1. Purpose
The purpose of this Service Level 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 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, Service License, 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 may provide support through Live Chat, ticket/helpdesk, email, and other support channels made available on the Website or in the customer account. The appropriate channel may depend on the issue, purchased Migration Service, and whether technical investigation is required.
4. Service Availability
Support availability, monitored hours, and live-agent coverage are determined by the current support information published by Next-Cart. Availability may vary based on demand, maintenance, incident conditions, holidays, or other operational factors.
5. Initial Response Target
Current response targets are determined by the support information published by Next-Cart for the applicable service and channel. A response target is not a guaranteed resolution time. Requests that require additional technical investigation may require more time.
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 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
If a customer believes an issue is not progressing appropriately, the customer may request escalation through the existing ticket, support conversation, or another support channel made available by Next-Cart. Escalation does not change the technical scope of the purchased service or create a guaranteed resolution time.
12. Contact
For support, escalation, or service-level questions, use the support or contact channels available on the Next-Cart Website or customer account.
