Service Level Agreement

This VoucherCart Service Level Agreement (“SLA”) accompanies the VoucherCart Merchant Terms and Conditions of Service, available at https://vouchercart.com/merchant-terms-and-conditions/ or a successor URL (the “Agreement”) entered into between you (“Customer”) and VoucherCart. Terms used in this SLA that are not defined herein have the meanings given to them in the Agreement.

Target Availability
VoucherCart will use reasonable efforts to make each Service(s) available with an uptime of 99.9% each month (“Target Availability”).

Exclusions
Uptime calculation will not include unavailability due to: (a) use of the Service by any Customer in any manner not authorized in this Agreement or applicable Documentation; (b) Internet or connectivity problems, force majeure events, or other factors outside of VoucherCart’s reasonable control; (c) Customer’s equipment, software, network connections or any other infrastructure or technology; (d) third-party systems, acts or omissions; or (e) Scheduled Maintenance or reasonable emergency system maintenance.

VoucherCart provides support services for the Service (“Support “) in accordance with the following terms:

A. Support Hours
Support is provided 24 hours/per day, 7 days/week.

B. Incident Submission and Customer Support
The customer may report any errors or abnormal behavior of the Service(s) at any time (“Incidents”) by contacting VoucherCart via our in-APP or website chat service or via email at help@vouchercart.com. The customer will provide any/all information and cooperation necessary to VoucherCart as reasonably required for VoucherCart to be able to provide support. This includes, without limitation, providing the following information to VoucherCart regarding the Incident together with any other relevant information as may be requested by the VoucherCart support team:

  • Elements of the Service(s) that are understood to be unavailable, functioning incorrectly or suboptimally
  • Impact on users of the incident
  • Start time of the Incident
  • A detailed list of steps required to reproduce Incident
  • Relevant data or logged results
  • Error message transcripts

C. Incident Response
VoucherCart’s Support team will assign a priority level (“Priority Level”) to each Incident and seek to respond in accordance with the table below.

Priority

Priority 1

Description

The operation of the Service(s) is critically impacted (non-responsive) for a large number of users;

Target Response Time

2 Hours

Priority 2

Service is responding and functional but performance is impaired or degraded, and/or the incident has a potentially significant impact on the operation of the Service(s) for multiple users.

1 Day

Priority 3

Non-critical issue. No significant impact on the performance of the service(s) however, user experience may be adversely affected.

3 Days

D. Exclusions
VoucherCart will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Service by the Customer in a manner that is not authorised; (b) Internet or connectivity problems, force majeure events or other factors outside of VoucherCart’s reasonable control; (c) Customer’s equipment, software, network connections or other infrastructure or technology; or (d) third-party systems, acts or omissions.