EcomGraduates Service Level Agreement

Service Level Agreement (SLA)

Effective Date: June 11, 2025
Company: EcomGraduates
Services: Shopify Theme Sales, Store Design, Custom Development, and Extended Support

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1. Overview

This Service Level Agreement (SLA) defines the support terms and response times for all services provided by EcomGraduates, including the Ecomify Theme, store design services, custom development, and extended support packages.

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2. Services Covered

2.1 Ecomify Theme (Single License)

• Product: Shopify theme with single-use license

• Included Support: 3 months priority support from date of purchase

• Support Coverage: Theme-related issues, installation guidance, and basic customization assistance

2.2 Store Design Services

• Product: Custom Shopify store design and setup

• Included Support: 1 month priority support from project sign-off date

• Support Coverage: Design-related issues, functionality questions, and store optimization guidance

2.3 Custom Development Services

• Product: Bespoke Shopify development and customization

• Included Support: 1 month priority support from project completion date

• Support Coverage: Code-related issues, functionality support, and implementation guidance

2.4 Extended Support Packages

• Product: Premium ongoing support service

• Features:

  • Priority queue placement

  • Faster response times

  • Two 30-minute consultation calls per month

• Purchase: Available at ecomgraduates.com

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3. Support Response Times

3.1 Priority Support (Included with Services)

• Response Time: Within 1 business day

• Processing Time: 24–48 hours after review

• Resolution Time: 24–48 hours post-initial response

• Availability: Monday–Friday, 10 AM–6 PM CST

• Channels: Support ticket system

3.2 Standard Support (Post-Priority Period)

• Response Time: 2–3 business days (depending on workload)

• Processing Time: 24–48 hours

• Resolution Time: 24–48 hours post-initial response

• Availability: Monday–Friday, 10 AM–6 PM CST

• Channels: Support ticket system, community forums

3.3 Extended Support Package

• Response Time: Within 1 business day (priority queue)

• Processing Time: 24–48 hours

• Resolution Time: 24–48 hours post-initial response

• Availability: Monday–Friday, 10 AM–6 PM CST

• Additional: Two 30-minute consultation calls per month

• Channels: Support tickets, scheduled calls

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4. Queue Management System

4.1 Ticket Processing Order

All tickets are processed in the order received, with extended support clients receiving priority placement.

4.2 Business Hours Processing

• During Hours: Tickets queued immediately

• Outside Hours: Tickets queued for next business day

• Weekends: Processed starting Monday

4.3 Response vs. Resolution Timeline

• Response: Time to acknowledge and begin review

• Processing: 24–48 hours once ticket is reviewed

• Resolution: 24–48 hours once resolution work begins

Note: Efficient resolution depends on complete and clear ticket submissions.

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5. Support Scope and Limitations

5.1 Covered Support Activities

• Bug identification and fixes related to EcomGraduates services

• Technical assistance with implemented features

• Shopify/e-commerce guidance within scope

• Installation and setup assistance

• Basic customization guidance

• Performance optimization suggestions

5.2 Excluded from Support

• New Features: Not originally included in the service

• Third-Party Issues: Conflicts from other apps or developers

• Code Modifications: Changes not made by EcomGraduates

• Training: Beyond basic Shopify platform guidance

• Ongoing Maintenance: Regular updates not included

• Emergency Support: Only for extended support clients

5.3 Third-Party Integrations

• Only EcomGraduates-integrated services supported

• No coverage for conflicts from third-party updates

• We assist in identifying if an issue relates to our work

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6. Community Resources

6.1 Free Community Support

Available post-priority support period:

• Facebook Group: Shopify for Beginners

• Skool: Shopify for Beginners Skool Group

6.2 Community Guidelines

• Peer-to-peer support

• EcomGraduates team may participate when possible

• No guaranteed replies

• General discussions welcome

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7. Escalation Process

7.1 Standard Escalation

1. Submit ticket

2. Receive acknowledgment

3. Collaborate for resolution

4. Confirm and close ticket

7.2 Priority Escalation (Extended Support Only)

1. Priority queue placement

2. Dedicated specialist

3. Optional consultation call

4. Expedited resolution

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8. Service Availability

8.1 Business Hours

• Monday–Friday: 10 AM – 6 PM CST

• Saturday–Sunday: Closed

• Support Portal: Shows current hours

8.2 Holiday Schedule

• US holidays may impact availability

• Announced in advance

8.3 Planned Maintenance

• Scheduled maintenance announced 48 hours in advance

• Emergency maintenance may occur without notice

• Service credits may apply for extended outages

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9. Performance Metrics

9.1 Response Time Targets

• Priority Support: 95% within 1 business day

• Standard Support: 90% within 3 business days

• Extended Support: 98% within 1 business day

9.2 Resolution Time Goals

• Simple Issues: 1–2 business days

• Complex Issues: 3–5 business days

• Development Issues: 5–10 business days

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10. Effective Support Ticket Submission

10.1 Required Information

• Specific details: e.g., "Checkout button unresponsive"

• Context: What was recently changed

• Error messages: Screenshots and full message text

• Steps to reproduce: Describe sequence

• Impact: e.g., "Users can't checkout"

10.2 Visual Documentation

• Use Loom or Zight for walkthroughs or screenshots

10.3 What to Avoid

• Vague language

• Screenshots with no explanation

• Incomplete information

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11. Client Responsibilities

11.1 Information Provision

• Detailed problem description

• Provide access if needed

• Timely replies

• Backup data before changes

11.2 Communication

• Use designated support channels

• Stay professional

• Provide feedback

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12. Limitation of Liability

12.1 Service Limitations

• Best-effort support basis

• No guaranteed outcomes or timelines

• Liability capped at purchase value

• Not liable for data loss or outages

12.2 Disclaimer

• Services provided as-is

• Client responsible for backups

• No liability for third-party issues

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13. SLA Modifications

13.1 Updates

• 30-day notice for changes

• Notified via email and website

• Continued use = agreement

13.2 Custom Arrangements

• Enterprise clients can negotiate

• Must be documented

• Defaults to standard SLA unless stated

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Agreement Version: 1.0
Last Updated: June 11, 2025

This SLA is subject to the terms outlined in the EcomGraduates Terms of Service and Privacy Policy.