will be credited to the customer's subscription.
The customer is responsible for reporting an event of inactivity and must request credit within five days of an event of inactivity occurring.
You lose the right to the credit if the account is cancelled.
The credit has no monetary value and cannot be converted into a form of reimbursement.
The terms and conditions of service apply to all of the above.
