Purpose #
This article explains how Shopstars defines service levels (SLAs) and what is included in retainer coverage. It covers priority levels, response commitments, what tasks are included in ongoing retainers, and how additional scope is managed. Clients should use this as the reference for understanding what support is guaranteed under their agreement and how extended requests are handled.
Why Service Levels Matter #
Service levels create transparency between Shopstars and clients. They define how quickly issues will be addressed, what tasks are included as part of ongoing support, and how additional requests are scoped. This prevents confusion, sets clear expectations, and ensures resources are allocated effectively.
Service Level Priorities #
Critical (Store Down, Checkout Broken, Security Breach)
- Response: Within 1 hour during business hours
- Resolution begins immediately with hourly updates
- Weekend or after-hours coverage available for retainer clients with extended support agreements
High Priority (Pixel Failures, Payment Errors, Major Integration Issues)
- Response: Within 4 business hours
- Resolution within 24–48 hours depending on complexity
Standard (Design Fixes, Content Updates, App Adjustments)
- Response: Within 1 business day
- Scheduled into the next sprint or maintenance cycle
Low Priority (Cosmetic Changes, Minor Adjustments, General Questions)
- Response: Within 2 business days
- Scheduled for next available maintenance window
Retainer Coverage #
Included in Standard Retainers
- Bug fixes and troubleshooting within defined response times
- Catalog updates (minor product or collection changes)
- App and theme updates as part of maintenance cycles
- Pixel and analytics validation
- Performance and SEO monitoring
- Regular reporting and communication through Basecamp
Extended Coverage Options
- After-hours and weekend support during major campaigns
- Seasonal promotion preparation (Black Friday, Cyber Monday, holiday campaigns)
- Advanced custom development beyond maintenance-level tasks
- Dedicated ad strategy or campaign management
Out-of-Scope Requests #
Certain requests fall outside retainer coverage and are treated as separate projects:
- Full theme redesigns or custom builds
- Major ERP, CRM, or logistics integrations
- New app development or large-scale custom features
- Replatforming or full-scale migrations
These are scoped separately, estimated, and approved before work begins.
Documentation and Tracking #
Every retainer covers a defined number of hours per month, logged transparently in Basecamp. Shopstars documents how time is allocated, which issues were resolved, and what proactive maintenance was performed. Clients always have visibility into what is included and how much capacity remains.
Client Responsibilities #
Clients must:
- Use Basecamp as the official channel for all requests
- Approve or confirm out-of-scope estimates before additional work begins
- Provide sufficient lead time for seasonal or campaign-related requests
- Review monthly reports to confirm satisfaction with retainer usage
Summary #
Service levels and retainer coverage at Shopstars provide structured, reliable support. Critical issues are prioritized with immediate action, while standard and low-priority tasks are scheduled into maintenance cycles. Retainers cover essential updates, bug fixes, and monitoring, with extended support available for campaigns or emergencies. Out-of-scope projects are separately estimated and approved. This approach ensures clients always know what’s included, how fast support will respond, and what to expect from ongoing maintenance.
