Service Level Agreement (SLA): Standard B2B
Version 1.0: Effective from 18 April 2026
This English version is the authoritative text. Translations are provided for information only; in case of any discrepancy, this version prevails.
Service Provider Information
- Company name: Datafirefly Limited
- Registration number (CRO): 810100
- Legal form: Private Company Limited by Shares
- Address: 15A Main Street, Blackrock, Dublin, A94 T8P8, Ireland
- Technical support: [email protected]
- Data protection: [email protected]
- Website: datafirefly.com
This Service Level Agreement ("SLA") supplements the Terms of Service of Datafirefly Limited (the "Provider") and sets out the service levels applicable to SaaS services, hosted modules and online services subscribed to by the business Client (the "Client"). In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall prevail unless expressly stated otherwise in writing.
Article 1: Purpose and scope
1.1 This SLA defines the Provider's commitments regarding availability, support and incident management for all online services subscribed to by the Client, including in particular: SaaS CRM and marketing platforms, hosted PrestaShop modules, Data Hub, connectors and third-party integrations.
1.2 The SLA applies from the go-live of the service and for the entire duration of the subscription or ongoing contract. It does not apply to development, staging or demonstration environments, nor to the Free plan (section 5.4 of the Terms of Service states this expressly).
1.3 This SLA constitutes the Standard service level. Premium or Enterprise levels with enhanced commitments may be negotiated on a case-by-case basis and shall be the subject of a written amendment.
Article 2: Definitions
| Term | Definition |
|---|---|
| Availability / Uptime | Time during which the service is accessible and functional to end users, measured monthly on a calendar-month basis. |
| Unavailability / Downtime | Period during which the service is inaccessible or a critical feature is unusable, excluding exclusions set out in Article 7. |
| Incident | Any unplanned event affecting the availability or correct operation of the service. |
| Scheduled maintenance | Planned intervention notified to the Client at least 48 hours in advance. |
| Business day | Monday to Friday, excluding Irish public holidays. |
| Business hours | 9am to 6pm CET, Monday to Friday, excluding Irish public holidays. |
| Priority (P1 / P2 / P3) | Severity level of an incident (see Article 4). |
| RPO (Recovery Point Objective) | Maximum data loss acceptable in the event of a disaster. |
| RTO (Recovery Time Objective) | Maximum service recovery time after a disaster. |
Article 3: Availability commitment (Uptime)
3.1 The Provider commits to a monthly availability rate of 99.5% for services in production, measured over the full calendar month.
3.2 By way of indication, 99.5% corresponds to a maximum unavailability of approximately 3 hours and 40 minutes per 30-day month. The Provider uses its best efforts to remain above this threshold.
3.3 Measurement is performed by the Provider's internal monitoring tools, which shall be binding between the parties. The Client may request a monthly report upon written request.
3.4 Automatic backups are performed daily. In the event of a disaster:
- RPO (maximum data loss): 24 hours
- RTO (service recovery): 8 business hours
Article 4: Incident classification and response times
4.1 Incidents reported by the Client are classified by the Provider according to three priority levels.
| Priority | Definition | Response time | Resolution target |
|---|---|---|---|
| P1: Critical | Service entirely unavailable in production or critical feature completely blocked (e.g. loss of access, inability to place orders, data breach). | 4 business hours | Best efforts to restore service as quickly as possible; workaround prioritised. |
| P2: Major | Important feature degraded or partially unavailable, with significant operational impact, without full blockage. | 1 business day | 5 business days |
| P3: Minor | Minor anomaly, cosmetic issue, technical question with no operational impact, enhancement request. | 3 business days | Next scheduled release or best effort |
4.2 The priority level is assigned by the Provider upon receipt of the ticket, based on the information supplied by the Client. The Client is required to describe the incident precisely: scope, impact, steps to reproduce, screenshots, timestamps. An incomplete description may delay handling.
4.3 Response and resolution times run during business hours as defined in Article 2. An incident reported outside business hours is deemed received at the next opening.
Article 5: Support channels and hours
5.1 Technical support is available through the following channels:
- Email: [email protected]
- Secure client portal (when made available)
5.2 Standard support hours: 9am to 6pm CET, Monday to Friday, excluding Irish public holidays.
5.3 Telephone support and 24/7 on-call services are not included in the Standard SLA. These services may be subscribed to under a Premium or Enterprise SLA.
5.4 The Client shall designate a single technical contact authorised to open and track tickets. The Provider reserves the right to limit the number of simultaneous contacts per Client.
Article 6: Scheduled maintenance
6.1 Scheduled maintenance operations are primarily carried out on Sundays between 2am and 6am (CET). They are notified to the Client at least 48 hours in advance, except in cases of security emergency.
6.2 Emergency interventions intended to correct a critical security flaw or restore a service may be carried out without notice, with information provided to the Client as soon as practicable.
6.3 Scheduled and emergency maintenance periods are not counted in the calculation of the availability rate.
Article 7: Exclusions
7.1 The following cases are not counted in the calculation of unavailability and do not give rise to any penalty:
- Scheduled maintenance and emergency interventions (Article 6)
- Failures or unavailability affecting third-party providers beyond the Provider's control (hosting provider Hetzner, Cloudflare, Stripe, Meta, Google, third-party API providers, telecoms operators, CDN)
- Force majeure within the meaning of section 11 of the Terms of Service
- Unavailability resulting from an action, configuration or negligence of the Client or its own providers (e.g. code modification, hosting change, uncoordinated migration)
- Use that does not comply with documented technical prerequisites (PHP version, PrestaShop, browser, etc.)
- Exceptional cyberattacks (DDoS, mass intrusions) beyond the reasonable protections in place
- Suspension periods due to unpaid invoices or Client contractual breach
- Test, staging, pre-production environments and services provided free of charge or for promotional purposes
Article 8: Penalties: Service credits
8.1 In the event of a proven failure to meet the monthly availability rate guaranteed in Article 3, the Client may request a service credit according to the scale below, applicable to the monthly net amount actually invoiced for the service concerned.
| Measured monthly availability rate | Credit granted on the following month's invoice |
|---|---|
| ≥ 99.5% | None (SLA met) |
| ≥ 99.0% and < 99.5% | 10% of the monthly net amount |
| ≥ 95.0% and < 99.0% | 25% of the monthly net amount |
| < 95.0% | 50% of the monthly net amount |
8.2 The service credit is the Client's exclusive remedy in the event of SLA failure. It takes the form of a credit note applied to the next invoice and does not give rise to any cash refund.
8.3 The annual cumulative credits granted under this SLA may not exceed three months of the net subscription price of the service concerned, regardless of the frequency of incidents.
8.4 Credits do not apply to a Client in default of payment, suspended for breach, or having failed to meet its own contractual obligations.
Article 9: Claim procedure
9.1 Any request for a service credit must be sent in writing to [email protected] within a maximum of 15 calendar days following the end of the month concerned. After this deadline, the claim shall be deemed time-barred.
9.2 The request shall include the following information:
- Identification of the Client and the service concerned
- Alleged period of unavailability (precise dates and times)
- Description of incidents and associated ticket numbers
- Operational impact
9.3 The Provider shall confirm or dispute the claim within 10 business days. If agreed, the credit is applied to the next invoice. If disputed, the parties shall apply the amicable resolution procedure set out in the Terms of Service.
Article 10: Client obligations
10.1 Proper application of the SLA assumes that the Client complies with the following obligations:
- Maintain its technical environment in accordance with documented prerequisites
- Perform its own backups regularly, independently of the Provider
- Not modify the code, configuration or infrastructure of the services without the Provider's written approval
- Report any incident as soon as possible with the necessary technical information
- Designate a technical contact reachable during business hours
- Be up to date with the payment of its invoices
10.2 Any failure by the Client to meet these obligations releases the Provider from its SLA commitments in proportion to such failure.
Article 11: Review and duration
11.1 This SLA is concluded for the duration of the subscription or main contract. It ceases to have effect upon termination or expiry of the contract, without prejudice to confidentiality obligations and the settlement of any outstanding credits.
11.2 The Provider may amend this SLA to strengthen its commitments at any time. Any change unfavourable to the Client shall be notified with 60 calendar days' prior notice and entitles the Client to terminate the contract without penalty if the new conditions are not acceptable to it.
Article 12: Governing law and jurisdiction
12.1 This SLA is governed by Irish law, to the exclusion of any other law.
12.2 Any dispute relating to the interpretation or performance of this SLA shall be submitted to the courts of Dublin (Ireland), in accordance with section 12 of the Terms of Service.