Last updated: May 9, 2022

This Service Level Agreement (“SLA”) serves as a set of guidelines to inform decision making within Cart2Cart as well as a guide for community members to better understand the support services provided by Cart2Cart. The SLA sets an official policy for providing support through the Support Center during Cart2Cart Service provision to the Client.

This SLA is an integral part of the Terms of Service of Cart2Cart. By using the Cart2Cart Service, you irrevocably agree to this SLA. If you do not agree to this SLA, you may not use the Cart2Cart Service, unless otherwise agreed between the Parties in the Agreement. In the event of a conflict between this SLA and the written Cart2Cart service Agreement signed between you and Cart2Cart (the “Agreement”), the Agreement shall prevail, but only to the extent of such conflict.

Cart2Cart will provide the support services according to SLA to the Client during the term identified in the Order Form and shall be governed by this SLA, Terms of Service and (or) the Agreement. The Clients acknowledge and agree that Cart2Cart shall have the right to terminate the provision of the support services upon nonpayment of any fees by the Client due to Cart2Cart.

Definitions.

The following definitions shall apply to the Cart2Cart SLA:

  1. “Support Center” - a central point of contact for all technical support, including service questions, migration interruptions, requests, and troubleshooting, which is located at the following link: https://support.magneticone.com.
  2. “Feedback” - any suggestion or idea for modifying any of Cart2Cart’s products or services, which is submitted at Public Feedback Service at the following link: https://ideas.shopping-cart-migration.com/ideas.
  3. “Business days” - working days from Monday till Friday, excluding National Holidays and weekends.

1. Who Is Covered Under This SLA

This SLA is intended to cover Cart2Cart Service, including:

  1. Service Management
  2. Support Department
  3. Technical Department

2. Methods of Contact

2.1. Customers may submit tickets online to Support Center at the following link: https://support.magneticone.com, contact Support Center via live chat, send an email at [email protected] or at [email protected]. Additionally, you can submit feature requests and ideas at Public Feedback Service (https://ideas.shopping-cart-migration.com/ideas). Due to staffing limitations live chat support may not be immediately available at all times.

2.2. You hereby grant Cart2Cart a perpetual, irrevocable, worldwide license to use any Feedback (as defined below) you communicate to Cart2Cart, without compensation, without any obligation to report on such use, and without any other restriction. Cart2Cart’s rights granted in the previous sentence include, without limitation, the right to exploit Feedback in any and every way, as well as the right to grant sublicenses under copyright, patent, and any other form of intellectual property. Feedback will not be considered your Confidential Information or trade secret.

2.3. NOTE: We don't provide IM support and do not call back.

3. Hours of Operation

3.1. Our Support Team is there to help you via phone, Live Chat and Email (Technical support) during the following hours:

  • Phone support - 24 hours / 7 days a week.
  • Live Chat support - 24 hours / 7 days a week.
  • Technical support - from 9 am to 9 pm GMT +2, Monday - Friday.

3.2. Public Feedback Service questions have lower priority compared to email tickets, thus replies may take longer than 24 hours.

3.3. Support Forum questions have lower priority compared to email tickets, thus replies on forum may take a few Business days.

3.4. Requests can be submitted online (https://support.magneticone.com) or by e-mail at [email protected] or [email protected] 24 hours a day.

3.5. NOTE: The Support Center is working on Business days only (excluding National Holidays and weekends). According to the acting Labour Code of Ukraine, in case of a national holiday or a non-working day coincides with a day-off, the day-off shall be extended to the next consecutive day after a national holiday or a non-working day. Additional days off will be announced in the news section of the Support Center.

4. Response Period

4.1. The guaranteed response period is 24 hours (on Business days only). Actual response period may be shorter depending on the volume of requests at any point of time. Actual resolution period may be longer if the issue is complicated or depending on the volume of requests at any point of time.

4.2. Technical requests that require additional investigations from our tech engineers will be provided with investigation results within a period of 2 Business days. If the technical request is complicated, then we will provide the investigation results within a longer period of time. The investigation results may indicate that additional information or actions are required from you to resolve the issue and you either agree to do so or we cannot be responsible for the migration’s failure.

5. Responsibilities of Those Making a Request

5.1. Users should explore help that is readily available at Cart2Cart website before contacting the Support Center. This help might come from the FAQs (https://www.shopping-cart-migration.com/faq) or Public Feedback Service (https://ideas.shopping-cart-migration.com/ideas).

5.2. When such local help has been exhausted and assistance is needed, the users should contact the Support Center through one of the methods described in the Methods of Contact section. Please provide the following information when contacting the Support Center:

1. Valid e-mail address that was used as your Cart2Cart account login. If you/your ISP use any spam protection, make sure you add [email protected], [email protected], [email protected] and [email protected] to the white list.

 

2. Migration ID.

3. A clear and specific description of the problem or request, including information regarding any error messages you may have received.

5.3. NOTE: If one of the points mentioned above is not met, Support Staff will contact you (up to 3 replies) to clarify the issue. If no relevant solution is received (no required action is taken) by the user, the ticket is considered closed. Cart2Cart reserves the right to completely stop the support if the issuer uses abusive language or statements..

5.4. NOTE: Any complaints and requests for migration modification that were received 2 and more weeks after Full Migration was completed won't be considered.

6. Support Service Packages

6.1. Support Service Packages are developed to make migration even simpler for you. Don’t have enough time to perform full data transfer? No need to spend your time in front of the computer and migrate by yourself. Cart2Cart Team will set up your migration and move the store for you. Moreover, tech engineers will responsibly customize your shopping cart after migration.

6.2. Find more info and purchase Support Service Packages at https://www.shopping-cart-migration.com/provided-servicesdata-migration-service-packages

6.3. Support Service is provided in Data Migration Packages, which are separated in 4 options:

1. Basic Support Service includes major customizations, support and assistance during the store migration process. It provides you with:

  • Migration of up to 1 000 Entities
  • 5 hours of Technical Support

2. Extended Support Service package includes more support benefits and assistance during the store data migration process. It provides:

  • Migration up to 20 000 Entities
  • 10 hours of Technical Support
  • Target Cart Installation

3. Premium Support Service is developed for premium users. It gives a wide range of support. This package offers:

  • Migration up to 60 000 Entities
  • 25 hours of Technical Support
  • Target Cart Installation

4. Ultimate Support Service provides the highest level of support and customization assistance. The package includes:

  • Migration of over 60 000 Entities
  • 50 hours of Technical Support
  • Target Cart Installation

6.3.1. Also each of Support Service Packages includes:

  1. Migration Assistance.
  2. Personal Account Manager.
  3. Pre-Migration Validation.
  4. Migration Setup.
  5. Customization of Migration.
  6. Free Additional Options.
  7. Preview of Demo Migration Results.
  8. Migration Results Validation.

6.4. Please note, you are held responsible for restricting all access to your FTP and admin panel, deleting all temporary customers, their password information, etc. We highly recommend changing all access details of your store not later than 5 days after migration/customization/investigation was completed.

6.5. Also pay attention to the fact that Cart2Cart is not responsible for installation or configuration of plugins, modules or any other 3rd party elements on your Source or Target stores.

6.6. Please note, Support Services do not include:

  • Technical support, phone support, or updates to third-party products and services or third-party enabling technologies not mentioned in the Terms of Services and (or) the Agreement;
  • Assistance with the installation and configuration of hardware including, but not limited to, computers, hard disks, networks, and printers.

7. Migration Insurance Service

7.1. Migration Insurance is an additional service that allows to restart migration during the specified period of time. You can find more details regarding the Migration Insurance service at this page https://www.shopping-cart-migration.com/services/migration-insurance-service

7.2. The Migration Insurance service is provided within 3 insurance plans:

  1. Basic Migration Insurance cost is 9% of your migration price. It allows to restart migration at once during 7 business days after initial migration.
  2. Extended Migration Insurance cost is 11% of your migration price. It allows to restart migration 2 times during 14 business days after initial migration.
  3. Premium Migration Insurance cost is 13% of your migration price. It allows to restart migration 3 times during 60 business days after initial migration.

7.3. The Insurance Period may be prolonged due to actual information at this page https://www.shopping-cart-migration.com/services/migration-insurance-service

8. Recent data migration service

8.1. With Cart2Cart’s Recent Data Migration Service, you can move all the newly added products, customers, and orders to the Target platform at a fraction of the price. You can find more details regarding the Migration Insurance service at this page https://www.shopping-cart-migration.com/provided-services/recent-data-migration-service

8.2. The recent data migration service is included in Data migration packages (para 6 for details) and NOT included in Migration Insurance service (para 7 for details)

8.3. The service is time-limited and can only be offered for a specific list of platforms. For specific information on your case please contact support.

9. MISCELLANEOUS

9.1. If the quantity of items you migrate exceeds the limits of the Support Service Package you selected, the payment for the rest will be charged additionally. Each Support Service Package includes only one migration.

9.2. This SLA will change over time as circumstances warrant and therefore it is a work in progress. Cart2Cart reserves the right to modify this SLA at any time and at its own discretion. If we decide to change this SLA, we will post those changes on this page. By using our Website and Services, you acknowledge and agree that it is your responsibility to review this SLA periodically and become aware of the possible modifications.

9.3. Questions and comments are welcome. If you have any questions or suggestions regarding this SLA, please contact us via [email protected].

9.4. Cart2Cart ensures the high level of security for your data during the Support Services provision, which the Security Policy outlines at the following link: https://www.shopping-cart-migration.com/security-policy.