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)
Support Hours
Currently 9am–9pm UK time Monday through Friday, expanding to 24/7 beginning September 1st, 2025.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 |
- Optizio determines priority classification
- Response times begin with substantive replies, not automated acknowledgments
- The dedicated Slack channel enables faster escalation
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
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