Support Plans

Based on your needs!

For LogiCommerce On-premise users, Updates and Upgrades will be made available, however, LogiCommerce shall not undertake the installation of Updates and Upgrades nor offer any support or consulting services, unless agreed in a different agreement.

The fee of the Enterprise and Enterprise Advanced Plan is due in full prior to the commencement of any support activities.

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Solution Experts will provide technical Support to the Customer in relation to the use and operation of the LogiCommerce Software. During the Support Hours, LogiCommerce will, upon the Partners request, provide technical Support in relation to the use and operation of the LogiCommerce Subscription.

Direct support to the merchant is only provided in the exception that they had their own IT Team built the eCommerce and there is no Solution Partner involved.

The following is a detail of the type of tasks that the service includes:

- Corrections to the software:

Documenting the case detected adequately and communicating it through the different mechanisms established in the service. These types of applications are categorized in 4 levels of gravity.

Both the response times for incidents and inquiries, as well as the communication mechanisms enabled, depend on the type of service that is contracted.

- The following tasks are considered Consultations and Queries and will be answered through credits:

• • Inquiries about the implementation of the navigation and purchase interface.
  • Doubts about the operation of back office, Sync API, Apps (Plug-ins and Add-ons) LogiCommerce.

Severity 3 Issues (Minor):

This is an incidence of medium to low impact that affects certain partial and / or non-critical features of THE CLIENT’s eCommerce.

Reasonable efforts will be made during their stipulated hours of operation, to provide a timely resolution for the next Minor version of LogiCommerce.

Severity 4 Issues (Cosmetic):

It is a matter of a general question or incidence that may be of a less important nature or cosmetic. It can also be related to the documentation and may include problems that LCB considers requests for improvement, however, the service works without interruption.

LCB will consider the requests for improvement in the product management process, however, with no obligation of including them in the roadmap.

Upgrade of Severity Levels

If, during the Support Request process, the issue warrants the assignment of a higher severity level than that currently assigned based on the current impact on the production operation of the service, the severity level will be upgraded to the severity level that most appropriately reflects its current impact. In requesting any assignment of a higher severity level, LCB may requests THE CLIENT to provide additional information that demonstrates the increased impact of the issue.

Adherence to Severity Level Definitions

THE CLIENT shall ensure that the assignment and adjustment of any severity level designation is accurate based on the current impact on the production operation of the service. THE CLIENT acknowledges that LCB is not responsible for any failure to meet performance standards caused by THE CLIENT’S misuse or mis-assignment of severity level designations.

Examples:

• Inquiry of 10 minutes with priority “Medium” = cost of 1,5 credits
• Inquiry of 1 hour with priority “Medium” = cost of 1,5 credits
• Inquiry of 1 hour and 20 minutes with priority “Medium” = cost of 3 credits
• Inquiry of 1 hour with priority “High” = cost of 2 credits
• Inquiry of 1 hour and 20 minutes with priority “High” = cost of 4 Credits
• Inquiry of 1 hour with Priority “Low”, followed by a development of 2 hours with the same priority = cost of 4 credits

For Support requests that will take more than 2 hours to complete, an estimate of the necessary time to complete the request will be send to THE CLIENT and work will begin only upon THE CLIENT’S approval and acceptance of the written estimate.

The following tasks are considered Consultations and inquiries (credits are charged):

• Inquiries about the implementation of the navigation and purchase interface.
• Doubts about the operation of back office, Sync API, Apps (Plug-ins and Add-ons).

Voucher

Any Voucher, added as balance to THE CLIENT’S LogiCommerce Wallet, can be applied against future payments of LCB products from THE CLIENT. A Voucher will not entitle THE CLIENT to any refund. A Voucher will be applicable and issued only if the amount for the applicable monthly billing cycle is more than one dollar or euro ($1 USD or EUR). Vouchers may not be transferred or applied to any other account.

SLA Penalty Request and Payment Procedures

To receive a Voucher, THE CLIENT must submit a claim by opening a case in the LogiCommerce Support Center. To be eligible, the request must be received by LCB by the end of the second billing cycle after which the incident occurred and must include:

1. the words “SLA Penalty Request” in the subject line;
2. the dates and times of each Unavailability incident that you are claiming;
3. the affected Included Shop ID;
4. the billing cycle with respect to which you are claiming the Voucher; and
5. your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks)

If the actual Uptime Percentage of such request is confirmed by us and is less than the Service commitment, the Voucher will be issued within one month after our confirmation of THE CLIENT’S claim request to their LogiCommerce Wallet. THE CLIENT’S failure to provide the request and other information as required above will disqualify them from receiving a Voucher.

The SLA is excluded in the following scenarios:

• Failure to deploy the Services according to the documentation or problems resulting from either CLIENT’s or CLIENT’s Implementation Team’s actions or inactions, including without limitation problems resulting from CLIENT Content, Modifications, Third-Party Services, Third-Party Content or any issues caused by or arising from configuration of the Software or errant or problematic code in the Front infrastructure.
• Planned maintenance shutdown for the application of an Upgrade or any security Update of the Platform with prior notice of 48 hours. LCB shall have no obligation to inform THE CLIENT about the interruptions in the case of an emergency, understood as those that affects the proper functioning of the platform and in the case of safety reasons against vulnerabilities. It is understood that in the case of an emergency, these interruptions will persist for the time necessary to solve the failures and / or vulnerabilities presented and should be informed by LCB to THE CLIENT containing the explanations and estimated time necessary to solve the vulnerability.
• Suspension or termination of service determined by court order of THE CLIENT’S right to use the platform in accordance with the Agreement.
• DDoS attacks continued over 1 hour.
• Factors outside the reasonable control of LCB including but not limited to force majeure, general internet outages, or problems beyond the Services provided by LCB like connection failure from hosting company that provides this service.
• Exceed the maximum requests limit per minute which is defined as double (2) the average number of requests in the last forty-five (45) days, unless THE CLIENT has informed LCB with a minimum notice of forty-eight (48) hours of possible actions, such as an advertising campaign, launch of new products, etc. that may subject the technical infrastructure to exceed the maximum limit of requests per minute as mentioned above.

LCB may temporarily suspend the Service of THE CLIENT in the event that the maximum limit of requests per minute is exceeded by five (5) times the average number of requests in the last forty-five (45) days and without a written notice of at least forty-eight (48) hours from THE CLIENT.

An upgrade of the Support Plan is allowed at any time within the term, nevertheless a plan can only be downgraded at the end of the term. When THE CLIENT upgrades or downgrades the Support Plan within a running month, the lowest SLA of both plans will be applied until the end of the month. The SLA of the new selected Support Plan will be applied starting from the first day of the following month.

If the Support Plan used by THE CLIENT specifies prepayment, the amounts paid for the said concept, will not be refunded in the event of early termination or termination of the LogiCommerce Cloud Services Agreement.