StockBox Service Level Agreement

Last Updated: 04 Feb 2026

This Service Level Agreement ("SLA") describes StockBox's service availability targets and support response targets for the StockBox platform ("Platform"). This SLA forms part of the StockBox Terms of Service and/or your signed subscription agreement. If there is a conflict, the signed agreement prevails.

1) Scope

This SLA covers:

  • Platform availability (uptime target)
  • Support and incident handling (bugs, outages, access issues)
  • Communications and response targets via supported channels

This SLA does not cover:

  • bespoke development / enhancements (see Section 8)
  • third-party services or integrations (see Section 10)
  • customer operational decisions (sales, refunds, fraud, pricing)

2) Definitions

  • Incident: an unplanned interruption or degradation of the Platform.
  • Bug: a reproducible defect causing the Platform to not operate as intended.
  • Business Hours: Mon–Fri 07:00–19:00 GMT-0, excluding UK public holidays (unless stated otherwise).
  • Response Time: the time from when an incident is received by StockBox Support to the first acknowledgement.
  • Resolution: a fix deployed, a workaround provided, or a decision communicated (including "won't fix" where applicable).

3) Support channels

We provide multi-channel support. The available channels and priority of handling may vary by plan.

Primary channels:

  • Support email: hello@stockbox.tech
  • Support ticketing portal: via your admin panel → report a bug feature
  • WhatsApp business support: StockBox on WhatsApp

Notes:

  • WhatsApp is typically best for triage and urgent operational interruptions.
  • For complex issues, we may request screenshots, steps to reproduce, or a short screen recording.
  • We may route WhatsApp-reported issues into tickets for tracking and audit.

4) Severity levels and targets

Below are standard targets.

Severity 1 — Critical

  • Definition: Platform unavailable, security incident, widespread checkout failure, or core functions broken with no workaround.
  • Response target: within 1 hour (Business Hours); 4 hours (outside Business Hours)
  • Update cadence: every 4 hours until stabilised
  • Target resolution: 1–2 business days (best efforts)

Severity 2 — Major

  • Definition: Significant impairment of core functions; partial outage; important workflows failing for multiple users; workaround may exist but is painful.
  • Response target: within 4 business hours
  • Update cadence: daily (or as agreed)
  • Target resolution: 3–7 business days (best efforts)

Severity 3 — Minor

  • Definition: Low impact bug, UI issue, edge-case, cosmetic defect, minor performance issue with workaround.
  • Response target: within 2 business days
  • Target resolution: next planned release cycle (best efforts)

Severity 4 — Service Request / How-to

  • Definition: training, guidance, configuration help, general questions.
  • Response target: within 3 business days
  • Delivery: scheduled subject to availability and plan.

5) Customer responsibilities (to enable SLA performance)

You agree to:

  • report issues with clear steps and examples (screenshots/video if needed)
  • provide access to relevant user accounts/logins where required
  • keep your browsers/devices updated and follow basic security hygiene
  • avoid modifying core configurations without change control (where advised)
  • ensure third-party credentials (payment gateway, domain/DNS, email) are valid and current

6) Planned maintenance

  • We may perform planned maintenance to deploy improvements, security patches, or upgrades.
  • We will use reasonable efforts to schedule maintenance during low-impact windows.
  • We may provide advance notice where practical.
  • Emergency security maintenance may occur without notice.

7) Training and onboarding support

  • Standard onboarding materials may include video guides, documentation, and recorded walkthroughs.
  • Live onboarding sessions may be provided remotely and/or on-site at our discretion and may be plan-dependent or chargeable.
  • On-site training may incur additional costs (time + travel) unless included in your package.

8) Bugs vs enhancements (and fast-tracking)

  • Bug fixes are handled under this SLA.
  • Enhancements / new features are not subject to SLA response/resolution times.

If you request enhancements:

  • we may (a) add to roadmap, (b) provide a paid quote, or (c) decline for security/maintenance reasons
  • "fast-track development" is treated as a separate professional service with its own timeline and fees

9) Accuracy of reference data (e.g. watch database, attributes)

Where we provide reference datasets (watch specs, model attributes, categories, templates):

  • We aim for high accuracy, but reference data may contain discrepancies or omissions.
  • You are responsible for reviewing and confirming product listings before publishing.
  • StockBox is not liable for losses arising from incorrect listings you publish (e.g., misdescription, pricing, attributes), except where required by law.

10) Third-party services and integrations (excluded from SLA)

Some Platform functions rely on third parties. Their outages or failures are outside our SLA. Examples include (but are not limited to):

  • payment processors/partners
  • couriers/shipping providers (e.g. UPS)
  • insurance providers (e.g. Zing or other insurers)
  • domain/DNS registrars
  • email/SMS/WhatsApp providers
  • analytics providers

We may assist with escalation and troubleshooting, but we are not responsible for third-party service availability, claims decisions, settlement timelines, tracking events, or coverage outcomes.

11) Suspension for misuse / non-compliance

We may suspend accounts to protect the Platform, other customers, or third parties, including where:

  • there is suspected fraud, abuse, or security risk
  • customers repeatedly violate marketplace/dropshipping rules (see Section 12)
  • payment is overdue beyond agreed terms

12) Marketplace / Dropshipping support (SLA boundary statement)

Where the Platform enables dropshipping/marketplace listings:

  • StockBox provides the technology and workflows.
  • StockBox is not responsible for supplier stock accuracy, fulfilment delays, product quality, returns handling, refund decisions, or disputes between sellers/buyers.
  • Persistent non-payment to product owners/suppliers or repeated disputes may result in account suspension.

(Full details should live in a Dropshipping Marketplace Addendum — see below.)

14) Contact and escalation

Addendum

  • Lamna Finance (Onboarding + authentication + separate terms)
  • Dropshipping Marketplace
  • Repairs/Outworker
  • Shipping & Insurance
  • Payments