Service Level Agreement (SLA) — Pinnaxcle Support & Maintena

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At Pinnaxcle, we’re committed to providing dependable, performance-first support for every Shopify store we manage.

This Service Level Agreement (SLA) defines our response and resolution standards, communication process, and service boundaries to ensure consistent, transparent, and proactive support.

This SLA outlines Pinnaxcle’s responsibilities, response commitments, and support processes for all ongoing maintenance and technical service clients.

It ensures predictable response times, quality assurance, and accountability across all levels of support.

Support coverage is provided during standard business hours: Monday to Friday — 9:00 AM to 6:00 PM (GMT)

- After-hours or weekend emergency support is available exclusively for clients enrolled in our Priority or Enterprise support tiers.

Pinnaxcle prioritizes issues based on their impact on your store’s functionality, conversions, and operations.

P1 — Critical

• Examples: Complete store outage, checkout or payment gateway failures, major performance degradation
• Initial Response: Within 2 hours
• Resolution Target: Within 12 hours

P2 — High

• Examples: Functionality bugs, broken elements, critical UX issues affecting user journeys
• Initial Response: Within 4 hours
• Resolution Target: Within 24 hours

P3 — Medium

• Examples: Styling errors, layout misalignment, or minor display issues
• Initial Response: Within 8 hours
• Resolution Target: Within 2 business days

P4 — Low

• Examples: Non-urgent updates, content changes, small design or copy adjustments
• Initial Response: Within 1 business day
• Resolution Target: Within 3–5 business days

Clients can raise and track support requests via:

• Email: connect@pinnaxcle.com
• Slack / WhatsApp (on select plans) — for real-time communication and urgent issues
   

All support requests are logged, prioritized, and assigned a unique reference number for tracking and accountability.

The SLA covers the following areas of ongoing Shopify support and performance management:

• Store uptime monitoring & incident handling
• Theme and app updates
• Bug fixes & functional issue resolution
• Performance and speed optimization
• Conversion rate & UX issue tracking
• Security checks and compliance updates
• Backup, version control & rollback management
• Monthly reporting on performance and tasks completed

Tasks or requests outside this scope are considered custom work and will be estimated separately.

The following are not covered under this SLA:

• Shopify platform-level outages or third-party app failures
• New feature or app development
• Major design redesigns or theme overhauls
• Data entry or manual content population
• Force majeure events (e.g., internet outages, natural disasters, Shopify downtime)
   

Custom feature requests or integrations may be scoped and quoted separately under a development agreement.

If an issue remains unresolved beyond the SLA timeframe:

1. It is escalated to a Senior Developer / Team Lead.
2. If not resolved, it’s elevated to the Technical Director for review and resolution.
3. A resolution summary and prevention plan are documented and shared with the client.

Escalations are tracked to ensure accountability and long-term process improvement.

All clients under an active maintenance plan receive:

• Monthly Support Report — detailing resolved issues, time logs, uptime, and performance metrics.
• Quarterly Review (Priority & Enterprise Plans) — discussing optimization opportunities, trends, and technical recommendations.

Pinnaxcle may update this SLA periodically to align with Shopify platform changes and internal improvements.
Clients will be notified of any significant updates to response commitments or processes. 

For questions related to this SLA or support agreements, please contact: connect@pinnaxcle.com

In Summary

This SLA ensures every Pinnaxcle client receives fast, transparent, and reliable support.
We don’t just fix issues — we continuously optimise your store’s performance, stability, and long-term growth.