Service Policy & SLA

1. Service Overview

This Service Policy and Service Level Agreement (SLA) outlines Cartio's commitment to providing reliable, high-quality COD fraud prevention services for Pakistani Shopify stores.

By subscribing to Cartio, you acknowledge and agree to the terms outlined in this Service Policy.

2. Service Availability (Uptime SLA)

2.1 Uptime Guarantee

Cartio guarantees 99.9% uptime for our core services on a monthly basis, calculated as follows:

• 99.9% Uptime = Maximum 43.2 minutes of downtime per month
• Uptime is measured from our monitoring systems
• Scheduled maintenance windows are excluded from uptime calculations

2.2 Scheduled Maintenance

We may perform scheduled maintenance during off-peak hours:

• Scheduled maintenance will be announced at least 48 hours in advance via email
• Maintenance windows typically occur between 2:00 AM - 4:00 AM PKT
• Emergency maintenance may be performed without advance notice if required for security or stability

2.3 Excluded Downtime

The following are NOT counted toward our uptime guarantee:

• Third-party service failures (Shopify API, Twilio, payment processors)
• Internet service provider or network issues outside our control
• Scheduled maintenance with proper advance notice
• Issues caused by your actions or misuse of the service
• Force majeure events (natural disasters, war, acts of terrorism, etc.)

3. Customer Support

3.1 Support Channels

We provide support through multiple channels:

• Email: support@cartio.ai
• Phone: +92 321 4470555
• WhatsApp: +92 325 8830157
• Contact Form: Available on our website

3.2 Support Hours

Our support team is available during the following hours:

• Monday - Friday: 9:00 AM - 6:00 PM PKT
• Saturday: 10:00 AM - 2:00 PM PKT
• Sunday: Closed (emergency support available via email)

3.3 Response Time SLA

*Response times are during business hours. Messages received outside business hours will be responded to on the next business day.

4. Service Delivery Standards

4.1 Order Processing

• COD orders are analyzed in real-time (typically within 2-5 seconds)
• Risk scores are calculated using our AI models immediately upon order creation
• SMS/Call verifications are initiated within 60 seconds of order placement

4.2 Fraud Detection Accuracy

While we strive for high accuracy in fraud detection:

• Our AI models are continuously trained and improved
• We provide risk scores and recommendations, not absolute guarantees
• Final order fulfillment decisions remain with you, the merchant
• We are not liable for losses from fraudulent orders our system does not detect

4.3 Data Processing

• Customer data is synchronized from Shopify in real-time via webhooks
• Analytics and reports are updated every 15 minutes
• Historical data is available for the duration of your subscription

5. Integration & Onboarding

5.1 Onboarding Support

We provide comprehensive onboarding assistance:

• Step-by-step Shopify integration guide
• BYOT (Bring Your Own Twilio) setup assistance
• Dashboard walkthrough and training
• Email support during setup process
• Phone/video call support available upon request

5.2 Integration Timeline

• Shopify app installation: Instant (1-click process)
• Initial data sync: 5-10 minutes
• Twilio BYOT setup: 15-30 minutes (with our guidance)
• Full service activation: Within 1 hour of starting setup

6. Data Security & Privacy

6.1 Security Standards

We maintain enterprise-grade security:

• AES-256 encryption for data at rest
• TLS 1.3 encryption for data in transit
• Regular security audits and penetration testing
• SOC 2 Type II compliance (in progress)
• GDPR and Pakistan data protection law compliance

6.2 Data Backup

• Automated daily backups of all customer data
• 30-day backup retention period
• Geo-redundant storage across multiple data centers

6.3 Privacy Commitment

We never sell or share your data with third parties for marketing purposes. See our Privacy Policy for complete details.

7. Service Credits & Compensation

7.1 SLA Credits

If we fail to meet our 99.9% uptime guarantee, you may be eligible for service credits:

7.2 Claiming Service Credits

To claim service credits:

1. Contact support within 7 days of the affected month ending
2. Provide details of the downtime experienced
3. We will verify the claim using our monitoring data
4. Approved credits will be applied to your next invoice

*Service credits are your sole remedy for SLA violations. They cannot be redeemed for cash.

8. Service Modifications

8.1 Feature Updates

We continuously improve our service:

• New features and improvements are deployed regularly
• Major feature releases are announced via email and blog
• All updates are included in your subscription at no additional cost

8.2 Deprecation Policy

If we need to deprecate or significantly change a feature, we will provide at least 90 days advance notice and, where possible, offer alternative solutions.

9. Third-Party Dependencies

9.1 External Services

Our service integrates with:

• Shopify: For accessing store data and order information
• Twilio: For SMS and call verification services
• Payment Processors: For subscription billing

9.2 Third-Party SLA

We are not responsible for downtime or issues caused by third-party services. However, we will work with you to resolve integration issues and provide workarounds when possible.

10. Fair Use Policy

To ensure optimal service for all customers, we maintain a fair use policy:

• Usage must be for legitimate business purposes only
• Excessive API calls or automated requests may be rate-limited
• SMS/Call verification usage should align with actual customer orders
• Abuse of the service may result in account suspension

If you anticipate unusually high usage, please contact us to discuss enterprise options.