Service Level Agreement

1. Scope and status

This page (the “SLA”) applies to your use of the Orbit Commerce platform under a paid subscription with Orbit Technologies Limited (trading as Orbit Commerce, “we”, “us”, or “our”).

It describes the availability we aim for and how we approach maintenance. It does not guarantee any level of uptime or availability, and it does not entitle you to service credits, refunds, or any other financial compensation. The Service is provided on an “as is” and “as available” basis as set out in section 18 of the Terms of Service, and our liability is limited as set out in section 19 of the Terms of Service.

Capitalised terms not defined here have the meaning given in the Terms of Service. If there is any conflict between this page and the Terms of Service, the Terms of Service prevail.

2. Our availability approach

We use commercially reasonable efforts to keep the production hosting of your published Storefront (including checkout) and the vendor dashboard available, and we aim for high availability. We do not, however, guarantee any particular level of uptime, that the Service will be uninterrupted, timely, secure, or error-free, or that it will be available at any particular time.

We publish near-real-time status information at status.orbitcommerce.net. The status page is informational only and does not create any commitment.

3. Maintenance and matters outside our control

The Service may be unavailable from time to time. We are not responsible for unavailability caused by any of the following:

• Maintenance: scheduled maintenance, for which we aim to give reasonable notice by email or status page, and emergency maintenance for security or stability.
• Your acts or omissions: your Vendor Content, your custom code, your themes or apps, exceeding published rate or resource limits, your domain or DNS configuration, or breach of the Terms of Service or the Acceptable Use Policy.
• Third-party services: services or integrations not provided by us (for example third-party payment gateways, apps, marketplace channels, your own infrastructure or DNS provider, or general internet connectivity).
• Force majeure: events beyond our reasonable control, as defined in the Terms of Service.
• Beta and non-production services: anything we describe as beta, preview, alpha, experimental, sandbox, development, or staging.
• Suspension or unpaid accounts: periods during which the Service is suspended under the Terms of Service or your subscription is not in good standing.

4. No service credits or compensation

We do not provide service credits, refunds, or any other financial compensation if the Service is unavailable or does not meet any availability target. Your remedies in connection with availability are limited to those set out in the Terms of Service (including the limitation of liability in section 19) and, where it applies, your right to terminate for our material breach under section 22 of the Terms of Service. Any refund of prepaid Fees on such a termination is governed by the Refund and Cancellation Policy.

5. Support response targets

The following are the response times we aim for on support requests submitted through the channels we publish for your plan. They are targets, not guarantees, and do not entitle you to any credit or compensation if missed.

6. Changes to this page

We may update this page from time to time. Changes take effect when posted, except that material changes will be notified in accordance with the Terms of Service.

7. Contact