Service Level Agreement-Standard Support

This Service Level Agreement (this “SLA”) describes the commercebuild support policies for its product. commercebuild may modify this SLA at any time by posting a revised version on commercebuild.com and/or notifying your designated contact via email. Notwithstanding the foregoing, commercebuild agrees that there will be no material diminishment in the benefits provided to you under this SLA during your subscription to our platform. In the event of a conflict between this SLA and the commercebuild Services Agreement you have entered with commercebuild (the “Agreement”), the Agreement shall control, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

1. Definitions
“Customer”
Fully paid user of commercebuild.
“Downtime”
A period of time when the commercebuild site is not operational.

“Excluded Services”
Any issues resulting from Customer Content, Modifications, Customizations, Third Party Applications, Third Party Web Services, Third Party Content or any code other than what is provided through commercebuild.

“Hosted Service”
The server environment for the Software Product, which is currently Google Cloud Platform for V4 and Amazon Web Services for V3.

“Implementation Team”
Is either the Customer’s designated internal staff or a third party retained by the Customer pursuant to a separate agreement that is responsible for the technical management of Customer’s use of the Services.
“Incident”
An unexpected failure or degradation in the quality of the Services which is reported to commercebuild by the Customer.
“Knowledge Base”
commercebuild Support Center
“Operational”
The ability to run the Customer’s Production Instance without errors or failures.
“Premium Support”
Standard Support plus round the clock support for critical issues, priority queue to Support tickets and feature requests.

“Response Time”
The period from the time the Production case was logged in the commercebuild Helpdesk (support[[AT]]commercebuild.com) until commercebuild responds to the Customer and/or escalation within commercebuild, if appropriate. Because of the widely varying nature of issues, it is not possible to provide specific resolution commitments.

“Service Credits”
Credits available to the Customer if the Service Level is not met for any given calendar month, if the Customer, within thirty (30) days after the end of such calendar month, applies to commercebuild for such credit. After commercebuild receives such a request and confirms that the Service Level has not been met, commercebuild will provide the Customer with a credit towards the SaaS Platform Fee attributable to that calendar month.
“Service Level”
The Software Product is operational during 99.5% of any given calendar month.
“Software Product”
commercebuild
“Standard Support”
The Support Services provided to all Customers.
“Support Service”
The Software Product support provided by commercebuild.
“We,” “we,” “Us,” “us,” “Our,” or “our”
commercebuild

“commercebuild Services Agreement”
Agreement between commercebuild and the Customer detailing the requirements for implementing an instance of the Software Product for the Customer. Updates to this document will be available at commercebuild.com/legal.

2. Description of Services Being Provided

commercebuild builds and delivers B2B and B2C eCommerce solutions for Customers who operate certain ERP systems. The Software Product built by commercebuild delivers real-time integration for the Customer between the Software Product and their ERP solution.

3. Support Commitment

commercebuild ensures that the Software Product will meet the Service Level. In the event the Software Product does not meet the Service Level, the Customer is eligible to receive Service Credits.

As part of the Hosted Service, we will take all reasonable measures to keep uptime at or above 99.5%. If, due to our error, our hosted servers are down in a given month, you will be entitled to receive a credit towards the SaaS Platform Fee attributable to that calendar month.

Server Availability
Service Credit
<99.5%
10%
<99.0%
20%
<98%
30%

The Support Commitment does not apply to any Downtime:

  • That results from a suspension or Remedial Action, as described in the commercebuild Services Agreement.
  • Caused by factors outside of our reasonable control, including any Force Majeure event, Internet access, or problems beyond the demarcation point of our network.
  • That results from any actions or inactions of you or any third party.
  • That results from the equipment, software or other technology of you or any third party (other than third party equipment within our direct control).
  • That results from any regular Maintenance

 

We are constantly improving our Software Product and want to ensure you benefit from such improvements. To that end, we will:

  • Provide you with corrections, changes, or workarounds for any significant defects, errors, or malfunctions in our Software Product or systems, on a timely basis, given the nature and scope of the defect.
  • Install upgrades of our Software Product to the hosted servers as soon as practical after they become available. We will promptly notify you of any upgrades that will significantly affect your program functionality.
  • Make release notes available via the commercebuild Helpdesk and identify any significant impact upgrades may have on existing customizations.
  • Make available to you any revisions to the system documentation developed to reflect upgrades and improvements to the Software Product.

 

Standard Support is included in your monthly commercebuild SaaS Platform Fee. You may, at any time, request to be upgraded to Premium Support, which includes dedicated account management support.

Standard Support covers:

  • Access to the most recent release of commercebuild. Following any new release, we will also provide you with support for the prior versions of our Software Product unless documented otherwise.
  • Integration with the most recently released versions of ERPs that we support.
  • Fixes to Software Product defects/bugs or errors to code.
  • Unlimited access to the commercebuild Helpdesk, which is where you can submit a Support ticket, access the Knowledge Base and review software product release notes.
  • Managed commercebuild Cloud Hosting:
    • High performance, high availability Google Cloud Platform infrastructure
    • Access to Tier 1 Internet bandwidth
    • Utilizes principles developed by Google to allow for scalability
    • Managed firewalls and intrusion detection
    • Bi-annual infrastructure security audits
    • Regular payment card industry security audits
    • Database management
    • Elasticsearch on-site search technology
    • Content delivery network
    • System back-ups

 

Standard Support does not include the provision of customization advice or consulting services. Neither does it cover problems caused by your system administrator, such as your accidental or inadvertent destruction of your own data, or a Force Majeure.

For more specific examples of what is covered by Standard Support, please see What Commercebuild Does And How We Can Help.

commercebuild will take organizational, physical, and technical precautions to protect the security of your data, as described in the documentation. Those precautions will include measures for preventing access, use, modification or disclosure of your data by our employees and contractors except (a) to provide the Hosted Service and prevent or address service or technical problems, (b) as compelled by law, or (c) as you expressly permit in writing.

4. Hours of Operation & Responsiveness

commercebuild is committed to providing ongoing support to our Customers. We will use commercially reasonable efforts to respond to Incidents to the extent such Incidents are not the result of Excluded Services, as reasonably determined by commercebuild.

commercebuild provides 24/7 ticket and chat-based support.

For emergency issues, we aim to respond within an hour. Emergency issues include critical service issues that drastically affect the normal operations of the web store. To submit an emergency request, either select “Emergency” from the commercebuild chat widget (accessible via support.commercebuild.com or web store admin dashboards) or send an email to emergency[[AT]]commercebuild.com. 

Examples of emergencies may include:

  • The inability for all or a significant number of customers to process payment or place orders
  • Service outages that prevent a web store from being accessed, such as 500 errors and SSL certificate issues.

 

Examples of issues that are not critical/emergencies might include:

  • A pricing issue. If the price of an item still allows the customer to purchase the item and place their order, we do not deem the issue to be critical.
  • Modules (e.g. Promotions) that are not functioning as expected. If a promotion code is not functioning as expected and the user can still place the order, we do not deem the issue to be critical.

 

For all other issues, such as general questions and non-critical issues, we aim to respond in 24 hours. However, we typically respond in 1-4 hours.

In many instances, the Customer can reasonably self-diagnose issues by accessing the Software Product information that is readily available in the Knowledge Base. For requests that cannot be resolved via the Knowledge Base, you should submit a ticket through your web store admin or email support[[AT]]commercebuild.com

5. Procedure for Reporting an Incident

An Incident refers to your instance of the Software Product not functioning as designed, and therefore does not refer to a request for new functionality, a change to existing functionality, or a request for commercebuild to do work on behalf of you that you, or any Customer, would normally do themselves.

A critical Incident is defined as the Software Product unavailable for all Customers or a Software Product Incident that has a negative revenue impact on the Customer.

To report an Incident, submit a ticket through your web store admin dashboard or support.commercebuild.com by clicking the chat widget in the lower right hand corner of your screen. Alternatively, you may email support[[AT]]commercebuild.com.

You can also search the Knowledge Base using the Search Box to see if a similar Incident has been reported and potentially resolved.

There are no limits to the number of Incident tickets that can be submitted by a Customer within a calendar year.