commercebuild aims to provide a world-class experience to all customers. In addition to our Service Level Agreement, the following details our responsibilities and your responsibilities.

Manage Server Infrastructure

Responsibility: Ours

As a Service-as-a-Software solution, commercebuild performs all server maintenance and management in conjuction with our upstream provider, Google Cloud Platform. 

Update commercebuild Platform

Responsibility: Ours

commercebuild releases the latest version of our Platform biweekly. We announce when updates are made.

99.5% Network Uptime

Responsibility: Ours

We guarantee that our platform will be available 99.5% of the time in a given month, excluding factors outside of our reasonable control, actions resulting from a third party, or scheduled maintenance. See our SLA for further details.

Backups

Responsibility: Yours and Ours

commercebuild performs backups of site databases and files.

We backup databases daily and retain those backups for 7 days. Additionally, we have point-in-time recovery ability within those 7 days.

CDN files (images) are backed-up every 2 hours. These CDN backups are retained for 7 days as well.

Backups are available on an emergency basis and may be billable.

When making modifications to products and other data via Excel file imports/exports, customers should download backups of these files before uploading their changes.

Hardware Monitoring

Responsibility: Ours

commercebuild monitors server performance 24/7.

Site Monitoring

Responsibility: Yours

You can use third party tools, such as Pingdom or UpTimeRobot, to monitor site availability. For certain plans, commercebuild may offer site availability notification services.

Site Performance

Responsibility: Yours and Ours

commercebuild is responsible for ensuring reasonable server time-to-first-byte times.

Front-end site performance is your responsibility. You can use third party tools, such as GT Metrix, Pingdom or Google PageSpeed Insights, to monitor site performance. commercebuild can provide assistance with front-end performance, but these services may be billable.

Platform Functionality & Training

Responsibility: Yours and Ours

In order for users to learn how to use commercebuild, we will provide access to basic training through knowledge base articles. We are also happy to answer any questions via ticket.

One-on-one or group training is offered on topics that are not covered in our knowledge base, but would be considered billable.

Troubleshooting

Responsibility: Yours and Ours

commercebuild will review error logs, settings and any other tools at our disposal in order to provide you with information that helps you troubleshoot problems on your site.

If errors involve your ERP or the server where it resides (e.g. error messages from your ERP that prevent us from posting orders successfully, issues with SQL Server, password changes etc.), commercebuild may be able to assist, but these services may be considered billable. 

Additionally, if commercebuild does not have standing access to your server and has to schedule a specific time to connect in order to troubleshoot an issue, this time may be considered billable.

Customizations, Configuration & Design (CSS, JavaScript, etc.)

Responsibility: Yours

You and/or your developers will be responsible for customizations, configuration and design on your site. commercebuild can assist with customizations and configuration, but they may be billable.

Note that our platform and the underlying technologies we use are always evolving. In the event that a customization ceases to function after an update, commercebuild is not obligated to update the customization without charge, although we may do so at our discretion.

Furthermore, we may bill for fixes or changes to customizations made during the implementation process that later cease to function due to platform updates or any other reason.

External Server Upgrades

Responsibility: Yours

If there are upgrades made to the server environment hosting your ERP which require the installation of commercebuild applications, commercebuild can assist, but the assistance will be billable.

We will aim to seek approval for such billable work if we are informed in advance. However, if such approval cannot be attained beforehand, commercebuild will conduct the work and record it as billable afterward.

Email and Chat Support

Responsibility: Ours

commercebuild will provide ticket-based and chat support 24/7. Standard support does not include calls or scheduled screenshares.

For emergency issues, we aim to respond within an hour. Emergency issues include critical service issues that drastically affect the normal operations of the web store. Examples may include:

• The inability for all or a significant number of customers to process payment or place orders
• Service outages that prevent a web store from being accessed, such as 500 errors and SSL certificate issues.

Examples of issues that are not critical/emergencies might include:

• A pricing issue. If the price of an item still allows the customer to purchase the item and place their order, we do not deem the issue to be critical.
• Modules (e.g. Promotions) that are not functioning as expected. If a promotion code is not functioning as expected and the user can still place the order, we do not deem the issue to be critical.

For all other issues, such as general questions and non-critical issues, we aim to respond in 24 hours. However, we generally respond in 1-4 hours. See our SLA for further details.