This Service Level Agreement ("SLA") is part of the Terms of Service. It applies only to Workspaces whose paid Plan or Order Form states that the SLA is included. It does not apply to free Plans, trials, or beta and preview features.

1. Commitment

Shopxare will make the Core Services available at least 99.9% of the time in each calendar month ("Monthly Uptime").

Core Services are: signing in to app.shopxare.com, the inbox (reading and replying to conversations), the Messenger on your website (starting conversations and exchanging messages) and the REST API.

2. How uptime is measured

Monthly Uptime = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.

Downtime is a period of at least five consecutive minutes in which the Core Services are unavailable to all or substantially all users, as recorded by our monitoring and shown on our status page, or as reasonably shown by you.

Downtime does not include unavailability caused by:

planned maintenance announced at least 48 hours in advance on the status page (we keep planned maintenance under 4 hours a month);
emergency maintenance to fix critical security vulnerabilities;
factors outside our reasonable control, including force majeure, internet failures outside our network, and failures of third-party services you connected (for example Telegram, email providers or your AI provider);
your equipment, software, network or configuration, or use in breach of the Terms or the Acceptable Use Policy;
suspension under the Terms;
AI features, calls, analytics, reports and integrations, which are not Core Services.

3. Service credits

If Monthly Uptime falls below the commitment, you are entitled to a credit of the monthly fee (or one twelfth of the annual fee) for the affected Workspace:

Monthly Uptime	Service credit
below 99.9% but at least 99.0%	10%
below 99.0% but at least 95.0%	25%
below 95.0%	50%

4. Claiming a credit

Email [email protected] within 30 days after the end of the affected month, with your Workspace name and the dates and times of the Downtime. We will confirm the credit within 30 days. Credits are applied to future invoices; they are not paid out in cash unless your subscription ends without a further invoice. Credits in a month cannot exceed 50% of that month's fee.

5. Sole remedy

Service credits are your sole and exclusive remedy for failure to meet the commitment, except that if Monthly Uptime is below 95.0% in three consecutive months, you may terminate the affected subscription by written notice within 30 days and receive a refund of prepaid fees for the remaining term.

6. Support response targets

For Workspaces with the SLA, we aim to answer support requests sent to [email protected] within these times (business hours, Monday–Friday):

Severity	Example	First response target
Critical	Core Services down for your Workspace	2 hours
High	A major feature fails, no workaround	8 hours
Normal	A feature works incorrectly, workaround available	2 business days
Low	Questions and requests	3 business days

Response targets are goals, not guarantees, and do not give rise to service credits.