1. Purpose
The purpose of this Service Level Agreement (SLA) is to provide a clear reference for support coverage, customer and Next-Cart responsibilities, response targets, and conditions that may affect support delivery. It does not expand the technical scope of a purchased Migration Service or guarantee that every issue can be resolved within a fixed period.
2. Support Scope
Support is included throughout the validity period of your Migration, including any renewed period, within the scope and service hours defined in this SLA. Support may include assistance with supported Source Store and Target Store connections, supported migration configuration, migration execution and status issues, review of supported migrated data, investigation of supported migration errors, and clarification of Entity Points, Migration, Add-ons, and approved service scope.
Support does not automatically include custom development, unsupported data handling, third-party application modification, server administration, platform development, or other work outside the purchased service scope. Such requirements may need an Add-on, Custom Migration review, or a separate agreement.
3. Support Channels
Next-Cart provides AI Help for automated guidance, self-service assistance, and support-ticket creation at any time. When human assistance is needed, AI Help can transfer the conversation to a Support Agent or create a ticket. Technical follow-up takes place through the support ticket, helpdesk, email thread, or Support Agent conversation.
4. Service Availability
AI Help is available at all times for automated assistance. Human support is provided through two service windows. Technical support via tickets and email is normally available from 8:00 a.m. to 11:00 p.m. (GMT+7) every day of the year, including public holidays. Support Agent chat through AI Help is normally available from 9:00 a.m. to 5:00 p.m. (GMT+7) every day of the year, including public holidays. Requests submitted outside the applicable service window will be handled during the next available support period unless out-of-hours assistance has been arranged in advance with the Next-Cart support or technical team, subject to confirmation and staff availability. Planned or emergency maintenance and circumstances outside Next-Cart's reasonable control may affect service availability.
5. Response and Resolution SLA
These SLA commitments apply to supported issues that require human support and are submitted through designated support channels, including tickets, email, and Support Agent chat. Channel availability is governed by Section 4. The SLA clock begins when Next-Cart receives a sufficiently complete support request with the information and access reasonably required to begin investigation.
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Response SLA: Next-Cart will provide an initial human response within 24 hours from the time the SLA clock begins. An automated reply from AI Help does not count as the Response SLA when a Support Agent has been requested or human technical review is required.![]()
Resolution SLA: Next-Cart will resolve a supported issue within 72 hours, subject to the exclusions and dependencies in this SLA. The Resolution SLA is distinct from the Response SLA.
Response SLA: Next-Cart will provide an initial human response within 24 hours from the time the SLA clock begins. An automated reply from AI Help does not count as the Response SLA when a Support Agent has been requested or human technical review is required.SLA timing may be paused while Next-Cart is waiting for required customer information, credentials, approval, or access. Timing may also be extended where resolution depends on a third-party platform, hosting provider, API, extension, network, unsupported behavior, or another circumstance outside Next-Cart's reasonable control. If a qualifying major technical issue cannot be resolved within the 72-hour Resolution SLA, refund eligibility will be assessed under the Refund Policy.
6. Customer Requirements for Support
To allow Next-Cart to investigate efficiently, the customer should provide a clear description of the issue and expected result, representative examples or evidence when relevant, necessary authorized access when reasonably required, and a reachable contact when input or approval is needed. Customers should avoid conflicting migration actions or changes that may alter the issue under investigation unless agreed with Next-Cart.
If required information or access is unavailable, Next-Cart may be unable to continue the investigation or may need to place the request on hold.
7. Next-Cart Responsibilities
Next-Cart will use commercially reasonable efforts to acknowledge and investigate supported service requests, communicate material findings and required customer actions, notify customers of relevant planned maintenance when appropriate, and escalate issues internally when additional technical review is required.
8. Exclusions and Dependencies
Response and resolution may be affected by conditions outside Next-Cart's reasonable control, including Source Platform or Target Platform outages, API limitations, hosting or network performance, third-party applications or extensions, unsupported data structures, customer-side modifications, missing credentials, or delayed customer responses.
Server configuration, hosting administration, third-party application support, and unsupported platform behavior are outside the standard support scope unless expressly included in an approved Custom Migration scope or separate service.
9. Managed and Custom Migration Support
Managed Migration and Custom Migration may include additional communication, coordination, milestones, or service handling according to the approved order or scope. Any service-specific commitment that differs from this general Service Level Agreement (SLA) must be expressly documented in the applicable Agreement, quote, or written scope.
10. Maintenance and Service Changes
Next-Cart may perform planned or emergency maintenance that affects service availability. When reasonably practicable, Next-Cart will communicate material planned maintenance or service changes through the Website, account, support channel, or another appropriate method.
11. Escalation
To request escalation, reply to your existing support ticket or Support Agent conversation. Escalation does not change the purchased service scope or the response and resolution commitments in this SLA.
