Service Level Agreement

This Service Level Agreement (“SLA”) sets forth the terms and conditions under which Shopmonkey Inc., a Delaware Corporation (“Shopmonkey”) will provide service levels to Licensed Users pursuant to the applicable Terms of Service in effect between Shopmonkey and Licensed User.

Last updated: December 1, 2022

Support Channels by Subscription

	Email	Chat	Phone
Basic
Clever
Genius

Hours of Availability

In-app chat support, email support, and phone support is available through a Shopmonkey customer support agent as follows (Pacific Time):

	Email	Chat	Phone
Basic	6:00 AM - 5:00 PM PT Monday-Friday*	6:00 AM - 5:00 PM PT Monday-Friday*
Clever	6:00 AM - 5:00 PM PT Monday-Friday*	6:00 AM - 5:00 PM PT Monday-Friday*	6:30 AM - 5:00 PM PT Monday-Friday*
Genius	6:00 AM - 5:00 PM PT Monday-Friday*	6:00 AM - 5:00 PM PT Monday-Friday*	6:30 AM - 5:00 PM PT Monday-Friday*

*excluding all major US Holidays.

Direct Support Phone Line: (408) 675-2393
Toll-Free Company Phone Line: (855) 279-8309

Email Support shall be available for Normal priority support issues (as noted below) at support@shopmonkey.io

What Support includes:

Assist with general questions related to using the Shopmonkey product
Help from live product experts that will assist in providing best practices, answers and solutions
Identify and troubleshoot issues
A trained Shopmonkey technical support expert will help identify and resolve or escalate issues
First contact resolution
We aim to resolve your issue the first time you contact us!

Service Level Agreement for Support Requests:

The following table outlines the service levels for response based on the severity of the incident.

Support Incidents SLA
Priority	Criteria	Response Time
1 - Critical	Shopmonkey services not responding, or significantly degraded, at entire store (or multiple stores) Store wide issue impacting frontline sales Security issue with potential to compromise customer data	8 hours
2 - High	Single user session not responding, significantly degraded, impacting sales Single station or user having an issue impacting sales Single user unable to login Reporting performance is slow or significantly degraded	12 hours
3 - Normal	Functional issue not immediately impacting front line sales Printing issue where there is a workaround identified Single station or user having an issue not impacting sales	24 hours

System Performance

Shopmonkey Uptime: Any period of time when Licensed Users are able to access required functions on the Shopmonkey Platform during the stores business hours and after hours as noted below:

Shopmonkey Uptime SLA
Store business hours	3:30AM to 8PM PT 7 days a week 365 days per year	99%
After hours	8PM to 3:30AM PST PT 7 days a week 365 days per year	99%*

*The ‘After hours’ uptime SLA is subject to after-hours downtime for regular maintenance that is scheduled in advance with reasonable notice to Licensed Users. Maintenance schedules are posted in advance on our Shopmonkey App Status site.