> ## Documentation Index
> Fetch the complete documentation index at: https://discountkit.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Service level agreement

> Service Level Agreement for Discount Kit Enterprise Plan

**Effective Date:** July 22, 2025
**Last Updated:** January 6, 2026

**Scope:** This SLA applies to Discount Kit Enterprise Plan subscribers only.

## 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). **Full details on the usage and scope of this channel are defined in the [Enterprise Support Policy](enterprise-support-policy).**

### Support Hours

* **Current:** 24/7, 365 support

### 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   |

**Important Notes:**

* Optizio determines priority classification. **Issues are classified as Bugs or Feature Requests in accordance with our [Issue Resolution & Prioritization Policy](issue-resolution-policy).**
* Response times begin with substantive replies, not automated acknowledgments
* The dedicated Slack channel enables faster escalation **as outlined in the [Enterprise Support Policy](enterprise-support-policy).**

## 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

Termination requires 30 days' written notice and documentation of qualifying breaches. Optizio refunds unused current-period fees.

## 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

## 7. SLA Modifications

We may update this agreement with 30 days' advance notice. Material modifications receive email and in-app notification. Continued service use indicates acceptance of changes.

Annual reviews may prompt updates reflecting infrastructure improvements or business requirements.

## 8. Contact Information

**Support Email:** [support@discountkit.app](mailto:support@discountkit.app)

**Optizio Ltd**
124 City Road
London
EC1V 2NX
United Kingdom

Enterprise Plan Slack channel details provided upon activation.