Service Level Agreement (SLA) - Discount Kit Enterprise Plan
Effective Date: 22nd July 2025
Last Updated: 22nd July 2025
Introduction
This Service Level Agreement (“SLA”) defines the service commitments provided by Optizio Ltd (“we,” “us,” or “our”) to customers subscribed to the Discount Kit Enterprise plan (“Enterprise Plan”) for the Discount Kit Shopify application (“App”). This SLA supplements and does not replace the Terms and Conditions for the Discount Kit App.
Company Information:
- Company Name: Optizio Ltd
- Address: 124 City Road, London, EC1V 2NX, United Kingdom
- Contact: support@discountkit.app
Scope and Eligibility
This SLA applies exclusively to customers subscribed to the Discount Kit Enterprise Plan. Customers on Lite and Pro plans are not covered by this SLA but will receive service in accordance with our standard Terms and Conditions.
1. Service Availability & Uptime
1.1 Uptime Commitment
We commit to maintaining 99.9% uptime for the Discount Kit App, measured monthly. This allows for up to 43 minutes of downtime per month.
1.2 Planned Maintenance
- Advance Notice: We will provide at least 48 hours advance notice for planned maintenance
- Maintenance Windows: Planned maintenance will typically be scheduled during low-traffic periods
- Emergency Maintenance: Emergency maintenance may be conducted with immediate notice where possible
1.3 Exclusions from SLA
The following are excluded from uptime calculations and SLA commitments:
- Third-party service provider outages (Shopify, Cloudflare)
- Force majeure events (natural disasters, acts of war, etc.)
- Customer configuration issues or misuse
- Internet connectivity issues outside Optizio’s control
- Planned maintenance conducted with proper advance notice
1.4 Measurement and Monitoring
Uptime is monitored using Instatus, Sentry, and Cloudflare monitoring tools. Measurements are based on our monitoring systems and represent the availability of core App functionality.
2.1 Page Load Performance
We commit to maintaining Shopify’s “Built for Shopify” performance standards, including:
- Largest Contentful Paint (LCP): Under 2.5 seconds
- Cumulative Layout Shift (CLS): Under a score of 0.1
- Interaction to Next Paint (INP):** Under 200 milliseconds
- Performance measured via Shopify Insights using real user data
- Global aggregate measurements across all user locations
Performance metrics are measured through Shopify Insights, providing real-world user experience data aggregated globally. All Enterprise Plan customers receive the same performance levels as other plan customers.
3. Support & Response Times
3.1 Support Channels (Enterprise Plan)
Enterprise Plan customers have access to:
- Standard Channels: In-app chat and email support (available to all customers)
- Enterprise Exclusive: Dedicated shared Slack channel for priority access and faster escalation
3.2 Support Hours
- Current: 9am-9pm UK time, Monday-Friday
- Expanding: 24/7 support (phased rollout from September 1st, 2025)
3.3 Response Time Commitments
Our maximum response times aim to be in line with Shopify’s Partner Program Technology Track.
| Priority Level |
Description |
Business Hours Response |
After Hours Response |
| Critical |
App completely unavailable, major functionality broken |
30 minutes |
2 hours |
| High |
Significant functionality impacted, no workaround available |
12 hours |
Next business day |
| Low |
Questions, feature requests, general inquiries |
3 business days |
3 business day |
3.4 Priority Assessment and Support Features
- Priority Assessment: Optizio determines priority levels based on issue impact and urgency
- Priority Handling: Enterprise customers receive priority handling in the support queue
- Response Definition: Response time refers to the first meaningful reply from our support team (not automated acknowledgments)
- Escalation: Slack channel enables faster escalation for urgent issues
4. Data & Security
4.1 Data Protection and Backup
Our data protection and backup commitments are detailed in our comprehensive policy documents:
- Backup Policy: Refer to Optizio Data Backup Policy for detailed backup procedures, retention periods, and recovery processes
- Data Security: All security measures outlined in our Information Security Policy apply to Enterprise Plan customers
- Privacy Compliance: Full compliance with commitments detailed in our Privacy Policy
4.2 Security Standards
- Encryption: Industry-standard encryption (AES-256) for data at rest and TLS 1.2+ for data in transit
- Access Controls: Role-based access with principle of least privilege
- Multi-Factor Authentication: Required for all critical systems
- Compliance: GDPR and Data Protection Act 2018 compliant
4.3 Incident Response
- Security Incident Response: Managed according to our Incident Response Plan
- Customer Notification: Prompt notification following incident confirmation
- Regulatory Compliance: Notification within 72 hours where required by law (GDPR compliance)
- Communication: Clear information provided on incident nature, data affected, and remediation steps
4.4 Enhanced Features
Enterprise Plan customers receive the same security and data protection standards as all other customers. No differentiated security features are provided based on plan level.
5. Service Credits & Remedies
5.1 Service Credit Eligibility
Service credits apply only to customers subscribed to the Discount Kit Enterprise Plan. No service credits are available for Lite or Pro plan customers.
5.2 Service Credit Structure
- Credit Amount: 10% of monthly subscription fees for each SLA breach
- Cumulative Credits: Credits may accumulate up to 100% of monthly subscription fees
- No Differentiation: All SLA breaches (uptime, performance, support response times) result in the same 10% credit
5.3 Service Credit Process
- Claim Requirement: Customers must request service credits; they are not automatically applied
- Claim Period: Requests must be submitted within 3 months of the SLA breach occurrence
- Credit Application: Approved credits are applied to the following month’s subscription fees as a Shopify application credit.
- Documentation: Customers should provide details of the SLA breach when requesting credits
5.4 Service Credit Exclusions
Service credits are not applicable for service interruptions caused by:
- Third-party service provider outages (Shopify, Cloudflare)
- Force majeure events
- Customer configuration issues or misuse
- Internet connectivity issues outside Optizio’s control
- Planned maintenance conducted with proper advance notice
5.5 Termination Rights
Enterprise Plan customers have the right to terminate their subscription without early termination penalties if:
- Persistent Issues: SLA breaches occur in 3 consecutive months, OR
- Frequent Issues: SLA breaches occur 4 or more times in any 6-month period
Termination Process:
- Customer must provide 30 days written notice of intent to terminate
- Optizio will refund any unused fees for the current billing period
- Customer must document the qualifying SLA breaches when providing termination notice
6. SLA Measurement and Reporting
6.1 Monitoring and Measurement
- Uptime Monitoring: Continuous monitoring via Instatus, Sentry, and Cloudflare tools
- Performance Monitoring: Real-world user data through Shopify Insights
- Support Response Tracking: Internal ticketing system timestamps for response time measurement
6.2 Reporting
- Monthly Reporting: SLA performance summaries available upon request
- Incident Communication: Proactive communication for significant service disruptions
- Transparency: Status page and monitoring results available to customers
7. SLA Modifications
7.1 Changes to SLA
- We may modify this SLA from time to time with 30 days advance notice to Enterprise Plan customers
- Material changes to SLA commitments will be communicated via email and in-app notifications
- Continued use of the Enterprise Plan after SLA modifications constitutes acceptance
7.2 SLA Review
This SLA is reviewed annually and may be updated to reflect service improvements, infrastructure changes, or business requirements.
For questions about this SLA, to report SLA breaches, or to request service credits:
Email: support@discountkit.app
Enterprise Plan Slack Channel: [Provided upon request after Enterprise Plan activation]
Optizio Ltd
124 City Road
London
EC1V 2NX
United Kingdom
This Service Level Agreement is effective as of the 22nd July 2025 and applies exclusively to Discount Kit Enterprise Plan subscribers.