Service Level Agreement (SLA)#
This Service Level Agreement outlines the service commitments 7Net provides to its B2B users.
1. Platform Availability#
| Metric | Target |
|---|---|
| Uptime | 99.9% monthly |
| Planned maintenance window | Sundays 02:00 – 06:00 UTC |
| Unplanned downtime notification | Within 15 minutes |
2. Response Times#
2.1 Customer Support#
| Priority | Description | Response Time | Resolution Time |
|---|---|---|---|
| Critical | Platform outage, payment failure | 1 hour | 4 hours |
| High | Order issues, account access | 4 hours | 24 hours |
| Medium | Feature requests, general queries | 24 hours | 72 hours |
| Low | Feedback, suggestions | 48 hours | 5 business days |
2.2 Vendor Support#
- Vendor onboarding: 2 business days
- Product listing review: 24 hours
- Payout inquiries: 48 hours
3. Order Processing#
- Order confirmation: Immediate (automated)
- Payment verification: Within 2 hours
- Vendor notification: Immediate upon payment confirmation
- Tracking information: Within 24 hours of shipment
4. Data and Security#
- Daily automated backups
- Point-in-time recovery capability
- 256-bit SSL encryption
- PCI DSS compliant payment processing
- GDPR compliant data handling
5. Service Credits#
If 7Net fails to meet the uptime SLA:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fees |
| 95.0% – 99.0% | 25% of monthly fees |
| Below 95.0% | 50% of monthly fees |
Service credits must be requested within 30 days of the incident.
6. Exclusions#
This SLA does not apply to:
- Downtime caused by force majeure events
- Issues caused by third-party services
- Planned maintenance within the published window
- Customer-side connectivity issues
7. Reporting#
Monthly SLA reports are available in the B2B Dashboard → Service Reports section.
8. Contact#
For SLA-related matters, contact b2b-support@7net.com.
Last updated: September 1, 2025