Annex 2 to the Terms of Service for the Axon service – Service availability, compensation, request categories and response times.
This is an English translation provided for convenience. In case of any discrepancy between language versions, the Polish version prevails. Read the binding Polish version →
Annex 2 to the Terms of Service for the Axon service.
1. Availability
- The Service Provider ensures Service availability at a level of 99.5% per calendar month.
- Subject of measurement. The parameter concerns the availability of the Axon application and the Panel provided by the Service Provider, i.e. the ability to load the application and for it to establish a connection. It does not cover the availability of the Customer's Shopware instance, to which the application connects directly and which remains outside the Service Provider's control. Unavailability of the Customer's Shopware instance prevents work despite the Service operating correctly and does not constitute a breach of this SLA.
- Method of measurement. Availability is measured continuously by an independent monitoring tool operating on infrastructure separate from the production infrastructure. The measurement results are made available to the Customer upon request.
- Availability is calculated as the ratio of the time during which the Service operated correctly to the total time in the month, excluding the excluded periods specified in item 1.5.
- The following are not counted towards unavailability time:
- planned maintenance work announced in accordance with item 1.6;
- unavailability of the Customer's Shopware instance, its hosting or connection;
- unavailability caused by the actions of the Customer, its users or configuration on its side, including incorrect CORS configuration or an invalid access key;
- failures of telecommunications service providers, Internet providers and public infrastructure;
- force majeure;
- suspension of the Service in accordance with the Terms.
- Planned maintenance work is announced at least 48 hours in advance, to the email address assigned to the Account, and carried out, where possible, between 22:00 and 06:00 Central European Time or on non-working days. The total time of planned work does not exceed 4 hours per month.
- Urgent work necessary for security reasons may be carried out without observing the notice period in item 1.6; the Service Provider shall inform the Customer of it without delay.
2. Compensation for failure to meet availability
- If availability in a calendar month falls below the level specified in item 1.1, the Customer is entitled to a subscription credit, applied against the next Billing Period.
| Availability in the month | Credit |
|---|
| below 99.5%, not less than 99.0% | 10% of the monthly fee for the given Store |
| below 99.0%, not less than 98.0% | 20% of the monthly fee for the given Store |
| below 98.0% | 30% of the monthly fee for the given Store |
- The credit is granted upon the Customer's request submitted within 30 days of the end of the month concerned.
- The credit constitutes the sole remedy for failure to meet the availability parameter. This does not exclude the Service Provider's liability for damage caused intentionally.
- If availability falls below 95% in three consecutive months, the Customer may terminate the agreement with immediate effect, with the right to a refund of the fee for the unused period.
3. Support
3.1 Channel and hours
Requests are accepted at [email protected] and via the form in the Panel.
Support working hours: working days, Monday–Friday, 9:00–16:00 Central European Time, excluding statutory public holidays in Poland.
Requests are accepted 24 hours a day; response times run during support working hours.
3.2 Request categories and response times
| Category | Description | Response time | Workaround or fix time |
|---|
| Critical | Service unavailable to all of the Customer's users; inability to log in; inability to create quotes and orders | 4 business hours | Continuous action during working hours until resolved |
| Major | Important feature unavailable, workaround exists; incorrect data presented to users | 1 business day | 5 business days |
| Minor | Other errors, inconveniences not affecting the ability to work | 3 business days | Next release |
| Questions and requests | Questions about operation, change requests | 3 business days | No time commitment |
The request is classified by the Service Provider, taking into account the Customer's description. The Customer may challenge the classification; a challenge is considered within 1 business day.
3.3 Required content of a request
An effective request contains:
- identification of the Customer and the Store address,
- a step-by-step description of the actions leading to the problem,
- the number of the quote, order, invoice or customer concerned,
- a screenshot,
- identification of the device and browser,
- the date and time of the event.
The response time runs from receipt of a complete request. An incomplete request results in a request for completion; until it is completed, the running of time limits is suspended.
Diagnostics. Owing to the mode of operation of the Service – the application connects directly to the Customer's Shopware instance and the Service Provider does not keep access logs – reconstructing the course of an event requires a detailed description and materials from the Customer. Please attach screenshots and, where possible, a browser console log. The Customer should provide personal data only to the extent necessary to examine the matter.
3.4 Scope of support
Support covers: operation of the Axon application, connection with the Customer's Shopware instance, Store configuration in the Panel, billing and invoices, questions about how to use the features described in the documentation.
Support does not cover: configuration and maintenance of the Customer's Shopware, Shopware licences and manufacturer modules, the Customer's hosting, its network and devices, Shopware training, custom development or integrations with third-party systems. These activities may be performed on the basis of a separate order.
4. Premium support
A paid add-on, available on request, comprising:
- shorter response times: critical – 1 business hour, major – 4 business hours;
- a designated lead engineer and a direct contact channel;
- a quarterly review of Service usage;
- optionally: on-call duty outside working hours for critical requests.
Terms and price are agreed individually.
5. Releases and changes
- Functional releases are published on a quarterly cycle; bug fixes and security updates – as needed.
- A description of changes is published in the documentation, in the changelog section.
- Changes that materially restrict existing functionality are subject to § 9(3) of the Terms.
- Withdrawal of a feature is announced at least 90 days in advance.
Please send vulnerability reports to the address indicated in the last row. The Service Provider will not take legal action against persons reporting vulnerabilities in good faith, provided that the reporter has not exploited the vulnerability beyond the extent necessary to demonstrate it, has not accessed third-party data and has not disclosed the vulnerability publicly before it has been remedied.