Service level agreement for customer support

“Merchant Support” or “ShopWord Support” or “Technical Support” is defined as the communication between the ShopWord support team and the customer.

Support is provided through the official support portal of ShopWord (support.accounts.shopward.io)

Or by contacting the technical support email (support@accounts.shopward.io)

Support response/resolution times will be handled in accordance with the following SLA*

the level	Standard	First reply (during)	Reaching a solution (during)	work hours
urgent	Critical system outage: Any reported issues that affect important system functions. Impact on user experience to complete the order: Any issues on the site that negatively impact the visitor experience and may result in lost sales. Scope: Website is down, dashboard is inaccessible, or there is an issue with order processing or user experience to complete the order.	4 hours	24 hours	Calendar clocks
high	Disruption of major functions: Problems that disrupt basic services the range: Features that impact the core functionality of the Service (order processing) including marketing tools, integrations, points, wallets, and shipping rates.	12 hours	48 hours	work hours
middle	Non-critical errors/problem: Non-urgent bug/problem/performance requests. the range: Low performance, and any issues related to errors in: blog, banners, site components, menus, header and footer, and translations.	48 hours	3 days	work hours
low	General inquiries and requests: Non-technical inquiries and service requests that do not affect the operation of the service. the rangeGeneral requests, knowledge and training requests, design requests, requests to change and add content, requests to add features, integration requests, and change requests that include logos, images, menus, design components, logo, header and footer, admin panel pages, data or backup, or any changes or modifications to features. In the control panel.	3 days	5 days	work hours

*If a ticket takes longer than expected to resolve, its status will be changed to " pending “

This status indicates that the ticket is outside the normal SLA times for resolving the issue

It may require additional third-party evaluation to estimate the time required to resolve it

Terms and Conditions:

Every request is considered a “feature” and a “change” (low importance) unless it is during the “customer onboarding/launching” phase, where they are treated differently.

hours Orthodontic : Includes all days of the week including Friday and Saturday

hours the job : It is from Sunday to Thursday, from 09:00 AM to 05:00 PM (Kuwait time)

reach to solve : It is what we aim for, but we cannot guarantee it. Therefore, it is sometimes expected to deviate from the “Service Level” depending on the complexity of the problem and in this case the ticket status will be transferred to Waiting.

ShopWord's support team will follow the above SLA as is and there will be no exceptions or overrides regardless of the customer's plan, unless ShopWord announces a change to the SLA.

Opening multiple similar/duplicate support tickets with the same purpose or submitted by multiple users on the customer side will be considered a “Duplicate Ticket” and therefore will not be considered within the SLA and ShopWord Support Team will not be responsible for any delay in responses or solutions.

The clearer and more detailed your tickets are (language and grammar), the faster the support team will receive a resolution and response. Our support team can respond to tickets in English or Arabic

The only channel for ShopWord support is the support portal via the link https://support.accounts.shopward.io

Or by sending an email to support@accounts.shopward.io

There are no other channels, and calls, messages or chats will not be accepted

The customer has the right to request his financial information, subscription (upgrade/downgrade), feature explanation, problem solution, requests, complaints, and suggestions. Meeting requests will only be accepted if the problem is not resolved or the team does not succeed in providing a practical solution. In this case, customers have the right to request a meeting, knowing that the ShopWord team has the right to agree to this or not.