Service Level Agreement (SLA)

Effective date: 2026-01-01

1. Purpose​

This Service Level Agreement (SLA) defines incident response, resolution targets, and availability objectives for Reactiv Mobile App Builder services.

2. Scope​

This SLA applies to the following service categories:

• Dashboard
• Mobile App Platform
• Mobile App Clip Platform (iOS)
• Integration Services
• Data Systems
• AI Services

3. Support Coverage​

• 24/7 coverage for critical incidents (Sev1), including weekends and holidays.
• Business hours for Sev2 and Sev3, unless otherwise agreed in writing.
• Business hours: Monday-Friday, 9:00 AM-6:00 PM ET, excluding company holidays.

4. Incident Management​

• Incidents are triaged by Customer Success Team via Slack, Live Support Chat, or via support@reactiv.ai
• Internally incidents raised by the Customer Success Team are managed via incident.io.
• Engineering team is split into on-call rotations.
• Severity is assigned by the Customer Success Team and may be reclassified as new information becomes available.
• Communication cadence:
  • Sev1: continuous updates until resolution.
  • Sev2: daily updates until resolution.
  • Sev3: weekly updates until resolution.

5. Severity Classification (Dashboard, Mobile, Integration)​

Sev1 - Revenue blocking and affecting user experience​

Example: Checkout issues

SLA targets:

• Acknowledgement: within 1 hour, 24/7.
• Work start: immediately after acknowledgement.
• Resolution: ASAP with continuous effort until fixed.

Operational requirements:

• Incident.io declaration required.
• Sprint interrupt and top priority for the team.
• Pull in other developers as necessary.
• Continued communication updates until the issue is resolved.

Sev2 - Blocking user experience with no workaround​

Example: Product page issues, discount issues

SLA targets:

• Acknowledgement: within 1 business day.
• Resolution and release: within the current sprint (typically < 1 week).

Operational requirements:

• Incident.io declaration required.
• Sprint interrupt.
• Product reprioritization to remove a lower priority item from the sprint.
• Work completed by the support rotation developer or in collaboration with a domain expert.

Sev3 - User experience issues with potential workarounds​

Example: Search issues, wishlist issues

SLA targets:

• Acknowledgement: within 2 business days.
• Resolution: next sprint (typically 2 to 4 weeks).

Operational requirements:

• Not a sprint interrupt.
• Support rotation developers may address if capacity and expertise allow; otherwise scheduled with Product for the next sprint.

6. Service Definitions​

Dashboard​

Dashboard includes the web-based administration experience used to configure and manage the Reactiv platform, including settings, content, integrations, analytics, and reporting.

Mobile App Platform​

Mobile App Platform includes the core mobile shopping experience delivered to end users across iOS and Android, including navigation, product discovery, PDP/PLP, cart, checkout, account, and push notifications.

Mobile App Clip Platform (iOS)​

Mobile App Clip Platform includes iOS App Clip experiences that enable lightweight, fast entry to key shopping flows such as product views, and quick checkout.

Note: The ClipKit implementation follows the same service level agreements, but the customer is required to deploy the changes once a fix and a new version is available for download.

Integration Services​

Integration Services include platform connectors and middleware that enable data and feature exchange with third-party systems such as Shopify, reviews, loyalty, subscriptions, analytics, and support tools.

Data Systems​

Data Systems include all components responsible for ingestion, processing, storage, and retrieval of structured and unstructured data, including but not limited to:

• Analytics and reporting systems
• Data warehouses and data lakes
• Data processing and transfer, ETL / ELT jobs and schedulers
• Data APIs and internal data services

AI Services​

AI Services include systems that generate predictions, recommendations, or content using machine learning or large language models, including:

• AI Agent infrastructure
• AI Studio Prompt orchestration
• Model inference services
• Merchant Knowledge Bases

7. SLA Tiers​

Dashboard, Mobile App Platform, Mobile App Clip Platform (iOS), Integration Services​

Data and AI Services​

8. Availability Targets​

Availability is measured monthly and excludes approved maintenance windows.

Approximate downtime per year (based on 8,760 hours/year):

• 99.95%: ~4.4 hours
• 99.9%: ~8.8 hours
• 99.7%: ~26.3 hours
• 99.5%: ~43.8 hours
• 99.0%: ~87.6 hours

9. Business Continuity & Disaster Recovery​

Business Continuity​

• During service disruptions, customers are notified via the Reactiv Status Page and directly through Slack where configured, with email or the support portal used as a fallback for customers without Slack integration.
• An on-call engineering rotation is maintained to respond to incidents and coordinate continuity efforts.
• The business continuity plan is reviewed and tested at least annually.

Recovery Time & Recovery Point Objectives​

*RTO for Mobile App Platform and Mobile App Clip Platform (iOS) may be extended by Apple and Google app review processes for fixes that require a native app update.

Redundancy​

All production services are deployed across multiple availability zones (multi-AZ) within AWS us-east-1 (Northern Virginia). This provides resilience against individual zone failures within the region. Cross-region failover is not currently in scope.

Backup Schedule​

Recovery Procedures​

Documented recovery procedures are maintained internally and tested as needed to ensure operational readiness.

10. Maintenance Windows​

Planned maintenance windows will be scheduled in advance when possible and communicated to affected customers. Emergency maintenance may be performed as needed to protect system stability and security.

11. Exclusions​

This SLA does not apply to issues caused by:

• Third-party services outside Reactiv control
• Customer code, configuration, or content
• Network or infrastructure failures outside Reactiv control
• Force majeure events

12. Definitions​

• Acknowledgement: Confirmation that the incident has been received, classified, and assigned.
• Mitigation: Restoring core functionality or providing a workaround to reduce impact.
• Resolution: Permanent fix applied to the root cause.
• Release: Deployment of the fix to production or customer-facing systems.

13. System Health​

Reactiv System Health is available at https://status.reactiv.ai/