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This Service Level Agreement (“SLA”) is entered into between OnPrintShop ("Service Provider") and the Customer. It outlines the service levels provided by OnPrintShop regarding its hosted services, including subscription-based and enterprise solutions.
1.1 "Service Hours" refers to the time during which OnPrintShop provides customer support.
1.2 "Hosted Services" means the online storefront solutions offered by OnPrintShop, including web hosting and operational support.
1.3 "Support Request" refers to any communication initiated by the Customer requesting assistance, submitted via live chat, email, or phone.
1.4 "Response Time" refers to the time taken by OnPrintShop to acknowledge a Support Request.
1.5 "Resolution Time" refers to the time taken to diagnose, troubleshoot, and resolve the issue.
1.6 "Critical" refers to an issue that renders the Hosted Services unavailable, disrupting key business processes.
1.7 "High" refers to issues materially affect operations but allow Hosted Services to remain operational for primary functions
1.8 "Medium" refers to issues cause minor problems, but workarounds are available that do not significantly affect operations
1.9 "Low" refers to suggestions or non-urgent issues that have no operational impact on the Hosted Services
1.10 "Uptime" means the percentage of time the Hosted Services are available for use during the applicable month, excluding planned maintenance periods.
1.11 "Excused Downtime" refers to downtime authorized by the customer for scheduled maintenance or other authorized disruptions.
2.1 Level-1 Support (Functional)
Service Type | Availability (IST) | Details |
---|---|---|
Live Chat | Monday to Friday, 12:00 AM – 11:59 PM | Subscription & Enterprise Solution Customers access through your OnPrintShop Store Admin Panel. |
Email Support | Monday to Friday, 12:00 AM – 11:59 PM | Subscription Solution Customers via support@onprintshop.com. |
Monday to Friday, 9:00 AM – 8:00 PM | Enterprise License and Enterprise Subscription Customers via dedicated Project Group Email. | |
Telephone Support | Monday to Friday, 12:00 AM – 11:59 PM | For critical issues like complete site outages. Call OnPrintShop at +1-718-715-1551 or check the Support Team page. |
2.2 Level-2 Support (Technical)
Service Type | Availability (IST) | Details |
---|---|---|
Email Support | Monday to Friday, 9:00 AM – 8:00 PM | For Enterprise and Subscription Customers requiring more advanced technical troubleshooting. |
Telephone Support | Monday to Friday, 9:00 AM – 8:00 PM | Available for addressing more complex technical issues that cannot be resolved via email or live chat. |
2.3 Critical Issues: Site Down or Server Inaccessible
2.3.1 In the event that the Customer’s site is down or the server is inaccessible, the Customer must promptly contact OnPrintShop’s technical team via the official support channels published at https://onprintshop.com/onprintshop-server-down-support-form
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2.3.2 Critical issues will be given immediate attention as per the response and resolution times outlined below.
3.1 Response and Resolution Times
OnPrintShop commits to the following timelines based on the severity of the issue:
Priority | Response Time | Resolution Time |
---|---|---|
Critical | 2 hours | 1 business day or continuous effort until resolution is achieved |
High | 1 business day | 2 business days or continuous effort until resolution is achieved |
Medium | 2 business days | 5 business days |
Low | 3 business days | Resolved with the next scheduled maintenance or patch |
4.1. Uptime Commitment
OnPrintShop guarantees a minimum 99% uptime of Hosted Services, measured over a monthly billing cycle. Should the service uptime fall below this percentage, OnPrintShop will offer compensatory service extensions, as outlined below.
4.2. Scheduled Maintenance
OnPrintShop reserves the right to conduct scheduled maintenance on the Hosted Services infrastructure. Scheduled maintenance periods shall not count toward uptime calculations. These maintenance windows will be limited to a maximum of 4 hours per calendar month. OPS customer will be provided with a minimum of 7 days' prior notice to any planned maintenance to minimize operational disruption. Notifications will be sent via email or provided within the application.
4.3. Uptime Guarantee and Extensions
If the service uptime falls below the guaranteed level in any given calendar month, OnPrintShop will offer compensatory service extensions to the Customer, based on the following availability metrics and corresponding uptime percentages:
Availability Metrics | Uptime Percentage | Compensatory Extension |
---|---|---|
Tier 1 | 98% to <99% | 1 additional service day |
Tier 2 | 97% to <98% | 3 additional service days |
Tier 3 | 96% to <97% | 5 additional service days |
Tier 4 | <96% | 7 additional service days |
These extensions will be granted upon request from the Customer and will be added to the Customer’s billing cycle at no additional cost. This policy is designed to reflect OnPrintShop’s commitment to delivering reliable service and to minimize any potential impact of downtime on the Customer’s operations
4.4. Exceptions to Uptime Guarantee
The following situations are excluded from the uptime guarantee:
4.4.1. Scheduled maintenance or emergency maintenance windows notified in advance.
4.4.2. Issues arising from third-party systems or services not under OnPrintShop’s direct control, including but not limited to Customer-side network issues, third-party integrations, and external data centers.
4.4.3. Downtime due to force majeure events, as detailed in the Force Majeure clause of this SLA, which are beyond the reasonable control of OnPrintShop.
4.4.4. Downtime or service disruptions resulting from technical failures or operational issues with OnPrintShop's third-party hosting provider, including but not limited to Amazon Web Services (AWS) or any other cloud-based hosting partner, that are beyond OnPrintShop’s reasonable control.
5.1. Real-time Monitoring
OnPrintShop will continuously monitor the performance of its Hosted Services using industry-standard monitoring tools to ensure service availability and optimal performance. Real-time alerts will notify OnPrintShop's technical team of any anomalies or service disruptions, allowing for immediate action to restore full functionality.
5.2. Customer Notifications
In the event of any unplanned service disruption, OnPrintShop commits to notifying Customers within 2 hours of identifying the issue. Updates regarding resolution progress will be provided regularly via email or within the OnPrintShop admin panel, ensuring transparency throughout the process.
6.1. Priority Definitions
OnPrintShop prioritizes support requests based on the impact on the OPS Customer’s operations. Each support request is assigned a priority level as per the definitions in Section 3, and the response and resolution times will vary accordingly.
6.2. Escalation Procedure
For critical or high-priority issues that are not resolved within the stated SLA response and resolution times, OnPrintShop provides an escalation mechanism. OPS Customers can escalate issues by contacting their designated account manager or sending a detailed request via email to support@onprintshop.com. Escalated issues will be handled by senior technical engineers, ensuring expedited resolutions.x
7.1. Scope of SLA Coverage
This SLA applies exclusively to support requests submitted via OnPrintShop’s official support channels, including live chat, email, and phone. Requests made outside of service hours will be addressed on the next business day.
7.2. Feature Requests and Custom Development
Requests related to new feature development, substantial modifications, or other significant changes to the Hosted Services are not considered bugs or errors under this SLA. Such requests will be handled separately, with email being the primary communication method for such issues.
7.3 Exclusions from Support
This SLA does not cover issues arising from:
7.3.1 Customer's failure to follow OnPrintShop’s recommended procedures or guidelines.
7.3.2 Modifications or customizations to the Hosted Services made by the Customer or third-party.
7.3.3 Issues related to third-party services or integrations not directly provided by OnPrintShop.
Last updated as of: February 19, 2025