Service-Level Agreement (SLA)

Effective Date: 15.04.2025
Last Updated: 15.04.2025

This Service-Level Agreement (SLA) is a formal contract to outline the performance standards, response times, expectations, responsibilities, and service levels for AI-powered e-commerce solutions provided by GetTarget.

The SLA is an addendum to the main service contract and is governed by the Terms & Conditions (T&C) and other legal policies available on the GetTarget website.

Summary of SLA Commitments

99.9% uptime for AI-powered services
AI-driven pricing adjustments within 30 minutes
Support response times within 2-24 hours based on severity
Clients responsible for reviewing AI recommendations before applying them
Service credits for SLA breaches under GetTarget’s control

1. Scope of Services

GetTarget provides AI-driven e-commerce solutions, including but not limited to:

AI-Enhanced Market Research: Insights into competitors, trends, and customer behaviour.
Product Listing Optimisation: AI-enhanced keyword, SEO, and content strategy for better marketplace visibility.
AI-Powered Pricing Optimisation: Automated real-time pricing adjustments based on market trends and competitor analysis.
AI-Driven Advertising Campaigns: Automated ad placement, budget management, and performance tracking.
Inventory & Demand Forecasting: AI-powered stock level predictions and automated inventory adjustments.
Cross-Border Expansion & Compliance Guidance: Market research, localised pricing strategies, and regulatory compliance recommendations.

2. Service Availability & Uptime Commitment

GetTarget guarantees 99.9% uptime for AI-powered solutions, excluding scheduled maintenance and unforeseen platform-related disruptions.

Planned maintenance periods will be communicated at least 48 hours in advance.
Downtime caused by third-party services (e.g., Amazon, eBay, Etsy outages) is outside GetTarget’s control and not covered under this SLA.

3. Performance Standards & Service Commitments

3.1 AI-Driven Pricing Optimisation

Response Time for Price Adjustments: AI recalibrates pricing recommendations within 30 minutes of detecting relevant marketplace changes.
Accuracy Commitment: AI-driven pricing models maintain an accuracy rate of 95%, considering competitor data and market fluctuations.

It is the client’s responsibility to make the final decision on pricing. AI pricing suggestions must be reviewed before implementation.

3.2 Product Listing & SEO Optimisation

Keyword Research & Optimisation: AI evaluates product listings within 24 hours of integration and updates keyword strategies weekly.
SEO Performance Tracking: AI continuously analyses search rankings and suggests improvements based on real-time marketplace trends.

It is the client’s responsibility to ensure compliance with marketplace guidelines to prevent listing removals or penalties.

3.3 AI-Driven Advertising Campaigns

Ad Budget Optimisation: AI monitors ad spend daily, reallocating budgets for better ROI based on performance data.
Target Audience Refinement: AI updates targeting parameters weekly based on user engagement insights.

It is the client’s responsibility to ensure that advertising campaigns comply with marketplace and platform policies (e.g., Amazon, Google Ads, Meta Ads).

3.4 Inventory & Demand Forecasting

Stock Level Alerts: AI predicts demand fluctuations and suggests stock replenishment timelines.
Accuracy Guarantee: AI maintains at least 90% forecasting accuracy based on historical sales data and real-time analytics.

It is the client’s responsibility to ensure that supplier and warehouse suppliers and warehouses are coordinated for timely stock fulfilment.

4. Support & Response Times

4.1 Support Channels

Clients can access support via:

Email Support: support@gettarget.ai
Live Chat: Available Monday – Friday, 9:00 AM – 6:00 PM (GMT).
Priority Support: Available for enterprise clients with dedicated account managers.

4.2 Response Time Commitments

Issue Severity	Description	Response Time	Resolution Time
Critical (P1)	Service downtime, AI malfunction affecting pricing, order fulfilments failure	Within 2 hours	Within 8 hours
High (P2)	AI-driven ads not optimising correctly, slow platform response	Within 4 hours	Within 24 hours
Medium (P3)	General inquiries, minor system performance issues	Within 12 hours	Within 48 hours
Low (P4)	Routine account support, guidance on AI features	Within 24 hours	Within 72 hours

5. Client Responsibilities

Provide accurate business information (pricing models, inventory details, sales data) for AI analysis.
Ensure compliance with platform rules and local regulations (e.g., Amazon, eBay, GDPR, tax laws).
Review AI-generated recommendations before applying them.
Maintain secure account credentials and notify GetTarget of unauthorised access.

Failure to fulfil these responsibilities may impact service effectiveness and void certain SLA commitments.

6. Exceptions & Limitations

This SLA does not apply to service failures caused by:
– Third-party platform outages (e.g., Amazon, eBay, Google Ads).
– Client-side misconfigurations or failure to implement AI recommendations
– Internet connectivity or infrastructure issues outside GetTarget’s control.
AI-driven predictions and recommendations are based on data trends—they are not guaranteed results.
GetTarget is not liable for regulatory fines, marketplace suspensions, or financial losses caused by client-side decisions.

Clients should regularly monitor AI-driven actions and marketplace changes.

7. API Integrations & Third-Party Service Dependencies

GetTarget’s AI-powered services integrate with third-party platforms such as Amazon, eBay, Google Ads, and payment providers via APIs (Application Programming Interfaces). While we strive for seamless integration, service functionality may be affected by third-party API limitations, changes, or outages.

GetTarget is not responsible for disruptions, errors, or performance issues caused by:

API rate limits imposed by third-party platforms.
Changes in third-party API structures or policies.
Service downtime or failures on third-party platforms.

If an API integration failure occurs due to third-party issues, GetTarget will:

Attempt to restore API functionality within 24 hours.
Provide alternative solutions where feasible.

Clients are responsible for maintaining active and compliant accounts with third-party platforms (e.g., valid seller accounts, API keys, and required permissions). GetTarget cannot be held responsible for service interruptions if a marketplace (e.g., Amazon, eBay) blocks API access due to compliance issues.

8. AI Performance & Data Accuracy Disclaimer

GetTarget’s AI-driven insights, pricing recommendations, and marketplace strategies are based on real-time data analysis and predictive modelling.

While AI continuously learns and improves, we do not guarantee 100% accuracy in predictions, recommendations, or outcomes.

AI-driven recommendations are influenced by factors beyond GetTarget’s control:

Historical sales data and customer behaviour trends.
Market fluctuations and competitor activity.
External economic factors.

GetTarget is not responsible for:

Unexpected shifts in market demand affecting AI-driven pricing.
Platform algorithm updates (e.g., Amazon SEO changes) that impact AI-optimised performance.
Disruptions due to incorrect or incomplete client-provided data.

Clients should validate AI-generated recommendations before implementation and exercise business judgment in decision-making. AI enhances decision-making, but clients remain responsible for final business decisions.

9. Liability for AI-Driven Automation

Clients using AI-powered automation tools (e.g., automated pricing, ad bidding, stock replenishment) must set appropriate guardrails and safety limits to prevent unintended outcomes.

GetTarget provides customisation options for AI-driven automation, including:

Minimum & maximum pricing thresholds to prevent underpricing or overpricing.
Ad budget limits to control spending on automated campaigns.
Inventory restocking parameters to align with supplier timelines.

GetTarget is not responsible for financial losses resulting from:

AI-driven pricing adjustments that lead to lower-than-expected profit margins.
Overspending on automated ad campaigns due to misconfigured budget settings.
Incorrect inventory restocking decisions based on AI forecasting.

Clients should regularly review automated settings and consult with GetTarget’s support team if adjustments are needed. AI optimises efficiency but does not replace human oversight—clients should monitor and validate automated decisions.

10. Service-Level Exclusions & Force Majeure

The SLA does not cover service disruptions or performance failures due to:

Acts of God, natural disasters, or extreme weather conditions.
Government actions, trade restrictions, or regulatory changes.
Cyberattacks, security breaches, or malware affecting third-party platforms.
Internet service provider failures or global network disruptions.
Unplanned downtime caused by third-party marketplace outages.

In such events, GetTarget will make reasonable efforts to restore services but will not be held liable for delays or losses caused by factors outside its control.

Clients are encouraged to have backup business continuity plans in case of unforeseen disruptions.

11. Updates to AI Models & Service Enhancements

GetTarget continuously improves its AI algorithms and automation tools to enhance e-commerce performance.

Service updates, feature enhancements, and AI model improvements may be introduced without prior notice unless they significantly impact client operations.

If an update requires client action or configuration changes, GetTarget will:

Provide at least 7 days’ notice via email.
Offer guidance on adjusting AI settings or integrations.

Clients may request custom AI adjustments based on their specific business needs (subject to additional service fees).

12. Penalties & Compensation

If GetTarget fails to meet AI uptime commitments (below 99.9%) or misses a critical service resolution deadline, affected clients will receive:

Service credits equivalent to the downtime period.
Extended subscription benefits for affected services.

No compensation is provided for issues caused by external factors beyond GetTarget’s control.

Service credit claims must be submitted within 30 days of the incident.

13. Dispute Resolution

Clients must first attempt to resolve any disputes by contacting support@gettarget.ai.

If unresolved, disputes will be handled under UK law in UK courts.

Legal proceedings should only be pursued after attempting internal resolution.

14. Agreement Acceptance & Updates

By using GetTarget’s services, the client agrees to abide by this SLA in conjunction with the Terms & Conditions (T&C).

GetTarget reserves the right to update this SLA in response to business, legal, or technological changes.

Clients will be notified of major SLA changes at least 30 days in advance.

Continued use of GetTarget’s services after updates constitutes acceptance of the revised SLA.

15. Contact Information

For SLA-related inquiries, service disruptions, or performance concerns, contact:

Support Email: support@gettarget.ai
Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT)
Registered Office: Office 454 182-184, High Street North, London, United Kingdom, E6 2JA