Enterprise Service Level Agreement
Draft — not yet in force. These documents are shared for transparency and are pending legal review. They are not the final, binding terms until published at launch.
DRAFT for legal review — not final, not in force. See 00-README. This SLA applies only to Merchants on an Enterprise plan under a signed Order Form/MSA. Standard plans (Entry/Growth/Pro) have no uptime SLA or service credits (best-effort support only — see ToS §8). `` = lawyer to verify; figures are the confirmed defaults, final numbers set in the Order Form.
Provider: CIQRA OÜ, Tallinn, Estonia · Version: 1.0-draft · 2026-07-08
1. Uptime commitment
1.1 CIQRA targets ≥ 99.9% Monthly Uptime Percentage for the core Enterprise Services (Storefront serving, checkout, and admin API).
1.2 Monthly Uptime Percentage = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100, where Downtime is sustained unavailability of the core Services attributable to CIQRA, measured by CIQRA's monitoring (and, where agreed, corroborated by the Merchant's evidence).
2. Exclusions (not counted as Downtime)
Downtime does not include unavailability caused by: (a) scheduled maintenance (see §5) or emergency maintenance; (b) factors outside CIQRA's reasonable control / force majeure; (c) third-party services outside CIQRA's control (e.g. Stripe, Cloudflare, Azure regional outage, DNS registrar, the Merchant's own integrations); (d) the Merchant's acts, misconfiguration, content, or code; (e) suspension for breach, non-payment, security or legal reasons; (f) beta/preview features; or (g) internet/network problems beyond CIQRA's edge.
3. Service credits (sole and exclusive remedy)
3.1 If CIQRA fails to meet the uptime target in a calendar month, the Merchant may claim a service credit, calculated as a percentage of that month's subscription fee:
| Monthly Uptime Percentage | Service credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
3.2 Credits are the Merchant's sole and exclusive remedy for any failure to meet the SLA. Credits are applied against future subscription fees, are non-refundable in cash, and in aggregate will not exceed 100% of one month's subscription fee for the affected month.
3.3 Claim procedure: the Merchant must request a credit in writing to support@ciqra.com within 30 days of the end of the affected month, with reasonable supporting detail (dates/times, affected Services, request logs). CIQRA validates against its monitoring.
4. Support response targets (Enterprise)
Priority support with target first-response times (business hours unless 24×7 is agreed in the Order Form):
| Severity | Definition | Target first response |
|---|---|---|
| S1 — Critical | Core Services down / checkout failing platform-wide for the Merchant | ≤ 4 business hours (or agreed 24×7) |
| S2 — High | Major function impaired, no reasonable workaround | ≤ 8 business hours |
| S3 — Normal | Minor/partial impact, workaround exists | ≤ 1 business day |
| S4 — Low | Question, cosmetic, feature request | ≤ 2 business days |
Response targets are time-to-first-response, not time-to-resolution. Named contacts, escalation paths and any 24×7 coverage are set in the Order Form.
5. Maintenance & communication
5.1 CIQRA aims to give ≥ 48 hours' notice for planned maintenance likely to cause Downtime, scheduled where practicable in low-traffic windows; emergency maintenance may occur with shorter or no notice. 5.2 A status page / incident communication channel is provided for Enterprise Merchants.
6. General
6.1 This SLA is part of the Enterprise Order Form/MSA and is subject to the Terms of Service and Merchant Agreement, including their liability limits (the credits here are additional to, and capped as stated in, those terms). 6.2 CIQRA may update this SLA for future terms; changes do not reduce a commitment already bought for a current term. 6.3 Data protection, security and breach handling are governed by the DPA and Retention & Breach, not this SLA. [Approach: Vercel/BigCommerce/Shopify-Plus SLA-credit structure; İkas "no standard-tier SLA" differentiator.]
End of Enterprise SLA (draft). See: ToS §8 · Merchant Agreement.