Service level agreement
Effective July 22, 2025
Get an AI explanation
Legal language, translated — open this document with your favourite model.
Scope: This SLA applies to Discount Kit Enterprise Plan subscribers only.
1. Service Availability & Uptime
Uptime Commitment
We maintain a 99.9% uptime target monthly, permitting approximately 43 minutes of downtime.
Planned Maintenance
A minimum of 48 hours’ notice precedes scheduled maintenance, typically scheduled during low-traffic periods. Emergency maintenance may proceed immediately when necessary.
Excluded from SLA
The following circumstances are excluded from SLA calculations:
- Third-party outages (Shopify, Cloudflare)
- Force majeure circumstances
- Customer configuration errors
- External connectivity problems
- Properly-announced maintenance windows
Monitoring
Uptime tracking uses Instatus, Sentry, and Cloudflare tools measuring core functionality availability.
2. Performance Metrics
Page Load Standards
Our commitment aligns with Shopify’s “Built for Shopify” criteria:
- Largest Contentful Paint: Under 2.5 seconds
- Cumulative Layout Shift: Under 0.1
- Interaction to Next Paint: Under 200 milliseconds
Measurement Approach
Shopify Insights provides real-world performance data aggregated globally across all user locations.
3. Support & Response Times
Available Channels
- In-app chat and email (all plans)
- Dedicated shared Slack channel (Enterprise exclusive). Full details on the usage and scope of this channel are defined in the Enterprise Support Policy.
Support Hours
- Current: 24/7, 365 support
Response Time Commitments
| Priority | Description | Business Hours | After Hours |
|---|---|---|---|
| Critical | Complete unavailability or major functionality failure | 30 minutes | 2 hours |
| High | Significant functionality impact without workaround | 12 hours | Next business day |
| Low | Questions, feature requests, general inquiries | 3 business days | 3 business days |
Important Notes:
- Optizio determines priority classification. Issues are classified as Bugs or Feature Requests in accordance with our Issue Resolution & Prioritization Policy.
- Response times begin with substantive replies, not automated acknowledgments
- The dedicated Slack channel enables faster escalation as outlined in the Enterprise Support Policy.
4. Data & Security
Data Protection
Our commitments align with our Data Backup Policy, Information Security Policy, and Privacy Policy.
Security Standards
- AES-256 encryption for stored data
- TLS 1.2+ for data transmission
- Role-based access controls
- Multi-factor authentication on critical systems
- Full GDPR and Data Protection Act 2018 compliance
Incident Response
Security events trigger notification per the Incident Response Plan, with customer notification within 72 hours when legally required.
Note: Enterprise customers receive identical security standards as other plan tiers.
5. Service Credits & Remedies
Eligibility
Credits apply exclusively to Enterprise Plan subscribers.
Credit Structure
10% of monthly subscription fees for each SLA breach with accumulation possible up to 100% monthly fees. All breach types yield identical credit amounts.
Process
- Customers must request credits (not automatic)
- Claims require submission within 3 months
- Credits apply to the following month’s subscription as a Shopify application credit
- Supporting documentation of the breach strengthens requests
Excluded Circumstances
Credits don’t apply to:
- Third-party outages
- Force majeure
- Customer misuse
- External connectivity issues
- Properly-announced maintenance
Termination Rights
Customers may terminate without early-exit penalties when:
- Three consecutive months show SLA breaches, OR
- Four or more breaches occur within any six-month window
Termination requires 30 days’ written notice and documentation of qualifying breaches. Optizio refunds unused current-period fees.
6. SLA Measurement and Reporting
Monitoring Approach
- Continuous uptime tracking via three platforms
- Performance measurement through Shopify Insights
- Support response timing through internal ticketing systems
Reporting
- Monthly performance summaries available upon request
- Proactive communication for significant disruptions
- Transparent status page access
7. SLA Modifications
We may update this agreement with 30 days’ advance notice. Material modifications receive email and in-app notification. Continued service use indicates acceptance of changes.
Annual reviews may prompt updates reflecting infrastructure improvements or business requirements.
8. Contact Information
Support Email: support@discountkit.app
Optizio Ltd 124 City Road London EC1V 2NX United Kingdom
Enterprise Plan Slack channel details provided upon activation.