Not for Shop (Start/Growth/Pro) unless the Order Form extends coverage.
1. Purpose
This annex defines measurable availability and support commitments. Marketing terms (“HA”, “autoscaling”) without numbers in the Order Form do not create a binding SLA.
Important: Default values below are template and informational only. They are not binding on the parties until expressly confirmed in a signed Order Form (or MSA + Order Form). If there is a conflict, the Order Form prevails.
2. SLA definitions
| Uptime | Percentage of time in a calendar month when Production Service responds to the health check agreed in the SOW |
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| P1 | Total unavailability of production storefront or loss of isolation / suspected Platform security breach |
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| P2 | Severe degradation (checkout / back office unavailable for >X% of sessions) without full outage |
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| P3/P4 | Partial defects / configuration questions |
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| Maintenance Window | Scheduled maintenance announced in advance |
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| Excluded Time | Time excluded from Uptime (Force Majeure, Customer/PSP/Customer DNS failure, maintenance within limit, Customer abuse) |
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| Plan | Monthly uptime target | Notes |
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| Business | 99.9% | Agreed region; LB in standard scope |
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| Platform | 99.9% (+ reports) | Autoscaling within Capacity Band |
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| Enterprise | 99.95% or higher (OF) | HA / multi-AZ when in SOW; DR per RPO/RTO |
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RPO/RTO Disaster Recovery: Order Form only (indicative Enterprise example: RPO ≤ 1 h, RTO ≤ 4 h — not binding without OF).
4. Load balancing, autoscaling and SLA
- LB and autoscaling support the Uptime target inside the Capacity Band.
- Band breach, unapproved load tests or DDoS beyond agreed edge protection may be Excluded Time if the Provider followed the playbook.
- Protective throttling for abuse does not breach SLA if announced and proportionate.
5. Support and response times (defaults)
| Priority | Business | Platform | Enterprise (+ Secure IR) |
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| P1 response | 4 h (business days) | 2 h (business days) | 1 h / 24×7 when 24/7 IR in OF |
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| P2 response | 1 business day | 8 h | 4 h |
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| P3 | 3 business days | 2 business days | 1 business day |
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“Response” = acknowledgement and initial triage, not resolution.
6. Service credits
- If monthly Uptime falls below target for Provider-side reasons (after Excluded Time), the Customer may claim a service credit — only when SLA is activated by Order Form:
| Miss vs target | Credit % of monthly Platform fee |
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- Credits are the exclusive remedy for uptime miss where lawful, and count toward the liability cap in Enterprise Terms Section 14.
- Credit claim: within 30 days of month end to [email protected].
7. Maintenance
- Standard notice: ≥ 72 h (Enterprise) / ≥ 48 h (Business/Platform), except urgent security fixes.
- Maintenance within the monthly limit stated in the OF does not reduce Uptime.
8. Reporting
Platform / Enterprise: monthly availability summary on request or automatically (OF). Enterprise Secure: additionally PIR after P1.
*IoneShop Enterprise SLA Annex 1.1-sla. Not legal advice. Figures without an Order Form are informational templates only.*