Service Level Agreement

Coverage and Definitions

This Service Level Agreement (SLA) applies to you (“customer”) if you have an active subscription with FreshStore (the “service”) and your account is current (not past due on payments).

As used herein, the term “availability” means the percentage of the last 90 days that the customer’s stores and websites are available for access by third parties.

Our Service Level Commitment

Subject to the entirety of this agreement, if the availability of the customer’s service is less than 99%, FreshStore will credit the customer 5% of the monthly subscription for every 60 minutes of downtime in excess of 1% (up to 50% of customer’s monthly subscription).

In the event of the customer having multiple websites in a single account, the compensation will be calculated on a per-website basis. The monthly subscription per website is calculated as the monthly subscription divided by the number of live websites.

Exceptions

Customers will not be due compensation under this SLA in connection with any failure or deficiency of availability caused by or associated with:

• Scheduled maintenance;
• Emergency maintenance, hardware, and software failure remedied in under three hours;
• Downtime caused by DNS and/or IP address changes for which you have been notified, but you failed to set your configuration;
• Distributed denial of service (DDOS) attacks, hacker attacks, and other similar events;
• Downtime caused by you, your own configuration, or third-party applications you use;
• Downtime caused by abuse of our Fair Use Policy;
• Downtime caused by your violation of Terms of Use or any other policy announced on our website;
• Downtime during upgrade/downgrade of your hosting resources;
• Downtime during upgrade/downgrade of your account plan;
• Downtime during restore or creation of backups;
• Downtime during a change of domain name;
• Downtime during suspension/activation of a website;
• Force majeure or any event beyond our control.

Compensation Request and Payment Procedures

To receive a credit, the customer must make a request by contacting our support team. Each request in connection with this SLA must include the dates and times of the unavailability of customer’s services and must be received by FreshStore within 7 days after the customer’s service was not available.

If the unavailability is confirmed by FreshStore, credits will be applied as a partial or full refund on the next billing cycle.

Credits are not refundable or transferable and can be used only towards future billing charges.

Last Updated

Our Service Level Agreement was last updated on 27th November 2023.