API2Cart provides a unified shopping cart data interface for easy Integration and data exchange between software and multiple stores.
Service Level Agreement (the “SLA”) is a policy governing the use of API between API2Cart Service providers and customers. This SLA applies separately to each account using a unified shopping cart interface. By setting down these policies we hope to provide high quality service, have an accurate profile of user needs and demonstrate the appropriate level of Support Service to satisfy customers’ requests. The aim of the SLA is to provide a basis for cooperation between software providers and API2Cart, ensuring timely and efficient support and technical assistance.
This SLA is an integral part of the Terms of Service of API2Cart. By using the API2Cart Service, you irrevocably agree to this SLA. If you do not agree to this SLA, you may not use the API2Cart Service, unless otherwise agreed between the Parties in the Agreement. In the event of a conflict between this SLA and the written API2Cart service Agreement signed between you and API2Cart (the “Agreement”), the Agreement shall prevail, but only to the extent of such conflict.
1. Definitions
1.1 The following definitions shall apply to the API2Cart SLA:
"Availability" - our API is available for you as a registered API2Cart user in the way we intend upon your first request.
"Downtime" - Service downtime being the number of minutes in a month when our API is not available for any reason.
"Service" means the Unified API provided to you for shopping cart Integration and additional technical assistance provided on your request.
"Integration"- the process of linking together different software applications and eCommerce platforms via application programming interface for data exchange and coordinated functionality.
"Unified API" - application programming interface which can be applied equally effectively for Integration with multiple shopping platforms.
"Service Monitoring" - tracking various critical metrics to ensure high Availability and proper Service functionality.
2. Service Commitments
2.1 API2Cart provides a Unified API platform to perform Integrations for multiple shopping carts. Claiming this we offer:
- API for 40+ shopping carts;
- Integration code samples;
- technical support and consultations on specific Integration requirements;
- assistance with software development using API2Cart interface;
- API2Cart API provider will deliver the agreed Services within the agreed timeframes, standards and costs.
2.2 Also under this commitment, API2Cart is obliged to provide its Customer with following services:
2.2.1 New Shopping Cart Version Support
We are responsible for providing constant Service updates and extending the scope of provided Service. When the shopping cart which is in the list of our supported carts releases a new version, we guarantee to add support for the new version with all API methods available for the previous shopping cart version in terms of 2 month from the moment of release.
2.2.2 Service Uptime
API2Cart guarantees to provide 99.8% uptime each calendar month. If we fail to meet the uptime and response percentage as guaranteed we will apply Service credits to the affected accounts. You will be entitled additional hours of API Service equivalent to the period of Service Downtime. You have to report a Downtime period to our support team. If such a request is confirmed by us and Service uptime is less than 99.8% you will receive additional hours of API2Cart use.
2.2.3 Service Availability
API2Cart guarantees high Service Availability during working hours.
API2Cart reserves the right to disable the account in case of 2 months debt.
3. Service Exclusions
3.1 We do not cover as standard:
- Bespoke methods development or Integration
- Optimization and tuning of customer’s software
3.2 The API2Cart SLA doesn’t apply to any unavailability or API performance issues caused by:
- Factors out of our direct control
- Internet access or related problems
- Actions (or inactions) of you or third party
- Your software functionality or other technology
- Failures of individual servers
4. Customer Support
4.1 API2Cart provides customer support on general questions only. Request is guaranteed to be responded to in 24 hours. Actual resolution period may be longer if the issue is complicated or depending on the volume of requests at any point of time.
4.2 Note: We are working on business days only, namely, from 11 am to 7 pm GMT +2, from Monday till Friday (excluding National Holidays and weekends). According to the acting Labor Code of Ukraine, in case of a national holiday or a non-working day coincides with a day-off, the day-off shall be extended to the next consecutive day after a national holiday or a non-working day.
Requests can be submitted online with the help of website chat or sent them to an email at [email protected] 24 hours a day.
4.3 Business requests should be sent via email: [email protected] or [email protected].
Please note, we highly recommend to change all access details you provide API2Cart developers with, within 5 working days after your problem was solved.
4.4 You hereby grant API2Cart a perpetual, irrevocable, worldwide license to use any Feedback (as defined below) you communicate to API2Cart, without compensation, without any obligation to report on such use, and without any other restriction. API2Cart’s rights granted in the previous sentence include, without limitation, the right to exploit Feedback in any and every way, as well as the right to grant sublicenses under copyright, patent, and any other form of intellectual property. Feedback will not be considered your Confidential Information or trade secret. “Feedback” refers to any suggestion or idea for modifying any of API2Cart’s products or services, which is submitted via Contact us form (https://api2cart.com/contact-us/), via any API2Cart emails (e.g. [email protected] , [email protected], [email protected], etc.).
4.5 API2Cart reserves the right to completely stop the support if the issuer uses abusive language or statements.
5. Unsubscribe/Downgrade
5.1 To cease using the Service or downgrade your current plan, you must warn us in advance (at least 30 calendar days before the date of unsubscription/downgrade).
6. Changes
6.1 We reserve the right to change, discontinue or add to this SLA at any time. Registered users of API2Cart will be informed on this in advance.
7. Miscellaneous
7.1 API2Cart ensures the high level of security for your data during the Support Services provision, which the Security Page outlines at the following link: https://api2cart.com/faqs/security-and-privacy/.
Last update: May 18, 2022
