Service Level Agreement
API2Cart provides unified shopping cart data interface for easy integration and data exchange between software and multiple stores.
Service Level Agreement is a policy governing the use of API between API2Cart service providers and customers. This SLA applies separately to each account using unified shopping cart interface. By setting down these policies we hope to provide high quality service, have accurate profile of user needs and demonstrate the appropriate level of Support Service to satisfy customers’ requests. The aim of agreement is to provide basis for cooperation between software providers and API2Cart, ensuring timely and efficient support and technical assistance.
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.
API2Cart provides unified API platform to perform integrations for multiple shopping carts. Claiming this we offer:
- API for 30 + 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
Also under this commitment, API2Cart is obliged to provide its Customer with following services:
New Shopping Cart Version Support
We are responsible for providing constant service update and extending the scope of provided service. When the shopping cart which is in the list of our supported carts releases new version, we guarantee to add support of new version with all API methods available for the previous shopping cart version in terms of 2 month from the moment of release.
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 downtime period to our support team. If such request is confirmed by us and service uptime is less than 99.8% you will receive additional hours of API2Cart use.
API2Cart guarantees high service availability during working hours.
API2Cart reserves the right to disable the account in case of 2 months debt.
We do not cover as standard:
- Bespoke methods development or integration
- Optimization and tuning of customer’s software
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
API2Cart provides customer support on general questions only. Request is guaranteed to be responded in 24 hours.Note: We are working on business days only (excluding National Holidays and weekends).
Requests can be submitted online at: https://support.magneticone.com/index.php?/Tickets/Submit/RenderForm/45
or sent to an e-mail at support [at] api2cart [dot] com 24 hours a day.
Business requests should be sent via email: contact [at] api2cart [dot] com or business [at] api2cart [dot] com.
Please note, we highly recommend to change all access details you provide API2Cart developers with, within 5 working days after your problem was solved.
To cease using the service or downgrade your current plan, you must warn us in advance (at least 30 days before the date of unsubscription/downgrade).
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.
Last update: July 3, 2014