1. Definitions
Service
OneChannelAdmin applications, APIs, operational services, enabled modules, and supported platform capabilities.
Available
Service is considered available when:
- production environments respond
- users can authenticate
- primary production functionality operates
Downtime
Downtime means inability of Customers to use core production functionality.
- scheduled maintenance
- customer networks
- customer infrastructure
- customer integrations
- force majeure
- internet failures
- third-party provider outages
- abuse mitigation
- unsupported configurations
- beta services
Monthly Availability
Monthly Availability % = ((Total Minutes − Downtime Minutes) ÷ Total Minutes) × 100.
Minor degradation does not automatically constitute downtime.
2. Service Availability Objective
OneChannelAdmin targets:
Monthly Availability
99.9%
Target applies to:
- production environments
- primary application services
- authenticated customer access
- supported operational endpoints
Availability targets do not guarantee uninterrupted operation.
3. Covered Services
Covered Services
- Application Platform
- Dashboard
- Inventory Operations
- Order Operations
- Warehouse Operations
- Catalog Operations
- API Availability
- Authentication Services
- AI Services (best effort)
Not Covered
- Customer infrastructure
- Customer devices
- Third-party integrations
- External marketplaces
- Sandbox environments
- Customer-managed environments
4. Support Hours
Standard Support Hours
Monday–Friday, 8:00 AM–5:00 PM United States Eastern Time (ET).
Emergency handling may occur outside standard hours.
5. Support Plans
Growth — Business Hours Support
- P1 Critical — 8 Business Hours
- P2 Major — 1 Business Day
- P3 Standard — 2 Business Days
- P4 General — 3 Business Days
Enterprise — Priority Handling
- P1 Critical — 4–24 Hours
- P2 Major — 8–48 Business Hours
- P3 Standard — 1–3 Business Days
- P4 General — 2–7 Business Days
Custom support commitments may be defined separately.
6. Incident Severity
P1 — Critical
Target: Immediate investigation.
- production unavailable
- complete outage
- security emergency
P2 — Major
Target: High priority response.
- degraded performance
- key workflows unavailable
P3 — Standard
Examples include isolated issues and feature malfunction.
P4 — Low
Examples include questions, requests, and enhancements.
7. Incident Communication
For major incidents Company may provide:
- incident summaries
- mitigation updates
- progress notifications
- resolution information
Communication methods may include:
- email
- status page
- support portal
8. Maintenance
Company may perform maintenance.
Standard Maintenance Window
Weekends.
Maintenance activities may include:
- upgrades
- patching
- migrations
- infrastructure improvements
- security remediation
Emergency maintenance may occur without advance notice where reasonably necessary.
9. Security Response
Security incidents may involve:
- containment
- investigation
- recovery
- notification
- remediation
Response timing depends on severity and operational conditions.
10. Backup and Recovery
OneChannelAdmin maintains operational backup and recovery procedures intended to support continuity and restoration.
Recovery objectives are operational targets and not guarantees unless separately contracted.
Recovery Point Objective (RPO)
Target: Up to 24 hours. The maximum targeted amount of Customer Data that may require restoration following a qualifying recovery event.
- replication timing
- integrations
- recovery scope
- incident conditions
Recovery Time Objective (RTO)
Target: Up to 24 hours. The targeted time to restore materially affected Services following a qualifying recovery event.
- severity
- infrastructure conditions
- dependency recovery
- operational requirements
Backups are intended for operational recovery and are not archival services.
Enterprise recovery commitments may be defined separately.
11. API Service Levels
Public APIs operate on shared infrastructure.
Company may:
- throttle traffic
- apply rate limits
- protect availability
- modify limits
API limits may vary by subscription.
12. AI Service Levels
AI services are provided on a best-effort basis.
Availability may depend upon:
- AI providers
- infrastructure
- workload conditions
AI output quality is not guaranteed.
Customer remains responsible for validation.
13. Ecosystem Services
Participation in the following services does not guarantee elevated service levels:
- OneDirectBuy
- OneFulfillCenter
Customers may operate independently.
14. Service Credits
Eligible credits apply only if:
- Customer submits request within 30 days
- availability falls below SLA target
Availability ≥ 99.9%
No Credit
Availability 99.0–99.89%
5% Service Credit
Availability 95.0–98.99%
10% Service Credit
Availability < 95.0%
15% Service Credit
Credits:
- apply to future invoices
- are not cash refunds
- represent sole availability remedy
15. Exclusions
SLA excludes:
- customer misuse
- unsupported configuration
- customer infrastructure
- external provider failures
- scheduled maintenance
- force majeure
- security attacks
- beta features
16. Limitation
This SLA represents the sole remedy for availability claims.
17. Changes
Company may revise this SLA.
Updated versions apply prospectively.
OneChannelAdmin LLC
8 W Darlington Ave
Kissimmee, FL 34746
Florida, USA
