1. Definitions
This Service Level Agreement ("agreement") is issued by Total Print Hub Inc. ("Total Print Hub", "we", "us", "our"). Total Print Hub Inc. is a corporation; all of its shares are held by ITLOX, Inc., a Delaware corporation. Words defined in the Terms of Service have the same meaning here. In this agreement:
Service means Total Print Hub as we host it for your store: the Admin, and the design tools and Branded Stores that your shoppers use on your store.Available means that the Service can be reached and used.Downtime means a continuous period of more than 5 minutes during which the Service is not Available to your store.Scheduled Maintenance means maintenance of which we have given you notice beforehand.Emergency Maintenance means maintenance that cannot wait, carried out to deal with a serious security weakness or to prevent a failure, for which notice beforehand may not be practicable.Excused Downtime means Downtime that is caused by anything listed in section 7.Monthly Uptime Percentage means, for a calendar month, the total minutes in the month less the minutes of Downtime that is not Excused Downtime, divided by the total minutes in the month, and multiplied by 100.Service Credit means a credit against a future fee, given as the remedy for a missed uptime target.Incident means an interruption of the Service that we did not schedule, or a reduction in its quality.
2. Service availability by plan
| Plan | Monthly uptime target | Service Credits |
|---|---|---|
| Dedicated | 99.9% | Yes, under section 5 |
| Complete | No figure is set | No |
| Core | No figure is set | No |
2.1 The Dedicated plan
The Dedicated plan runs on a database and file storage of its own. Its monthly uptime target is a Monthly Uptime Percentage of 99.9%. In a month of 30 days, that allows about 43 minutes of Downtime that is not excused.
The target applies to a paid Dedicated plan. The free trial of the Dedicated plan runs on our standard infrastructure and is outside the target.
2.2 The Core and Complete plans
This agreement sets no uptime figure for the Core and Complete plans, and those plans carry no Service Credits. The Terms of Service apply to their availability.
2.3 How availability is measured
The Monthly Uptime Percentage is worked out for each calendar month, for the Service as we host it for your store. Downtime is established from the information that you send with a claim and from what we can establish ourselves.
2.4 What this agreement does not set
This agreement sets no time for restoring data. Our backups are described on the Security page.
3. Maintenance
We carry out maintenance to keep the Service secure and working. We give notice of Scheduled Maintenance where we reasonably can. This agreement sets no fixed maintenance window.
Emergency Maintenance may take place at any time where it is needed to protect the security or the integrity of the Service.
Time during which the Service is not Available because of Scheduled Maintenance or Emergency Maintenance is Excused Downtime.
4. Support
4.1 How to reach support
Support is by email at support@totalprinthub.com. It is the same address for every store, on Shopify and on WooCommerce. Our guides are at docs.totalprinthub.com. Support is given in English.
4.2 Support by plan
| Plan | Support |
|---|---|
| Core | Standard support |
| Complete | Standard support |
| Dedicated | Priority support |
4.3 What to put in a request
Three things let us see the problem as you saw it:
- your store: its address, and whether it runs on Shopify or WooCommerce;
- what you were doing: the product, design, or order number, and the step where it went wrong; and
- what you saw: the words on the screen or a screenshot, and the time it happened.
Never send a password, an API key, or payment details in a message.
4.4 The severity of a problem
Tell us which of these classes fits your problem:
| Class | What it means | Example |
|---|---|---|
| Critical | The Service is not Available to your store, or a security incident is suspected | The Admin cannot be opened, or shoppers cannot open the design tools |
| High | A main function does not work for most of your users, and there is no way around it | Print-ready files are not made for paid orders |
| Medium | A function works only in part, and there is a way around it | One pricing rule gives a wrong result |
| Low | A small fault, or a question | A fault in how a screen looks, or a question about a guide |
4.5 Response times
This agreement sets no time for a first reply and no time for a resolution, for any plan and for any class.
For a Dedicated plan, you and we may agree the scope of support and its times in writing before the plan starts. What is agreed in writing then applies.
5. Service Credits
5.1 When a credit is due
If the Monthly Uptime Percentage of a paid Dedicated plan is below 99.9% in a calendar month, you may claim a Service Credit:
| Monthly Uptime Percentage | Service Credit, as a share of the plan's monthly fee |
|---|---|
| Below 99.9% but above 99.0% | 10% |
| 95.0% to 99.0% | 25% |
| Below 95.0% | 50% |
5.2 Conditions
- Send your claim in writing to support@totalprinthub.com no later than 30 days after the end of the month concerned.
- State the dates, the times, and the length of each period of Downtime.
- A Service Credit applies only to the plan of the store that was affected.
- The Service Credits for one calendar month are never more than 50% of the plan's monthly fee for that month.
- A Service Credit has no cash value and cannot be transferred. It is set against a future fee for the same plan. For a store billed by Shopify, the credit is given in the way that Shopify's billing allows.
- No Service Credit is due while you are in breach of the Terms of Service or while a payment is overdue.
- Charges for Inky AI credit packs and for file storage are not part of the monthly fee for this purpose.
5.3 Your remedy
A Service Credit is your only remedy under this agreement for a missed uptime target. This does not affect rights that the law does not allow to be excluded.
6. Your part
So that we can keep to this agreement, you are responsible for:
- a working internet connection, and current devices and browsers;
- keeping your store platform working and, on WooCommerce, keeping WordPress, WooCommerce, and the Total Print Hub plugin up to date;
- keeping your plan paid, because a paused store is not Downtime;
- reporting an Incident promptly, with accurate and complete information (section 4.3);
- naming the people in your business who may raise and manage support requests;
- using the Service within the Acceptable Use Policy and within fair use, so that your use does not harm other merchants; and
- working with us while we look into an Incident.
7. Exclusions
The uptime target and the Service Credits do not apply to time during which the Service is not Available because of:
- Scheduled Maintenance or Emergency Maintenance;
- something that you, your staff, or your shoppers did or failed to do;
- a failure to follow our instructions or our guides;
- your store platform, your own hosting of a WooCommerce store, a payment provider, an AI provider, a supplier, or another service that is not under our control;
- an AI feature that pauses because your Inky AI credits have run out, or a fault of the AI provider account that you connect to AI designer;
- a store that is paused because no plan is active or because a payment failed, or access that is suspended under the Terms of Service or the Acceptable Use Policy;
- events beyond our reasonable control, such as natural disasters, acts of government, epidemics, and war;
- a denial-of-service attack or another attack on the Service;
- an outage of the internet or of a network outside our hosting;
- a fault of your own devices or networks; or
- use during a free trial.
8. Incident communication
When an Incident makes the Service not Available to your store, we tell you where we reasonably can, and we tell you when it is over. This agreement sets no time for these messages.
A security incident is handled under our incident plan, which is set out on the Security page. The plan has seven steps: triage, contain, replace secrets that may be exposed, preserve the evidence, notify the merchants affected where that is required, fix, and review. An incident that affects personal data is also handled under the Data Processing Agreement.
If you see an Incident before we have told you about it, write to support@totalprinthub.com. If you suspect a security incident, write to security@totalprinthub.com.
9. This agreement and the Terms of Service
This agreement forms part of the Terms of Service and is subject to them. If the two conflict on availability, support, or Service Credits, this agreement applies. On everything else, the Terms of Service apply. An agreement signed by you and us that sets other service levels takes precedence over both.
The governing law and the courts are those named in the Terms of Service.
10. Changes to this agreement
We may update this agreement. We post the changed agreement on this page with a new "Last updated" date. For a material change we give you at least 30 days' notice, by email or in the product, before it takes effect.
11. Contact
Total Print Hub Inc.
- Support requests and Service Credit claims: support@totalprinthub.com, with the subject line "Support request" or "Service Credit claim"
- Security incidents: security@totalprinthub.com
- Legal notices: legal@totalprinthub.com