< View All Legal Agreements

Magento Enterprise Cloud Edition Service-Level Agreement

This Service Level Agreement (this “SLA”) describes the standard at which Magento will provide support services to Customer. We may modify this Policy at any time by posting a revised version on the Magento Site. By using the Services or accessing the Account, you agree to the latest version of this SLA. the event of a conflict between this SLA and the Magento Enterprise Cloud Edition Services Agreement or other agreement with us governing your use of our Services (the “Agreement”), this SLA shall control, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

HOSTING SUPPORT AND UPTIME

Magento shall use commercially reasonable efforts to provide support services needed to assist Customer in minimizing Downtime.

“Operational" means the ability to run the Production Instance without errors or failures due to the hosting stack or lack of connectivity to the Internet.

Downtime” means a period of time when the Software is not Operational.

Service Level” means that the Software is Operational during 99.99% of any given calendar quarter. For clarity, the calculation of Service Level shall not include Downtime attributable to:

(a) failure to deploy the Software according to the Documentation;

(b) planned downtime or maintenance;

(c) Hosting Service outages or failure of other components not within Magento’s control;

(d) issues associated with Modifications, Third-Party Content, Customer Content or other Content that is not the Software.

(e) Planned or scheduled downtime

(f) Factors outside the reasonable control of Magento including but not limited to force majeure, general Internet outages, or problems beyond the Service provided by Magento

(g) Problems resulting from the actions or inactions of the Customer including any issues arising from Content, Modifications, Configuration of the Software, Customizations, errant or problematic code, Application Services, Third Party Applications, and/or Third Party Web Services

(h) Issues that impact elements of the Service outside of the Production Instance running in the Production Environment

or

(i) Issues caused by usage exceeding server capacity in situations where the customer is in arrears due to Late Payment.

SERVICE CREDITS

If the Service Level is not met for any given calendar quarter, Customer may, within thirty (30) days after the end of a given calendar quarter, apply to Magento for a service credit after all Service Fees have been fully paid by Customer and received by Magento.  After Magento receives such a request and confirms that the Service Level has not been met, Magento shall provide Customer with a credit for the Customer’s Service Fees during the next applicable Accounting Period. 

For each additional one-percent of Downtime, Customer shall be entitled to a service credit in the amount of one-percent (1%) of the applicable Service Fees paid by Customer. Service credits are redeemable in one-percent increments up to a maximum of a refund of twenty-five percent (25%) of Service Fees paid by a Customer during a Quarter. In no event shall Customer setoff any service credits against the amounts that it owes Magento.

Implementation Services. It is Customer's responsibility to staff or hire a third party that will provide implementation services for the initial set-up and/or configuration and for integration of the Cloud Service and that will provide first level help-desk support and application support including support of any Modifications (an “Implementation Firm”). Any third party services provided to Customer are provided under a separate agreement between Customer and such third party. Magento is not responsible for any features, functionality, Modifications, or extensions deployed by Customer or any third party on behalf of Customer.

SUPPORT

1. Applicability.

This Support Services Document governs the provision of support and maintenance services by Magento to Customer for the Cloud Service. First line (help desk) support services for the Cloud Service must be provided by the Customer's Application Support provider. Should the provider require Magento support Services, Magento then offers 24x7x365 follow the sun support services Incident support to assist Customer in situations which require further support as described in Section 2 of this document. Magento Software upgrades and patches may be provided as part of the Service but the installation and deployment of these upgrades and patches are not Included in the subscription fees for the Cloud Service and is the responsibility of the Customer and the Customer’s Implementation Firm.

2. Excluded Services. For the avoidance of doubt, the Cloud Services are limited to those expressly defined in the Magento ECE Services Agreement. In particular, the following activities shall be not in scope of the Cloud Service:

  • Third Party Applications and Third Party Web Services (Ie: credit card payment processing fees and SSL certificates);
  • Application Support services;
  • Support for Modifications; and
  • Applying software application upgrades and updates

3. Support Services

Subject to Sections 1 and 2 of this Support Document, Magento will offer Support for all Incidents, An “Incident” is defined as an unexpected interruption or a reduction in the quality of an IT service or a failure of a configuration Item (CI) that has not yet impacted an IT service. Incidents can include failures or degradation of services reported by users, customers, partners, Magento staff and third-party suppliers or automation from monitoring tools. Incident management process is responsible for managing the lifecycle of all Incidents.

The primary goal of the Incident management process is to restore normal service operation as quickly as possible and minimize the adverse impact of Incidents on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Normal service operation is defined as an operational state where services and as are performing within agreed service and operational levels.

The objectives of the Incident management process are to:

  • Restore normal service operation as quickly as possible and minimize the adverse impact on business operations;
  • Ensure that standard methods and procedures are used for efficient and prompt Incident response, analysis„ documentation' ongoing management, and reporting;
  • Increase visibility and communication of Incidents to business/support staff and customers/partners;
  • Align incident management activities and priorities with those or the business; and
  • Maintain user satisfaction with the quality of IT services.

Magento support personnel will provide the Customer or Implementation Firm with remote assistance for emergency issues (P1 & P2 as defined below) on a 24x7 basis for non-Application Support issues. Otherwise, non-emergency Issues and standard requests and services will be handled during Business Hours. Any Issues requiring Application Support will be routed to Customer or its Application Support partner and will be Customer's responsibility to resolve.

In the case of an Incident, either Customer will contact Magento support, or Magento support may contact Customer, and standard Incident support processes will be followed including the delivery of a Root Cause Analysis (RCA) document post Incident resolution. Incidents have to be reported by Customer via the help functionality made available by Magento (or any other support channel introduced by Magento). Current support contact information is described in the Magento Enterprise Cloud Edition Services Description. In the event that Magento must access any of the Customer Content, Customer hereby grants to Magento the permission for such remote access. The priority levels and response and resolution times set out below only apply to the Production Environment and do not apply to the Development Environment or Staging Environments of the Hosting Platform. In the event that the Customer’s Application Support partner contacts Cloud Services support for an Issue with the Cloud Services, Magento shall respond in accordance with the response and resolution times set out in the table below:

Incident Priorities and Initial Response Times

Incident Properties Definition
Priority Level 1 Fatal Issue/Total Failure: Problem causing the Customer production experience (includes but not limited to the website, mobile site, mobile app and accessibility to the application through API’s, mobile app, headless Magento instance called via web services and other non-website uses) to cease from operating or processing orders.
Priority Level 2 Major Issue: Problem causing the Customer production experience (includes but not limited to the website, mobile site, mobile app and accessibility to the application through API’s) to experience major problems with its ability  to  operate. This situation exists when the Customer production Website is experiencing severe failures, but it is still able to minimally function.
Priority Level 3 Limited Issue: Problem affecting only certain non-critical functions of the Customer production experience (includes but not limited to the website, mobile site, mobile app and accessibility to the application through API’s).  This situation is occurring when the Customer production experience is usable but has certain limited functions.
Priority Level 4 Minor Issue: This situation includes all other non-critical problems (including all issues on non-production sites / environments). It is present when the Customer production experience is usable however the problem results in a minor issue affecting it.

 

 

Incident Priorities Support Availability Support Language Resolution Process Initial Response Time
Priority Level 1

24 hours 7 days a week

English Magento will attempt to contact customer within the initial response time to clarify business impact and initiate resolution process.

Magento initial response within 1 hour of confirmation. *

Priority Level 2

US Cluster: 8am-8pm EST

EU Cluster: 9am-6pm GMT+2

AUS Cluster: 9am – 6PM AEDT

English Magento will attempt to contact customer within the initial response time to clarify business impact and initiate resolution process.

Magento initial response within 1 hour of confirmation. *

Priority Level 3

US Cluster: 8am-8pm EST

EU Cluster: 9am-6pm GMT+2

AUS Cluster: 9am – 6PM AEDT

English Magento will attempt to contact customer to clarify business impact and evaluate incident. Magento initial response within 1 business day of confirmation. *
Priority Level 4

US Cluster: 8am-8pm EST

EU Cluster: 9am-6pm GMT+2

AUS Cluster: 9am – 6PM AEDT

English Magento will attempt to contact customer to clarify business impact and evaluate incident. Magento initial response within 1 business day of confirmation. *

*Incident receipt at Magento will be confirmed via Magento incident management system for all online submitted incidents.

For any issues discovered by Magento, the Magento support group will begin measures to respond and address the Issue through standard Incident response procedures as well as follow previously documented escalation procedures to notify and keep informed the appropriate customer contacts as identified in the personalized operations guide (which is created during the setup phase of the Project). Application Support Issues will be routed to Customer's Application Support partner.