Service Level Agreement

Definitions:

• We use any of the terms "we", "us" and "our" to refer to Feedoptimise ®™, a trading name of 33Concept Ltd.
• We use any of the terms "User", "you" and "your" as defined in the Terms of Use. This SLA applies to all Users. Service Credits apply to Users with a paid subscription.
• We use the term "Core Platform" to refer to the Feedoptimise platform user interface and feed processing services. It does not include beta or non-production features, AI features, destination channels, partner platforms or third-party integrations.
• We use the term "Available" as defined in Section 2.2.
• We use the term "Downtime" to refer to any period, measured in minutes, during which the Core Platform is not Available, as recorded by our infrastructure monitoring, excluding Excluded Events.
• We use the term "Monthly Uptime" to refer to the percentage calculated as the total minutes in the calendar month minus the minutes of Downtime, divided by the total minutes in the calendar month, multiplied by 100.
• We use the term "Excluded Events" to refer to the events listed in Section 2.4.
• We use the term "Planned Maintenance" to refer to maintenance notified at least 48 hours in advance under Section 2.3.
• We use the term "User Changes" to refer to any change made within your account by you or your Authorised Users, including changes made by AI features or connected AI assistants at your request or on your behalf, and including changes to feed configuration, rules, mappings, filters and source settings.
• We use the term "Incident" to refer to any event that disrupts or degrades the Core Platform, and any support request logged through the Support Channels.
• We use the term "Severity Level" to refer to the classification of an Incident under Section 3.
• We use the term "Response Time" to refer to the time between an Incident being logged through the Support Channels and the first reply from a member of our team, measured during Support Hours. Response Time is not the time taken to resolve an Incident.
• We use the term "Support Hours" to refer to 09:00 to 17:30 UK time (GMT/BST), Monday to Friday, excluding UK public holidays.
• We use the term "Business Day" to refer to any day on which Support Hours apply, and "Business Hour" to refer to any hour within Support Hours.
• We use the term "Support Channels" to refer to the channels listed in Section 5.3.
• We use the term "Incident Contacts" to refer to the contacts you nominate under Section 8 or, where none are nominated, the email address of the account owner.
• We use the term "Monthly Subscription Fees" to refer to the fees paid for the affected account for the calendar month in which the uptime commitment was not met. Where fees are billed for a longer period, it means the equivalent monthly amount.
• We use the term "Service Credit" to refer to a credit calculated under Section 4.
• We use the term "RCA" to refer to a Root Cause Analysis provided under Section 6.3.
• We use the term "Status Page" to refer to https://status.feedoptimise.com.
• Any other capitalised terms not defined in this SLA have the meaning given in the Terms of Use.

1. Scope

   This Service Level Agreement ("SLA") sets out the platform availability, incident response, and support service commitments made by Feedoptimise (33Concept Ltd) to its Users. It applies to all Feedoptimise accounts and forms part of the Feedoptimise Terms of Use.

   This SLA covers the availability and functionality of the Core Platform. It does not cover the content or effect of User Changes, or the accuracy, completeness or suitability of output generated by AI features, which the User is responsible for reviewing before use.

2. Platform availability

   1. Uptime commitment

      We commit to a Monthly Uptime of at least 99.9%, measured on a calendar-month basis.

   2. Definition of availability

      The Core Platform is considered "Available" when its user interface and feed processing services are reachable and operating in accordance with their documented function. Monthly Uptime is measured based on internal infrastructure monitoring and is validated against the Status Page.

   3. Continuous deployment and maintenance

      1. The Feedoptimise platform operates on a continuous deployment model. Platform updates, including feature releases, improvements, and security patches, are rolled out continuously throughout the month using rolling deployments designed for zero downtime.
      2. There are no scheduled monthly or annual maintenance windows. In the rare event that an infrastructure change requires brief Planned Maintenance, advance notice of at least 48 hours will be communicated to Users via the platform, email, and the Status Page.

   4. Excluded events

      The following events are excluded from uptime measurement and do not constitute SLA breaches:

      1. Planned Maintenance for which advance notice has been provided in accordance with Section 2.3.
      2. Force majeure events, including acts of God, acts of government, floods, fires, earthquakes, civil unrest, acts of terrorism, war, and pandemic-related disruptions.
      3. Failures or extended outages of third-party services on which the platform depends, including cloud infrastructure provider regional outages (Google Cloud Platform), internet service provider failures, DNS provider failures, and denial-of-service attacks.
      4. Failures or unavailability of destination channels or partner platforms (for example Google Merchant Center, Meta Commerce Manager, channel APIs, affiliate networks) that affect feed delivery but not the Core Platform itself.
      5. Issues caused by User Changes or by the User's own systems, including source data unavailability, User-side credential failures, or breach of the Acceptable Use Policy. All User Changes are recorded in the change history and can be reverted by the User at any time.
      6. Beta features or features explicitly marked as non-production.

3. Incident severity and response

   Incidents are classified into four Severity Levels based on their impact on the User. Response Times below are measured from the time an Incident is logged through the ticketing system, or through the fallback email address where the ticketing system is unavailable (see Section 5.3).

   Severity Level	Definition	Target Response Time (Business Hours)	Target resolution path
   Severity 1 (Critical)	Platform-wide outage, critical feed processing failure affecting multiple feeds, or security incident with active impact.	1 Business Hour	Continuous work toward resolution. Automatic engagement of engineering and senior team. RCA provided within 10 Business Days of resolution.
   Severity 2 (High)	Significant impact on the User's feeds or platform features; workaround may exist but normal operation degraded.	4 Business Hours	Active investigation and resolution during Support Hours until resolved. Root cause summary provided where appropriate.
   Severity 3 (Medium)	Non-critical issue affecting normal operation but with limited impact on the User; workaround typically available.	1 Business Day	Investigation and remediation scheduled within standard support workflow.
   Severity 4 (Low)	Minor issues, configuration questions, feature requests, or guidance enquiries.	2 Business Days	Addressed within standard support workflow.

   Severity Level classification is determined by Feedoptimise in good faith based on the reported impact. Users may request reclassification at any time, supported by impact information.

   Issues arising from User Changes are handled as Severity 3 or Severity 4 requests within the standard support workflow, unless investigation shows they are caused by a fault in the Core Platform. Service Credits apply only to the uptime commitment in Section 2.1 and not to the Response Time targets in this section.

   Response Time targets above are measured during Support Hours (see Section 5.1). Platform monitoring operates continuously, and automated alerts trigger engineering response for Severity 1 Incidents affecting the Core Platform that are detected outside Support Hours.

4. Service credits

   Where we fail to meet the uptime commitment in Section 2.1, the User is entitled to a Service Credit calculated against the Monthly Subscription Fees, as follows:

   Monthly Uptime	Service Credit
   99.0% to less than 99.9%	10% of Monthly Subscription Fees
   95.0% to less than 99.0%	25% of Monthly Subscription Fees
   Less than 95.0%	50% of Monthly Subscription Fees

   1. Credit cap and aggregation

      Service Credits in any single calendar month are capped at 50% of the Monthly Subscription Fees. Service Credits are not aggregated across tiers; the highest applicable tier applies.

   2. Credit mechanism

      Service Credits are applied to the User's next invoice. A Service Credit is only available where the claim is submitted under Section 4.3 while the account is open. Where an approved claim cannot be applied because the account has since been closed, the Service Credit will be refunded to the original payment method. Service Credits are the User's sole and exclusive financial remedy for failures to meet the uptime commitment, except where otherwise provided in a separate written agreement that expressly varies this SLA.

   3. Claim process

      To receive a Service Credit, the User must submit a claim through the ticketing system within thirty (30) days of the end of the affected month, identifying the Incident(s) and their impact. Claims submitted after that period are not eligible for a Service Credit. We will review and respond within ten (10) Business Days.

5. Support hours and channels

   1. Support hours

      Support is provided during Support Hours, Monday to Friday, 09:00 to 17:30 UK time (GMT/BST), excluding UK public holidays. Support Hours overlap with US Central morning hours (approximately 03:00 to 11:30 CST) and US Pacific early morning (approximately 01:00 to 09:30 PST).

   2. Out-of-hours coverage

      Outside Support Hours, automated platform monitoring continues to detect and alert on Incidents affecting the Core Platform. Severity 1 Incidents detected by automated monitoring outside Support Hours are escalated to on-call engineering capacity for assessment and response as appropriate. Other support requests submitted outside Support Hours are addressed when Support Hours resume.

   3. Support channels

      1. Primary: Feedoptimise ticketing system (https://app.feedoptimise.com/help/new-ticket). All support requests, managed service requests, escalations and Service Credit claims are submitted through this channel.
      2. Fallback email: sla@feedoptimise.com. To be used only where the ticketing system is unavailable. Messages sent to this address while the ticketing system is available will be redirected to the ticketing system, and Response Times will be measured from the time the ticket is logged.
      3. Ad-hoc video calls and screen-share sessions: arranged through the ticketing system for complex issues or working sessions, at no additional cost.

   4. Average response performance

      Average reply time to support requests during Support Hours is consistently under ten (10) minutes, measured automatically by the ticketing system and visible to Users when raising a ticket. This performance significantly exceeds the Response Time targets in Section 3 and is published as an operational benchmark, not as a contractual commitment.

6. Incident communication

   1. Status page

      Real-time platform status, incident notifications, and historical uptime data are published on the Status Page at https://status.feedoptimise.com. The Status Page is the authoritative source for incident communication and is updated as Incidents are detected, investigated, and resolved.

   2. User notifications

      For Severity 1 and Severity 2 Incidents materially affecting the User's service, we will provide direct notification (in addition to Status Page updates) to the User's Incident Contacts. Notification includes initial acknowledgement, periodic progress updates, and confirmation of resolution.

   3. Root cause analysis

      Following resolution of a Severity 1 Incident, a written RCA is provided to the affected User within ten (10) Business Days. The RCA includes the timeline of the Incident, identified cause, impact on the User, and remediation actions taken or planned to prevent recurrence. RCAs for Severity 2 Incidents are provided on request where the underlying issue is relevant to the User.

7. Escalation

   Users may escalate any open Incident or service concern at any time. Escalations follow a specialist-led model rather than rigid tiered escalation:

   1. User-driven escalation: senior team lead engagement is available on request through the ticketing system.
   2. Severity 1 Incidents: automatically engage engineering and senior team without requiring any action from the User.
   3. Unresolved escalations: where a concern is not resolved through normal escalation, the User may request a review by the Feedoptimise management team through the ticketing system. If it remains unresolved, the dispute resolution provisions in clause 9 of the Terms of Use apply.

8. User responsibilities

   The User is responsible for:

   1. Providing accurate and timely information when reporting Incidents, including impact, affected feeds or features, and steps to reproduce where relevant.
   2. Maintaining valid credentials, access permissions, and source system availability necessary for the platform to operate as configured.
   3. Reporting Incidents through the Support Channels (Section 5.3) rather than informal channels.
   4. Nominating Incident Contacts for the User's account for use during Severity 1 and Severity 2 Incidents.
   5. Notifying Feedoptimise of any changes to User-side dependencies, integrations, or configurations that could affect platform operation.

9. Limitations

   Service Credits are the User's sole and exclusive financial remedy for any failure to meet the uptime commitment, and count towards the limitation of liability set out in the Terms of Use. This SLA does not limit the User's right to stop using the Services at any time, without notice or penalty, as set out in clause 8.1 of the Terms of Use.

   This SLA may be updated from time to time to reflect platform evolution and improvements. We will give Users at least thirty (30) days advance notice of any change that reduces the uptime commitment, Response Time targets or Service Credits, and Users who do not accept such a change may stop using the Services under clause 8.1 of the Terms of Use.

10. Contact information

    Standard support

    https://app.feedoptimise.com/help/new-ticket

    Fallback email (only if the ticketing system is unavailable)

    sla@feedoptimise.com

    Status page

    https://status.feedoptimise.com

    Help centre

    https://app.feedoptimise.com/help/center