Service Level Agreement
Support Agreement
Clear, transparent boundaries on what our engineering team handles as part of your active license support.
What We Cover
- Installation and initial web server configuration guidance
- System bug reporting, hotfix distribution, and resolution
- Regular software updates, supplier drivers, and security patches
- General usage questions regarding catalog, wallets, and orders
- Supplier API integration troubleshooting and payload verification
- Domain re-binding assistance when relocating servers
Outside Scope
- Third-party server hardware or bare-metal management
- Custom PHP/JS modifications written by the user or third parties
- Data recovery resulting from unbacked-up host failures
- Operating system kernel level troubleshooting (beyond basic prerequisites)
- On-site physical technical visits