Service Level Agreement

1. Purpose

This Service Level Agreement ("SLA") defines the support, availability, maintenance, and service commitments provided by Ubiquitous LLC ("Provider") for the SyncMyCart platform ("Service").

SyncMyCart is a cloud-based data integration and synchronization platform designed to securely transfer business data between supported ecommerce, accounting, payment, inventory, and business management systems.

SyncMyCart does not provide bookkeeping, accounting, auditing, tax preparation, or financial advisory services.

The Service faithfully transfers data based on customer-selected configuration, mapping rules, and synchronization settings. Customers retain full responsibility for all accounting policies, financial decisions, tax treatment, and regulatory compliance.

2. Scope of Services

This SLA applies to the following SyncMyCart services:

• Secure transmission of supported business data
• Scheduled synchronization jobs
• Manual synchronization requests
• Dashboard access
• Connector management
• Mapping configuration
• Synchronization monitoring
• Error reporting
• Diagnostic logging
• Reconciliation and validation tools
• Supported platform connectors

Currently supported platforms are:

• Shopify
• WooCommerce
• Wix
• Square
• CSV import
• QuickBooks Online
• Xero

Additional integrations may be added from time to time and become subject to this SLA upon general release. Platforms not listed above are not supported and are outside the scope of this SLA.

Professional services, consulting, custom development, bookkeeping services, accounting advice, tax services, and customer-specific implementation projects are outside the scope of this SLA unless covered under a separate written agreement.

3. Service Availability

Provider targets 99.9% monthly service availability for the SyncMyCart platform as a service level objective.

Definition of availability. The Service is considered available when the SyncMyCart application responds to HTTP requests at its published health endpoint. Availability measures reachability of the platform only. It does not measure the speed of individual operations: certain functions — including bulk order retrieval, batch posting, initial synchronization, and audit or reconciliation reports — legitimately run for extended periods, and their duration does not constitute unavailability.

Measurement. Availability is measured by an independent third-party monitoring service that polls the health endpoint from outside Provider's network at intervals of no more than five minutes. Monthly availability is calculated as the percentage of successful checks against total checks in the calendar month, excluding periods described below. The monitoring service's records are the authoritative source for all availability determinations under this SLA.

Availability excludes:

• Scheduled maintenance
• Emergency maintenance
• Customer-caused interruptions
• Internet connectivity failures
• Third-party provider outages
• Cloud infrastructure failures outside Provider's control
• API failures or service interruptions originating from connected platforms
• Force majeure events

Availability measurements apply only to the SyncMyCart platform itself and not to connected third-party services.

4. Support Hours

Standard Support

Monday through Friday, 9:00 AM – 6:00 PM Pacific Time, excluding U.S. federal holidays.

Standard Support requests may be submitted through:

• Customer Portal
• Email
• Online Support Ticket System

Telephone Support

Telephone support is available during Standard Support hours on the SyncMyCart POS and Enterprise plans.

24/7 Severity 1 Support (Enterprise)

Customers on the Enterprise plan may report Severity 1 production incidents at any hour, on any day, by telephone only using the emergency support number provided at onboarding.

Severity 1 incidents reported by any other channel — including email, text message, the Customer Portal, or the ticket system — are received during Standard Support hours only. Provider does not commit to monitoring those channels outside Standard Support hours, and the response clock for incidents reported through them begins at the start of the next business day.

Customers on all other plans report Severity 1 incidents through the standard channels during Standard Support hours.

5. Incident Severity Levels

Severity 1 – Critical. SyncMyCart production service unavailable; synchronization engine not processing jobs; confirmed corruption of synchronization data generated by SyncMyCart; security incident affecting the SyncMyCart platform. Critical production operations cannot continue.

Severity 2 – High. Significant synchronization failures; connector failures; high failure rate of synchronization jobs; authentication failures affecting multiple customers. Major functionality impaired.

Severity 3 – Medium. Individual synchronization failures; configuration issues; mapping problems; reporting issues; performance degradation. Reduced efficiency with available workarounds.

Severity 4 – Low. Cosmetic issues; documentation questions; feature requests; user interface improvements; general usage assistance. Minimal impact.

6. Response Time Commitments

Initial response means acknowledgement by a qualified support representative.

When the clock starts. For Severity 1 incidents reported by telephone under Section 4 by an Enterprise customer, the response clock begins at the time of the call, regardless of hour. For all other incidents and all other plans, response times are measured during Standard Support hours; an incident reported outside those hours begins its response clock at the start of the next business day.

Response time commitments are service commitments and do not carry service credits. Service credits under this SLA apply to availability only, as set out in Section 13.

7. Resolution Objectives

Provider will use commercially reasonable efforts to resolve reported incidents according to the following objectives:

Resolution objectives are service goals rather than contractual guarantees.

Some issues may require coordination with third-party vendors and therefore remain outside Provider's direct control.

8. Customer Responsibilities

To receive support under this SLA, Customer agrees to:

• Maintain an active subscription.
• Maintain supported versions of connected platforms.
• Maintain valid API credentials.
• Keep connector authorizations current.
• Review synchronization logs and reported errors.
• Provide requested diagnostic information.
• Cooperate with troubleshooting efforts.
• Test configuration changes before production deployment whenever practical.
• Maintain appropriate backups of financial and business records.

Failure to provide requested information may delay incident resolution and suspend applicable response targets until sufficient information is received.

9. Responsibility for Data

SyncMyCart is a data integration platform.

The Provider is responsible for:

• Secure transmission of supported data
• Reliable execution of synchronization processes
• Processing data according to customer-defined mappings and settings
• Error detection and reporting
• Maintaining synchronization logs and diagnostics

The Provider is not responsible for:

• The accuracy of customer source data
• Bookkeeping decisions
• Accounting policies
• Tax calculations
• Financial statement accuracy
• Regulatory compliance
• Customer mapping decisions
• Customer workflow decisions
• Business decisions based on synchronized data
• Manual modifications made in connected systems after synchronization

Customers are solely responsible for reviewing all accounting records and business transactions created or updated through SyncMyCart before relying upon them for financial reporting or regulatory purposes.

10. Third-Party Dependencies

SyncMyCart depends upon external software platforms and APIs that are outside Provider's control. These include, but are not limited to, Shopify, QuickBooks Online, Xero, payment gateways, shipping providers, and cloud hosting providers.

Provider is not responsible for incidents resulting from:

• API outages
• Authentication failures
• API rate limiting
• Vendor software defects
• Vendor maintenance
• Vendor configuration changes
• API deprecation
• Changes to third-party platform behavior

Such events do not constitute a failure of the SyncMyCart Service Level Agreement.

11. Scheduled Maintenance

Routine maintenance may occur during the following maintenance window: Sunday 12:00 AM – 4:00 AM Pacific Time.

Scheduled maintenance does not count toward uptime calculations.

Emergency maintenance may occur without prior notice when necessary to maintain platform security or stability. Emergency maintenance periods are likewise excluded from uptime calculations.

12. Escalation Procedure

Support incidents may be escalated as follows:

• Standard Support
• Engineering and Management Review

Escalation occurs when incident complexity, business impact, or elapsed time warrants additional technical resources.

13. Service Credits

Customers on the SyncMyCart POS and Enterprise plans may request service credits if monthly platform availability, as measured under Section 3, falls below the stated objective.

Service credit percentages apply to the monthly subscription fee for the affected month.

Claim procedure. To receive a service credit, Customer must submit a written claim through a supported support channel within thirty (30) days of the end of the calendar month in which the availability shortfall occurred. Claims must identify the affected month. Claims submitted after this period are not eligible. Provider will validate each claim against the monitoring records described in Section 3 and respond within ten (10) business days.

Service credits apply only to future subscription fees, are not redeemable for cash, and represent the Customer's sole and exclusive remedy for availability-related claims under this SLA.

Plans other than SyncMyCart POS and Enterprise do not include service credits. All other provisions of this SLA, including response time commitments, apply to all paid plans.

14. Exclusions

This SLA does not apply to incidents arising from:

• Incorrect customer data
• Customer configuration errors
• Unsupported integrations
• Unsupported software versions
• Customer customizations
• Browser extensions
• Internet outages
• Third-party platform failures
• API limitations
• API rate limits
• Vendor maintenance
• Manual edits performed after synchronization
• User error
• Malware
• Force majeure events

15. Security

Provider employs commercially reasonable administrative, technical, and physical safeguards designed to protect Customer information while in transit and within the SyncMyCart platform.

Customers remain responsible for securing credentials, user accounts, and access to connected systems.

16. Changes to the Service

Provider may release security patches, compatibility updates, bug fixes, connector enhancements, and feature improvements as necessary to maintain the Service.

Major functional changes will be communicated when reasonably practical.

17. Limitation of Liability

SyncMyCart facilitates the movement of data between systems. The Provider does not guarantee the correctness of business decisions, accounting treatment, financial reporting, tax outcomes, or regulatory compliance resulting from the use of synchronized data.

Except as otherwise required by law, Provider's aggregate liability shall not exceed the fees paid by Customer for the affected Service during the preceding twelve (12) months.

18. Acceptance

By subscribing to or using SyncMyCart, Customer acknowledges that they have read, understood, and agree to the terms of this Service Level Agreement.

19. Contact Us

If you have any questions about this SLA, please contact us at:

Email: support@syncmycart.com