Version: January 2026. Service availability, response targets, escalation rights and communication channels for the JMango360 mobile commerce platform.
This SLA applies to:
– The JMango360 mobile commerce platform
– Native iOS and Android applications delivered by JMango360
– Platform-related services as defined in the Order Form
This SLA does not apply to:
– The Client's eCommerce platform
– Third-party services, APIs or extensions
– Network, hosting or payment service providers outside JMango360's control
JMango360 offers three SLA levels:
– Core SLA (included with Base App License Core)
– Advanced SLA (optional)
– Enterprise SLA (optional)
Each SLA level defines different service availability, response targets, escalation rights and communication channels.
Response times are measured from the moment a ticket is submitted during applicable support hours.
This Service Level Agreement applies exclusively to Clients for whom an applicable SLA level is explicitly selected and referenced in an Order Form and/or Final Pricing Schedule.
For Clients operating under agreements executed prior to the effective date of this SLA, support and service levels shall continue to be provided in accordance with the terms of the applicable agreement and historical service arrangements. This SLA shall not apply retroactively unless explicitly agreed in writing.
JMango360 classifies incidents as follows:
– Critical
Platform or app unavailable, blocking core commerce functionality
– High
Major functionality impaired with significant business impact
– Medium
Partial functionality issues or degraded performance
– Low
Cosmetic issues, minor defects or general questions
Severity classification is determined by JMango360.
Depending on the selected SLA level, JMango360 provides access to the following channels:
– Support Portal: available for all SLA levels
– Email Support: available for Advanced and Enterprise SLA
– Dedicated Communication Channel (Slack or Microsoft Teams): Enterprise SLA only
The availability of communication channels does not create additional obligations beyond this SLA.
If an incident is not addressed within the applicable response target:
1. The issue is escalated internally within JMango360
2. For Enterprise SLA, escalation includes direct coordination between support and engineering teams
3. Escalation does not suspend or alter payment obligations
JMango360 will use commercially reasonable efforts to investigate and resolve incidents.
This SLA defines response targets, not guaranteed resolution times.
JMango360 performs ongoing maintenance to:
– Ensure compatibility with Apple App Store and Google Play requirements
– Maintain platform stability and security
– Apply updates to the JMango360 platform
Maintenance windows, where applicable, will be communicated in advance when reasonably possible.
The following are excluded from this SLA unless explicitly agreed in writing:
– Custom development
– Client-specific customizations
– Third-party SDKs, APIs or extensions
– Unsupported checkout or headless implementations
Changes to the Client's eCommerce platform, APIs or third-party services may require additional configuration, support or fees and are not covered by this SLA.
– JMango360 measures incidents and response times using its internal systems
– JMango360's measurements are leading and binding
– SLA disputes do not suspend payment obligations
JMango360 reserves the right to suspend (part of) the services in case of:
– Non-payment
– Material breach of the Agreement
Suspension does not relieve the Client of its payment obligations.
In case of conflict, the following order of precedence applies:
1. Order Form
2. Final Pricing Schedule
3. Appendix A – Usage-Based Pricing Methodology
4. Master Services & License Agreement
5. This SLA
6. General Terms and Conditions
JMango360 may update this SLA from time to time.
Material changes will be communicated in advance and apply at renewal unless otherwise agreed.
