Service Level Agreement

1. Scope & applicability

This Service Level Agreement ("SLA") applies to all paid subscriptions to the ProEcommerce platform ("Service") and forms part of the Terms of Service. The specific commitments depend on your plan tier (Starter, Professional, or Enterprise) and are summarized in the tables below.

Free trials, beta features explicitly marked as "beta", and pass-through third-party services (Stripe, AWS Route53 registrar, MXRoute email) are not covered by this SLA. Those are governed by their underlying providers' terms.

2. Definitions

• Service Month: a calendar month during which you have a paid subscription.
• Downtime: a period in which the Service control plane (customer portal, admin UI, or core API) is inaccessible to you, excluding the causes listed in Section 5.
• Monthly Uptime Percentage: (total minutes in the Service Month − Downtime minutes) / total minutes × 100.
• Service Credit: a percentage of your Monthly Fee applied as a credit to your next invoice, calculated per Section 10.
• Incident: a reported problem with the Service that impairs your use.
• Severity: the priority level of an Incident, defined in Section 7.
• Support Hours: the hours during which we commit to responding to Incidents, per Section 8.

3. Uptime commitment

For reference: WHMCS Cloud publishes no uptime commitment in its Technical Support Agreement.

4. How uptime is measured

We measure availability from external synthetic checks against https://proecommerce.com/ and the authenticated /login.php endpoint. Checks run every 60 seconds from two independent regions; Downtime is declared when both regions fail for two consecutive checks (2 minutes of impairment). Single-check blips from a single region do not count as Downtime.

The uptime log is retained for 13 months and available to Enterprise customers on request.

5. Excluded downtime

The following are not counted as Downtime:

• Scheduled maintenance announced at least 48 hours in advance (see Section 13).
• Emergency maintenance required to address a security incident or imminent data-integrity risk, so long as we notify you as soon as reasonably possible.
• Force Majeure: natural disasters, war, civil unrest, government actions, pandemic restrictions, large-scale internet backbone failures, or other events outside our reasonable control.
• Third-Party Service outages: outages at Stripe, AWS, MXRoute, Let's Encrypt, or other upstream providers. We'll work to route around them when possible, but these are not Downtime for SLA purposes.
• Customer-caused impairment: issues caused by your (or your End Users') misconfiguration, abuse, exceeding documented usage limits, or unauthorized access.
• DDoS attacks that exceed the capacity of our edge provider's standard mitigation. (Enterprise customers can add a higher-capacity edge plan.)
• Beta features labeled as such.
• End-user connectivity: problems with your ISP, local network, browser, or the public internet path between you and our edge.

6. Response time commitments

Response time is the time between a valid Incident being opened (via the support ticket system or during business hours via email) and a human being engaged. Response does not guarantee resolution — resolution depends on the complexity of the issue.

For reference: WHMCS's Standard Support offers no response-time guarantee. Their paid Priority Support promises 1 hour but only during 8 hours a day, 5 days a week.

7. Severity levels

• Critical (Sev-1): the Service or a core integration is completely unavailable for multiple customers. Example: control-plane 500 errors; payments failing for every customer; database unreachable.
• High (Sev-2): a major feature is broken for a single customer in production. Example: your tenant's invoice generation fails; a specific customer can't log in despite a correct password.
• Medium (Sev-3): a feature is degraded but there is a workaround, or impact is limited in scope. Example: a cron takes longer than usual; a non-critical report returns stale data.
• Low (Sev-4): questions, cosmetic issues, documentation requests, or feature requests. Example: a button label is off; asking how something works.

We assign severity based on impact. If you disagree, tell us — we'll re-triage.

8. Support hours & channels

Support is delivered in English only. Account managers for Enterprise are named individuals; you get their direct email.

9. What's covered (and what isn't)

Covered by support

• Bugs in the Service itself.
• Help configuring features documented on our website or in-app.
• Guidance on best practices within our platform.
• Assistance with data import, WHMCS migration, and export.
• Guidance on our integrations (Stripe, Route53, cPanel, MXRoute) as used through our Service.

Not covered by support

• General web development, HTML/CSS/JavaScript customization, or design work.
• Debugging or configuring third-party software not integrated with our platform.
• Business / tax / legal consulting.
• SEO, marketing, or sales strategy.
• Training on unrelated tools (e.g., general AWS tutorials).
• Issues entirely caused by end-user misconfiguration outside the Service.

We'll always try to point you in the right direction, but those items aren't SLA-covered.

10. Service credits

If we fail to meet the uptime commitment in your plan for a Service Month, you may request a Service Credit applied to your next invoice:

11. How to claim a credit

1. Within 30 days of the end of the affected Service Month, email billing@proecommerce.com with the subject "SLA credit request".
2. Include the Service Month, your account email, and a short description of the impact. (Detailed logs are nice but not required — our internal uptime log is authoritative.)
3. We respond within 5 business days confirming the credit amount.
4. The credit is applied to your next invoice. If your account is already cancelled, we'll refund to the original payment method.

12. Credit caps & sole remedy

• Total Service Credits awarded in a single Service Month cannot exceed 100% of that month's Fee.
• Service Credits are non-transferable and have no cash value except where refunded per Section 11.
• Service Credits are the sole and exclusive remedy for SLA failures. This does not limit our broader liability obligations in the Terms of Service.
• You may not claim credits for accounts with outstanding past-due balances until paid in full.

13. Scheduled maintenance

• We schedule non-emergency maintenance during low-traffic windows: Saturdays and Sundays, 04:00–08:00 Eastern.
• You will receive email notice at least 48 hours in advance for any maintenance expected to interrupt service.
• For rolling upgrades (zero-expected-downtime), we post to the status page but may not email individually.
• Emergency maintenance (security patches, integrity fixes) may happen with shorter notice; we'll post to the status page and email affected accounts as quickly as possible.

14. Incident communication

During any incident classified as Critical or High, we'll post updates to our status page at least every 30 minutes until the incident is resolved. After resolution of a Critical incident we publish a public post-incident review within 5 business days, covering root cause, timeline, customer impact, and preventive actions.

15. Changes to the SLA

We may update this SLA periodically. For changes that reduce a commitment, we'll notify Customers via email at least 30 days in advance. Continued use after the effective date constitutes acceptance. If you don't accept a reduction you may cancel before it takes effect without penalty, and receive a pro-rata refund of any prepaid Fees for the remaining period.

16. Contact

Questions about the SLA or a credit request: email billing@proecommerce.com. Every SLA claim is reviewed by a human within 5 business days. We don't hide behind automated denial.