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Service Level Agreements

Our Commitment to Partners and Clients​

Store.icu's Service Level Agreements (SLAs) define our commitments to platform reliability, performance, and support responsiveness. These SLAs ensure that partners can confidently set expectations with clients and deliver dependable ecommerce solutions.

Partner SLA Structure​

Our SLAs are structured by partner tier, with enhanced service levels available as you progress through the partnership program:

Partner TierStandardGoldPlatinum
Monthly Fee$0$299$799
Uptime Guarantee99.9%99.95%99.99%
Support ResponseNext business day4 business hours1 hour 24/7/365
Dedicated SupportNoYesYes + Dedicated TAM
Release PreviewNo14 days30 days

System Availability​

Uptime Commitments​

Store.icu guarantees the following minimum availability for production environments:

ComponentStandardGoldPlatinum
Storefront99.9%99.95%99.99%
Checkout99.95%99.97%99.99%
Admin Dashboard99.8%99.9%99.95%
API99.9%99.95%99.99%
Payment Processing99.95%99.97%99.99%

Maintenance Windows​

Scheduled maintenance is excluded from uptime calculations:

RegionPrimary WindowSecondary Window
North AmericaWednesdays, 2:00-4:00 AM ETSundays, 1:00-3:00 AM ET
EuropeTuesdays, 2:00-4:00 AM CETSaturdays, 1:00-3:00 AM CET
Asia-PacificThursdays, 2:00-4:00 AM JSTSundays, 1:00-3:00 AM JST

Notification Policy:

  • Standard partners: 3 days advance notice
  • Gold partners: 5 days advance notice
  • Platinum partners: 7 days advance notice

Emergency Maintenance​

For critical security patches or system-critical fixes:

  • Platinum partners: Minimum 6 hours advance notice
  • Gold partners: Minimum 4 hours advance notice
  • Standard partners: Minimum 2 hours advance notice

Emergency maintenance is included in uptime calculations but excluded from financial remedies.

SLA Exclusions​

The following situations are excluded from SLA calculations:

  • Force majeure events
  • Internet connectivity issues outside our network
  • Scheduled maintenance within announced windows
  • Issues caused by partner or client customizations
  • Client-initiated DDos protection activation
  • Development and staging environments

Performance Standards​

Page Load Times​

Maximum server response times for optimized pages:

Page TypeStandardGoldPlatinum
Home Page< 1.0s< 0.8s< 0.6s
Category Page< 1.2s< 1.0s< 0.8s
Product Page< 1.2s< 1.0s< 0.8s
Cart Page< 1.0s< 0.8s< 0.6s
Checkout< 0.8s< 0.6s< 0.5s

Measurements based on:

  • Server-side processing time
  • Standard theme without custom modifications
  • Default feature set
  • 95th percentile of requests

API Performance​

API response time commitments:

Request TypeStandardGoldPlatinum
GET (single resource)< 300ms< 250ms< 200ms
GET (collection)< 600ms< 500ms< 400ms
POST< 600ms< 500ms< 400ms
PUT< 600ms< 500ms< 400ms
DELETE< 300ms< 250ms< 200ms

Based on 95th percentile of requests with:

  • Valid authentication
  • Proper API usage
  • Within rate limits
  • Standard data volume

Resource Limits​

ResourceStandardGoldPlatinum
API Requests per Minute60120240
API Requests per Day20,00050,000100,000
Maximum Products50,000100,000Unlimited
Maximum Orders (stored)100,000250,000Unlimited
Maximum File Storage100 GB250 GB1 TB
Maximum Media Files50,000100,000Unlimited

Support Service Levels​

Support Channels​

Available support channels by partner tier:

ChannelStandardGoldPlatinum
Email Support✓✓✓
Chat Support✓✓✓
Phone SupportLimited✓✓
Partner Slack×✓✓
Emergency Line××✓
On-site Support××Available*

*Additional fees may apply

Response Time Commitments​

Maximum initial response time by priority:

PriorityDefinitionStandardGoldPlatinum
P1 - CriticalComplete store outage; checkout unavailable; data loss4 business hours1 hour15 minutes
P2 - HighSignificant feature unavailable; severe performance degradation8 business hours2 hours30 minutes
P3 - MediumNon-critical feature unavailable; system performance issuesNext business day4 hours1 hour
P4 - LowGeneral questions; minor issues; cosmetic problems2 business daysNext business day4 hours

Business hours: Monday-Friday, 9:00 AM - 6:00 PM in partner's local time zone

Resolution Time Targets​

Target resolution time by priority:

PriorityStandardGoldPlatinum
P1 - Critical24 hours8 hours4 hours
P2 - High3 business days24 hours8 hours
P3 - Medium5 business days3 business days24 hours
P4 - Low10 business days5 business days3 business days

Resolution time begins after initial response and represents the target for 90% of issues.

Support Case Limitations​

Maximum active support cases:

Partner TierConcurrent CasesMonthly Case Limit
Standard515
Gold1550
PlatinumUnlimitedUnlimited

Additional cases available for purchase if limits are reached.

Dedicated Support Resources​

ResourceStandardGoldPlatinum
Dedicated Support Agent×✓✓
Technical Account Manager××✓
Solution Architect HoursAvailable for purchase5 hours/month10 hours/month
Quarterly Business Review××✓
Implementation Consultation×2 hours/quarter5 hours/quarter

Client Escalation Support​

Level 1 Support (Partner-Delivered)​

Partners are expected to provide first-line support covering:

  • Basic platform usage questions
  • Simple configuration issues
  • Template customization
  • Content management
  • Standard feature functionality

Store.icu provides partners with knowledge base access, training, and support materials to facilitate Level 1 support delivery.

Level 2 Support (Store.icu-Assisted)​

When partners escalate to Store.icu support:

  • Complex technical issues
  • Platform bugs or unexpected behavior
  • Performance troubleshooting
  • Integration challenges
  • Advanced configuration problems

Level 3 Support (Store.icu Engineering)​

Highest level of technical support involving:

  • Critical system issues
  • Data recovery needs
  • Security incidents
  • Custom development review
  • Platform architecture consultation

Release Management​

Release Preview Access​

Release TypeStandardGoldPlatinum
Major ReleasesNo preview14-day preview30-day preview
Minor ReleasesNo preview7-day preview14-day preview
Patch ReleasesNo preview48-hour preview72-hour preview
Security PatchesNo previewSame daySame day

Preview environments allow partners to test compatibility and prepare clients for upcoming changes.

Release Notes Timing​

Release TypeStandardGoldPlatinum
Major ReleasesOn release14 days before30 days before
Minor ReleasesOn release7 days before14 days before
Patch ReleasesOn release48 hours before72 hours before
Security PatchesAfter releaseSame daySame day

Backward Compatibility​

Release TypeBackward Compatibility Period
Major Releases12 months
Minor Releases6 months
API Versions24 months minimum
Deprecated Features6 months notice

Incident Management​

Incident Communication​

Incident SeverityCommunication MethodUpdate Frequency
CriticalEmail, SMS, Status Page, Partner PortalEvery 30 minutes
MajorEmail, Status Page, Partner PortalEvery 60 minutes
MinorStatus Page, Partner PortalEvery 2 hours
MaintenanceStatus Page, Partner PortalStart/End of window

Incident Retrospectives​

Partner TierRetrospective AccessTiming
StandardSummary onlyWithin 7 days
GoldFull reportWithin 5 days
PlatinumFull report + review callWithin 3 days

Disaster Recovery​

Recovery Objectives​

MetricStandardGoldPlatinum
Recovery Point Objective (RPO)24 hours1 hour5 minutes
Recovery Time Objective (RTO)24 hours4 hours1 hour

Backup Frequency​

Store ComponentStandardGoldPlatinum
DatabaseDailyHourlyReal-time
Media FilesDailyDailyHourly
Theme FilesDailyHourlyReal-time
ConfigurationDailyHourlyReal-time

Backup Retention​

Backup TypeStandardGoldPlatinum
Daily Backups7 days14 days30 days
Weekly Backups4 weeks8 weeks12 weeks
Monthly Backups3 months6 months12 months
Annual BackupsNone1 year7 years

Security Response​

Security Incident Response Times​

SeverityDefinitionStandardGoldPlatinum
CriticalActive breach; data exposure1 hour30 minutes15 minutes
HighVulnerabilities with exploit risk4 hours2 hours1 hour
MediumLimited exposure vulnerabilities24 hours8 hours4 hours
LowTheoretical vulnerabilities72 hours48 hours24 hours

Security Patch Deployment​

SeverityStandardGoldPlatinum
CriticalWithin 24 hoursWithin 12 hoursWithin 4 hours
HighWithin 7 daysWithin 72 hoursWithin 24 hours
MediumNext releaseWithin 7 daysWithin 72 hours
LowWithin 90 daysWithin 60 daysWithin 30 days

Financial Remedies​

Service Credits​

Credits issued for confirmed SLA violations:

Violation TypeStandardGoldPlatinum
Uptime1-5% credit5-10% credit10-20% credit
Response TimeNot eligible5% credit10% credit
Resolution TimeNot eligibleNot eligible5% credit
PerformanceNot eligibleNot eligible5% credit

Credit percentages based on monthly fees and severity of violation.

Credit Request Process​

To request service credits for SLA violations:

  1. Submit request within 30 days of incident
  2. Provide documentation of the violation
  3. Include affected client information
  4. Reference incident/ticket numbers
  5. Specify requested remedy

Submit requests through the Partner Portal.

Maximum Credits​

Maximum monthly credit limits:

Partner TierMaximum Monthly Credit
Standard10% of monthly fees
Gold20% of monthly fees
Platinum30% of monthly fees

Client-Specific SLAs​

Partner-Client Agreements​

Partners are responsible for establishing their own SLAs with clients, but must not exceed Store.icu's commitments to partners.

White-labeled SLA Templates​

We provide customizable SLA templates for partners to use with clients:

Enterprise Client Exceptions​

For enterprise clients with custom requirements:

  • Joint SLA development available for Platinum partners
  • Custom performance benchmarks
  • Dedicated infrastructure options
  • Enhanced security measures
  • Custom compliance requirements

Contact your Partner Success Manager to discuss enterprise exceptions.

SLA Verification and Reporting​

Monitoring Tools​

Partners can access performance and uptime metrics:

ToolStandardGoldPlatinum
System Status Dashboard✓✓✓
Uptime ReportsMonthlyWeeklyDaily
Performance MetricsBasicAdvancedComprehensive
Client-specific Monitoring×BasicAdvanced
Historical Analytics30 days90 days365 days

Access monitoring tools through the Partner Portal.

Regular Reporting​

Automated reports delivered to partners:

Report TypeStandardGoldPlatinum
Uptime SummaryMonthlyWeeklyDaily
Performance MetricsMonthlyWeeklyDaily
Support ActivityMonthlyWeeklyDaily
SLA ComplianceQuarterlyMonthlyWeekly
Security Status×MonthlyWeekly

SLA Updates and Changes​

Notice Periods​

Change TypeNotice Period
Improved SLAsImmediate
Minor Changes30 days
Major Changes90 days
SLA ReductionsNext renewal date

Feedback Process​

Partners can provide input on SLA changes:

  • Preview of proposed changes
  • Feedback collection period
  • Partner advisory board review
  • Transition assistance when applicable

Submit feedback through the SLA Feedback Form.

Partner Support Resources​

Support Documentation​

Comprehensive resources to assist partners:

Support Training​

Resources to improve support capabilities:

Support Tools​

Tools available to partners:

Contact Information​

Standard Support​

  • Email: partner-support@store.icu
  • Chat: Available in Partner Portal
  • Hours: Monday-Friday, 9:00 AM - 6:00 PM (partner's local time)

Gold & Platinum Support​

  • Email: priority-support@store.icu
  • Chat: Available in Partner Portal
  • Phone: +1-800-PARTNER
  • Hours:
    • Gold: Monday-Friday, 8:00 AM - 8:00 PM (partner's local time)
    • Platinum: 24/7/365

Emergency Support (Platinum Only)​

  • Emergency Line: +1-888-STOREICU
  • Email: emergency@store.icu
  • Available: 24/7/365
  • Response: 15 minutes guaranteed

For questions about your Service Level Agreement, contact your Partner Success Manager or email partner-success@store.icu.