Enterprise Service Level Agreement
CIQRA OÜ · Version 2.3 · Last updated: 3 November 2026
Effective date for existing customers: the changes in this version take effect, for a customer who accepted an earlier version, on the date stated in CIQRA's notice of this version, at least 30 days after the notice (Terms of Service, Section 14.2); until then the earlier version applies to that customer. A customer that objects may terminate without charge before that date (Terms of Service, Section 14.3).
This Service Level Agreement ("SLA") applies only to Merchants on an Enterprise plan whose signed Order Form expressly incorporates it, and only for the term of that Order Form. Merchants on other plans have no uptime commitment and no service credits (see Section 8 of the Terms of Service). Where the Order Form sets different figures or procedures from those in this SLA, the Order Form prevails.
Provider: CIQRA OÜ, registry code 16465907, Veskiposti tn 2, 10138 Tallinn, Harju maakond, Estonia
1. Uptime target
1.1 CIQRA targets a Monthly Uptime Percentage of at least 99.9% for the core Enterprise services: serving the Merchant's Storefront, checkout, and the administration API, unless the Order Form states a different figure. The target is a service level for which the only remedy is the service credit in Section 4; it is not a guarantee of uninterrupted service. The availability CIQRA has measured is published at status.ciqra.com.
1.2 Monthly Uptime Percentage means: (total minutes in the calendar month − minutes of Downtime) ÷ total minutes in the calendar month × 100.
1.3 Downtime means a period during which the core services are unavailable for reasons attributable to CIQRA, as measured under Section 2 (or, where that measurement did not run, as established under Section 2.3) and subject to the exclusions in Section 3.
2. Measurement
2.1 Method. Availability is measured by the method stated in the Order Form. If the Order Form states none, it is measured by the external checks whose results CIQRA publishes at status.ciqra.com:
| Method | |
|---|---|
| Check | A request to the health endpoints of the storefront, checkout, dashboard and API services, sent from outside CIQRA's hosting network |
| Frequency | Once a minute |
| Downtime | Begins when three consecutive checks have failed and ends at the next successful check |
2.2 Monthly record. CIQRA produces a monthly uptime record for each calendar month in which the measurement ran, stating the period covered, the Monthly Uptime Percentage for each host and the Downtime intervals. CIQRA provides the record to the Merchant on request and, in any event, with its response to a claim for a service credit.
2.3 Months without a record. Service credits are calculated from the monthly uptime record. If CIQRA has no uptime record for a calendar month, the Monthly Uptime Percentage for that month is established from the Merchant's reasonable evidence (such as request logs, error reports and support requests) and CIQRA's incident history on status.ciqra.com, and the service credit is calculated from it.
3. Exclusions
Downtime does not include unavailability caused by: (a) planned maintenance announced in accordance with Section 6.1, up to a total of 4 hours in a calendar month; (b) events beyond CIQRA's reasonable control (force majeure); (c) denial-of-service attacks and other attacks on the core Enterprise services by third parties, while CIQRA is taking reasonable measures to mitigate them; (d) third-party services outside CIQRA's control, including payment providers such as Stripe, DNS and content-delivery providers such as Cloudflare, a regional outage of Microsoft Azure, and domain registrars, except where the unavailability is caused by CIQRA's own configuration of, plan with or account at that provider; (e) the Merchant's own code, themes, apps, plugins, integrations, configuration or content, and its other acts or omissions; (f) suspension of the Services for breach, non-payment, security or legal reasons; (g) beta or preview features; or (h) internet or network problems outside CIQRA's network edge.
4. Service credits
4.1 If the Monthly Uptime Percentage for a calendar month falls below the uptime target, the Merchant may claim a service credit, calculated as a percentage of the subscription fee for that month. For the 99.9% target the schedule is as follows; where the Order Form states a different target, the schedule in the Order Form applies:
| Monthly Uptime Percentage | Service credit |
|---|---|
| below 99.9%, and at least 99.0% | 5% |
| below 99.0%, and at least 95.0% | 10% |
| below 95.0% | 25% |
Only the highest applicable rate applies to a month, and the total service credit for a month never exceeds 25% of the subscription fee for that month.
4.2 Service credits are the Merchant's sole and exclusive remedy for any failure to meet the uptime target, except where the failure was caused intentionally or by gross negligence (Terms of Service, Sections 11.3 and 11.4). A Merchant that is in arrears with undisputed fees for the month concerned may claim a credit only once those fees are paid. Credits are applied against future subscription fees, are not payable in cash, and in total may not exceed the cap in Section 4.1 (or a lower cap stated in the Order Form) for the month concerned.
4.3 Claims. To claim a credit, the Merchant must write to info@ciqra.com within 30 days after the end of the month concerned, giving reasonable supporting details (such as dates and times, the services affected and relevant request logs). CIQRA assesses the claim against the monthly uptime record under Section 2 and provides the Merchant with the figures and Downtime intervals on which its decision is based.
5. Support response targets
Enterprise Merchants receive priority support with the following target times for a first response (during business hours, and counting business hours and business days as defined in Section 8.2 of the Terms of Service, unless 24/7 coverage is agreed in the Order Form):
| Severity | Definition | Target first response |
|---|---|---|
| S1 — Critical | Core services unavailable, or checkout failing for all of the Merchant's Shoppers | 4 business hours, or as agreed for 24/7 coverage |
| S2 — High | A major function impaired with no reasonable workaround | 8 business hours |
| S3 — Normal | Minor or partial impact, with a workaround available | 1 business day |
| S4 — Low | Questions, cosmetic issues and feature requests | 1 business day |
Response targets measure the time to the first response, not the time to resolution. Named contacts, escalation paths and any 24/7 coverage are set in the Order Form.
6. Maintenance and communication
6.1 CIQRA announces planned maintenance that is likely to cause Downtime at least 24 hours in advance on status.ciqra.com and schedules it, where practicable, at times of low traffic. Emergency maintenance needed to address a security risk or an incident may be carried out with shorter notice or without notice; it counts as Downtime unless another exclusion in Section 3 applies.
6.2 CIQRA informs Enterprise Merchants of incidents affecting the core services through the communication channel agreed in the Order Form.
7. General
7.1 This SLA forms part of the Order Form and is subject to the Terms of Service and the Merchant Agreement, including their limitations of liability.
7.2 CIQRA may update this SLA for future subscription terms. An update does not reduce a commitment made for a current term.
7.3 Backups and recovery. CIQRA's database backups with point-in-time recovery are kept for up to 35 days, recoverable copies of deleted files for 30 days and, where kept, protected long-term copies of the database and of stored files for up to 6 months, as described in Section 9.4 of the Data Processing Agreement. Keeping a copy is not a commitment on how quickly, or to which point in time, data can be restored. CIQRA has not measured how long a full restore takes, and Microsoft's published figures for failover of its database service are Microsoft's statements, not measurements by CIQRA. This SLA therefore contains no recovery-time or recovery-point commitment; such a commitment applies only if the Order Form states one. These backups serve CIQRA's recovery of the Services, and the Merchant remains responsible for keeping its own copies of its data (Terms of Service, Section 5.6).
7.4 Data protection, security and breach notification are governed by the Data Processing Agreement and the Data Retention and Breach Notification Policy, not by this SLA.