We offer you a guaranteed level of service as detailed in this agreement. See below for our commitment to you.
It is our commitment to provide you with a stable and reliable app and cloud hosting experience for your online projects. This Service Level Agreement outlines our minimum uptime guarantees and compensation in the event that they are not met.
This Service Level Agreement (SLA) applies to you (“customer”) if you have an active subscription with FreshStore (the “service”) and your account is current (not past due on payments).
As used herein, the term “availability” means the percentage of the last 90 days that the customer’s stores and websites are available for access by third parties.
Subject to the entirety of this agreement, if the availability of the customer’s service is less than 99%, FreshStore will credit the customer 5% of the monthly subscription for every 60 minutes of downtime in excess of 1% (up to 50% of customer’s monthly subscription).
In the event of the customer having multiple websites in a single account, the compensation will be calculated on a per-website basis. The monthly subscription per website is calculated as the monthly subscription divided by the number of live websites.
Customers will not be due compensation under this SLA in connection with any failure or deficiency of availability caused by or associated with:
To receive a credit, the customer must make a request by contacting our support team. Each request in connection with this SLA must include the dates and times of the unavailability of customer’s services and must be received by FreshStore within 7 days after the customer’s service was not available.
If the unavailability is confirmed by FreshStore, credits will be applied as a partial or full refund on the next billing cycle.
Credits are not refundable or transferable and can be used only towards future billing charges.
Our Service Level Agreement was last updated on 27th November 2023.