SERVICE LEVEL AGREEMENT (SLA)
Support Access
Issue Severity & Response Times
PDQ will use commercially reasonable efforts to respond to issues according to the following schedule and criteria. So long as PDQ responds according to these service level terms an issue shall not be considered a breach of any warranty.
The Customer will provide an initial severity level associated with a ticket. The PDQ support manager will determine, in PDQ’s sole discretion, if the ticket was correctly classified and may increase or decrease the assigned severity level. The PDQ support manager may also decrease the severity level of a ticket based on Customer non-responsiveness.
Availability
PDQ guarantees 99.999% uptime monthly. If availability drops below:
“Uptime” means the total time during a given calendar month that the production environment of the Platform is available for access and use by Customer, measured from the point the Platform is first made available to Customer, excluding periods of Permitted Downtime.
“Permitted Downtime” means periods of Unavailability resulting from: (i) scheduled maintenance periods notified to Customer in advance; (ii) emergency maintenance required to address security vulnerabilities or system integrity issues; (iii) failures of Customer’s or third-party systems, networks, or internet connectivity; (iv) downtime caused by acts or omissions of Customer or its users (including configuration errors, misuse, or non-compliance with the Documentation); (iv) events of force majeure; (v) an outage in the underlying infrastructure required to provide the Platform that is not controlled by PDQ or internet network or backbone outages, (vi) PDQ’s suspension or termination of Customer’s right to use the Platform in accordance with the Agreement.
Customer Credits
To claim a credit, submit a case within 24 hours of the issue and file the claim within 15 business days. Valid claims result in future invoice credits, up to 20% of monthly fees.
Credit Exclusions. The following are not eligible for credits or refunds: (i) issues arising from Customer's third-party integrations, agencies, custom scripts, or store code, (ii) software bugs, calculation errors, or other system issues, provided PDQ takes prompt remedial action upon identification, and (iii) issues caused by failures or outages of third-party APIs or services relied upon by the Platform (e.g., tracking providers, payment processors), in which case liability, if any, rests with the applicable third-party provider. For white-glove service engagements, Customer remains responsible for conducting quality assurance on all deliverables prior to deployment; any errors in such engagements will be investigated and remediated but are not automatically eligible for credit.
Customer Responsibilities
Contact: support@prettydamnquick.com
Shopify Dependency and Checkout Fallback. PDQ’s services depend in part on Shopify’s APIs and platform availability. In the event of Shopify downtime, degraded performance, slow or unavailable APIs, or other issues originating from Shopify, PDQ’s rate calculations, checkout extensions, and any related functionality (including any Shopify-native or PDQ-provided fallback mechanisms) may not operate as intended. Such issues are outside of PDQ’s control and do not fall under PDQ’s responsibility.
If PDQ’s shipping and/or rate-calculation functionality experiences an error or failure that would otherwise prevent checkout, PDQ will use commercially reasonable efforts to enable an automatic fallback to Shopify’s native fallback mechanism, solely to the extent technically feasible and subject to Customer maintaining its Shopify configuration in accordance with Shopify requirements. The parties acknowledge that this fallback does not constitute a warranty of availability, performance, or results. Any failure of the fallback to operate shall be addressed exclusively in accordance with these service level terms, and any related remedies shall be limited to those expressly set forth in PDQ’s standard Terms of Service.
