Service Level Agreement (SLA)

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SHOPALYST

History/Version

1. Overview

This Service Level Agreement (“SLA”) defines the service standards and support expectations for Shopalyst’s Discovery Commerce Cloud, encompassing key offerings such as Maia, Market Intelligence, Audience builder, Advertising Automation, Creative builder, Experience builder and Full funnel reporting

2. Service Offerings:

Shopalyst’s Discovery Commerce Cloud enables brands to deliver seamless, interactive shoppable experiences across digital channels, connecting consumers to products effortlessly through targeted media campaigns and brand-owned content. The following are the offerings:

1. Experience builder: The shoppable landing pages combine the benefits of a focused marketing page with e-commerce capabilities, allowing visitors to make purchases directly from the page without navigating to a separate online store.

2. Audience Builder: Our machine learning-driven audience module organizes key shopping traits for your brand by analyzing product descriptions, packaging, reviews, and competitor best-sellers. It connects you with audiences actively researching or considering purchases in your category.

3. Creative builder: Using AI, Shopalyst generates product-aware ad creatives from standard PDPs, designed for platforms like YouTube, Instagram, Facebook, and TikTok. These ads incorporate product details such as price, ratings, benefits, and reviews, turning audience attention into purchase intent.

4. Full funnel reporting: Gain timely insights into the performance of your ads across the marketing funnel by understand how your campaigns build brand visibility, drive consumer engagement, and influence sales. Use our marketing dashboard to benchmark results and optimize strategies for maximum return on ad spend (ROAS).

5. Advertising Automation: The campaign management tools help automate the set-up, optimization, and tracking of data-driven campaigns across all media platforms including Google Ads, DV360, Facebook, Instagram, Amazon Ads, Twitter, and TikTok.

6. Market Intelligence: A performance-driven dashboard that highlights top-performing brands, products, and campaigns, enabling data-driven insights and competitive benchmarking.

7. Maia: Shopalyst's AI-powered co-pilot, simplifies data-driven marketing by streamlining audience targeting, campaign creation, and performance optimization. It empowers marketers with actionable insights across leading platforms.

These offerings are delivered through Shopalyst’s Discovery commerce cloud(except market intelligence which includes DaaS that provides digital performance of the brand and creative builder that generates product-aware ad creatives from standard PDP ) which seamlessly integrates all these capabilities into a single, unified platform. It provides a comprehensive solution for managing paid digital media, interactive placements on social media platforms, paid search visibility, and brand-owned media. By consolidating diverse marketing channels, the SuperApp ensures streamlined execution and measurable impact across all platforms

3. Goals & Objectives

The SLA aims to ensure that Shopalyst consistently provides support and delivers services to its customers. The objectives include:

• Clearly defining service ownership, accountability

• Offering a transparent and measurable description of the services provided

• Aligning customer expectations with the actual service levels and support provided

• Support Compliance and Data Security to ensure adherence to regulatory requirements

4. Service ownership and accountability

4:1: Ownership:

The support team ([email protected]) is responsible for maintaining the service, addressing escalations, and ensuring that service standards are met. (refer to Appendix 8)

The Relationship Manager is responsible for overseeing billing and managing contract-related services.

4.2: Availability:

Shopalyst commits to maintain a 99.8% availability rate for the Discovery commerce cloud Service except Market Intelligence which maintains an availability rate of 90% for the leaderboard and  99.5% for PSO services. 

Availability is calculated as: % Availability = (Service Hours - Service Downtime) * 100 / Service Hours

5. SLA Reviews:

Shopalyst will conduct SLA reviews bi-annual, covering performance metrics such as availability, and resource utilization. The review will address:

• Achieved service levels and availability

• Number and priority of incidents and service requests

• Resolution rates within agreed service levels

• Capacity and performance management

• Recommendations and actionable insights

The business relation manager conducts SLA reviews to facilitate regular reviews of this article. Contents of this article may be amended as required, provided mutual agreement is obtained and communicated to all affected parties. The Owner will incorporate all subsequent revisions and obtain mutual agreements/approvals as required. 

6. Service Provider Responsibilities

Shopalyst responsibilities and/or requirements in support of this SLA include:

• Meeting response times associated with service-related incidents.

• A Maintenance schedule has been drawn up for scheduled Maintenance. The period for carrying out scheduled Maintenance has been set at : 

1. <10 min patches - Friday EOBs

2. 10-30 min patches - Sundays

3. 30 min - 1 hr maintenance windows - First Sundays

The Availaibility rate is includedAppropriate notification to Customer for all scheduled maintenance. (Shopalyst shall give notice to Customer in case of an emergency Maintenance outside scheduled Maintenance hours. In such a case, Shopalyst shall make all possible efforts to schedule the maintenance outside of service hours to minimize customer impact. 

7. Incident Management

The Shopalyst Service Desk is the primary point of contact for all operational issues, including incidents, information, and administrative requests. Customers can submit tickets through:

• Shopalyst App: Using the “Help” option within the Discovery Commerce App.

• Email: Sending requests to [email protected].

Upon submission, customers will receive a ticket reference number for follow-up. The incident will be handled as per the service level mentioned here

7.1. Incident Management Tool

• All issues raised by customers are recorded in an incident management tool used internally at Shopalyst. The Customer Success Team at Shopalyst will communicate back to the Incident Initiator a ticket reference number that can be used for further follow-up. 

• Priority is classified as per the table below.

For a detailed description of the service levels and support available, please refer to this article

8. Escalation Management

Shopalyst’s escalation process aims to resolve issues promptly and ensure that they are addressed by senior management if necessary. Escalations are automatically triggered for violations of first response or resolution time thresholds and sent to [email protected]. Customers may also initiate escalations via email with ticket details and relevant concerns.