Legal Documents

Service Level Agreement (SLA)

This Service Level Agreement describes the service levels MyQCart targets for its cloud-connected POS Services.

Website: https://www.myqcart.com Effective Date: 12 July 2026 Last Updated: 12 July 2026 Version: 1.0

This Service Level Agreement ("SLA") describes the service levels MyQCart™ targets for its cloud-connected POS Services. It applies to Clients with an active subscription and should be read alongside our Terms of Service. MyQCart™ is a trading name of ORVIK GROUP LTD (Company Registration No. 17333890), a private company registered in England and Wales.

1. Uptime Target

MyQCart targets a monthly service availability of 99.9% for the cloud-connected components of the Services, excluding scheduled maintenance and the exclusions set out in Section 4.

"Uptime" refers to the availability of core cloud services (e.g., cloud sync, remote reporting, account login) required to use the Services. It does not guarantee uninterrupted operation of a Client's local hardware, internet connection, or third-party integrations.

2. Support Response Times

Priority	Description	Target First Response
Critical	Complete service outage or inability to process sales	Within 2 hours (during business hours)
High	Major feature not working, no workaround available	Within 1 business day
Normal	Minor issue or feature question, workaround available	Within 2 business days
Low	General inquiry, feature request	Within 3–5 business days

Support is available via the channels listed in our Terms of Service (Section 7: Support), during our stated business hours: Monday–Friday, 09:00–18:00 UK Time (excluding UK public holidays).

3. Planned Maintenance

We may perform scheduled maintenance that temporarily affects availability of the Services.
Where reasonably practicable, we will provide at least 48 hours' notice of planned maintenance via email or an in-app notice.
Planned maintenance windows are generally scheduled outside of peak business hours where possible.

4. Exclusions

The uptime target and response times in this SLA do not apply to unavailability caused by:

Scheduled maintenance (with notice as above).
Security incidents requiring emergency maintenance.
Events outside MyQCart's reasonable control (e.g., internet service provider outages, power failures, natural disasters, third-party payment gateway outages).
Issues caused by the Client's own hardware, network, or misconfiguration.
Use of the Services in violation of the Terms of Service or Acceptable Use Policy.
Cyberattacks or malicious activity beyond MyQCart's reasonable control.
Failures of third-party cloud hosting providers or telecommunications providers.

5. Service Credits

At this time, MyQCart does not provide automatic service credits for failure to meet the uptime target. Any compensation will be considered on a case-by-case basis at MyQCart's sole discretion.

6. Force Majeure

Events beyond MyQCart's reasonable control, including natural disasters, war, terrorism, civil unrest, government action, labour disputes, widespread internet outages or failures of third-party infrastructure, shall not constitute a breach of this SLA.

7. Governing Law

This Service Level Agreement shall be governed by the laws of England and Wales and shall be read together with the MyQCart Terms of Service.

8. Changes to this SLA

MyQCart may update this SLA from time to time. Material changes will be published on our website and reflected by the Last Updated date. Continued use of the Services constitutes acceptance of the revised SLA.