Service Level Agreement (SLA)

1. Definitions

• Measurement Period: one calendar month (from 00:00 UTC on the first day to the end of the last day of the month).
• Total Period Time: the total number of minutes in the Measurement Period.
• Downtime: the time during which the Covered Services are inaccessible to the Customer due to causes attributable to Fenicia and not excluded under § 6.
• Uptime: Total Period Time minus Downtime.
• Monthly Uptime Percentage: (Uptime / Total Period Time) × 100, expressed with two decimals.
• Monthly Fee: the amount actually billed to the Customer for the primary plan in the month of non-compliance, excluding overages, taxes, one-time charges, and professional services.

2. Availability Commitment

Fenicia commits to maintaining a minimum Monthly Uptime Percentage of 99.9% for the Covered Services, measured in accordance with the methodology described in § 4.

3. Covered Services

This SLA covers the following components of the Service:

• The Fenicia public API (api.fenicia.io), including endpoints for products, orders, inventory, customers, shipping, and channels.
• The Web Dashboard used by merchants to operate their business.
• The sync workers with third-party integrations, in respect of Fenicia's capacity to process incoming events and emit outbound events.

Excluded from SLA coverage: the marketing web platform (fenicia.io), documentation pages, the status site, sandbox environments, and features explicitly marked as Beta, Preview, or Early Access.

4. Measurement Methodology

Downtime is measured through synthetic monitoring of the main endpoints of the Covered Services, with external probes running at regular intervals from multiple geographic regions. An endpoint is considered unavailable when it responds with an HTTP 5xx status code or fails to respond within the configured maximum response time, during at least two consecutive probes from at least two different regions.

The Monthly Uptime Percentage is published on the Fenicia status page and is calculated at the close of each Measurement Period.

5. Service Credits

If the Monthly Uptime Percentage is below 99.9% in a Measurement Period, the Customer shall be entitled to the following credit, applied as a discount on the next invoice:

Credits are the sole and exclusive remedy of the Customer for non-compliance with this SLA. Credits are not redeemable for cash, do not accumulate across Measurement Periods beyond the next invoice, and may not exceed the total Monthly Fee of the non-compliance period.

6. Exclusions

The following shall not be considered Downtime and shall not give rise to credits:

• Scheduled maintenance announced to the Billing Contact and published on the status page at least 48 hours in advance. Fenicia will make reasonable efforts to schedule maintenance during low-activity windows.
• Emergency maintenance necessary to mitigate critical security vulnerabilities, announced with such advance notice as the emergency nature permits.
• Force majeure events under § 14 of the Terms (natural disasters, war, large-scale cyberattacks, widespread failures of internet or cloud providers, governmental acts).
• Third-party provider failures outside Fenicia's operational control, including (without limitation) AWS, MongoDB Atlas, Stripe, connected marketplaces, shipping providers, and email services.
• Acts or omissions of the Customer, including misconfiguration, expired credentials, exceeding the Customer's own plan limits, or AUP violations.
• Suspension or Limited Access applied by Fenicia pursuant to §§ 4.5 or 11A of the Terms (including non-payment, AUP violation, or security risk).
• Beta, Preview, or Early Access features.
• Connectivity issues on the Customer's side (ISP, local network, DNS).

7. Termination Right for Material Breach

If the Monthly Uptime Percentage is below 95.0% in two consecutive Measurement Periodsor in three Measurement Periods within a six-month period, the Customer may terminate the contract without penalty by written notice to legal@fenicia.io within thirty (30) days of the close of the last breached Measurement Period. In such case, the Customer shall be entitled to a pro-rated refund of any prepaid amounts for unused services from the termination date.

8. Credit Claim Procedure

To claim a credit under this SLA, the Customer must:

1. Send a written request to billing@fenicia.io within thirty (30) calendar days after the close of the affected Measurement Period.
2. Include in the request: tenant identifier, dates and times (in UTC) of the perceived Downtime, and any reasonable available evidence (logs, screenshots, support IDs).
3. Not have overdue unpaid invoices at the time of the claim.

Fenicia will review the request against internal records and synthetic measurements, and will notify its resolution within thirty (30) calendar days. Approved credit will be automatically applied to the next invoice.

Claims submitted outside the deadline will not be processed, unless the cause of the delay is attributable to Fenicia.

9. Support Response Times

In addition to the uptime commitment, Fenicia offers the following initial response times for support requests reported by the Customer. Times are measured from the receipt of the report to the first substantive response (not an automated acknowledgment) during business hours in Mexico City (GMT-6), Monday to Friday, excluding official holidays.

These times apply to the initial response and do not constitute a commitment to resolve within the same timeframe. Non-compliance with support response times does not generate credits under § 5; it may, however, be escalated through support@fenicia.io.

10. Changes to this SLA

Fenicia may modify this SLA pursuant to § 13 of the Terms. No change may reduce the committed uptime percentages or credit percentages without notice at least thirty (30) calendar days in advance to the Billing Contact. A Customer disagreeing with the changes may terminate its subscription before the changes take effect, without penalty.

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