THE SILVER TUNA MARKETPLACE™
INCLUDED DOCUMENT: SERVICE LEVEL AGREEMENT (SLA)
Incorporated into Seller Agreement
Document Version: 1.0
Last Updated: November 2024
PURPOSE
This Service Level Agreement (SLA) defines the technical standards, uptime commitments, support response times, and performance expectations for services provided by The Silver Tuna Marketplace to its sellers.
1. WEBSITE BUILD TIMELINE
1.1 Onboarding
Onboarding begins within 2-4 days of:
Signing the Seller Agreement and applicable addendums
1.2 Build Start
Website builds begin within 7-10 days of:
Signing the Seller Agreement
Completing onboarding requirements
Providing initial assets and information
1.3 Build Completion
Website builds are completed within 30-35 days of the build start date, depending on:
Complexity of design and functionality
Number of pages and categories
Availability and quality of provided assets
Responsiveness to feedback and revision requests
1.4 Build Milestones
Typical build process includes:
Week 1: Design mockups and initial structure
Week 2: Website build and content integration
Week 3: E-commerce build and integration
Week 4: Testing, revisions, and final adjustments
Once approved by you we launch and go-live
1.5 Delays
Build timelines may be extended if:
You fail to provide requested assets within 3 days
You request significant design changes mid-build
You are unresponsive to feedback requests for more than 5 days
Technical issues arise that require additional development time
Timeline extensions due to your delays do not excuse fee obligations.
2. WEBSITE PERFORMANCE
2.1 Page Load Speed
We commit to maintaining average page load speeds of:
Website pages: Including homepage, product pages, and blogs
Ecommerce pages: Including store and product pages
Checkout pages: Including checkout and payment processing
Measured using:
Google PageSpeed Insights
GTmetrix or similar tools
Tested from U.S. locations with standard broadband connections
2.2 Performance Optimization
We will:
Optimize images for web delivery
Implement caching strategies
Minimize code and script loading
Use content delivery networks (CDN) when appropriate
Monitor and address performance issues proactively
2.3 Performance Degradation
If your site experiences performance degradation:
We will investigate and address issues within 48 hours of discovery
You will receive updates on optimization efforts
We may recommend content or design changes to improve performance
3. PLATFORM DASHBOARD
3.1 Dashboard Features
Your seller dashboard will include (as features are built):
Sales analytics and reporting
Content management tools
Product management tools
Order tracking and fulfillment
Customer communication tools
Marketing campaign performance
Referral token tracking
Support ticket system
3.2 Dashboard Availability
Dashboard features will launch incrementally:
Basic features: As soon as they become available
Advanced core features: Through March 2026
Continuous improvements: Ongoing and will continue to evolve
3.3 Dashboard Uptime
Dashboard uptime is included in the overall 99.5% uptime commitment (Section 7.1).
4. ADVERTISING SERVICES
4.1 Core Advertising Deliverables
Are outlined in detail in the Included Document Core Advertising Program and may include but not limited to:
Professional ad campaign management
Multifront ad channels and campaigns
Content promotion
Social media promotion
Quarterly performance reports reviews
4.2 Core Advertising Timeline
Advertising services begin:
Payment begins 30 days after your website build starts
Core marketing and advertising begins immediately upon payment
4.3 Core Advertising Performance Expectations
We commit to:
Professional campaign setup and management
Regular monitoring and optimization
Transparent reporting on spend and results
Best-effort approach to maximize every sellers ROI
We do NOT guarantee:
Specific traffic volumes
Specific conversion rates
Specific sales results
Advertising results are influenced by many factors outside our control
4.4 Advertising Budget
Each sellers $300/month fee collectively covers:
Professional campaign management and optimization
Ad content creation and creative development
Ad spend on channels
5. PAYMENT PROCESSING
5.1 Payment Gateway
All websites may use Stripe/Square as the payment processor.
Integration provides:
Credit card processing
ACH/bank transfers
Digital wallets
PCI compliance
Fraud detection and prevention
5.2 Transaction Fees
You pay fees directly for transaction processing:
Standard rates will apply
Rates may vary based on your account type
The Platform does not take any portion of transaction fees
5.3 Payout Schedule
Payment service providers payout to your bank account:
Standard times apply after transaction
Instant: Available for eligible accounts (service provider may charge an additional fee)
You may control payout schedule through your service provider dashboard
5.4 Payment Processing
Support
We provide:
Initial account setup and integration
Basic troubleshooting for payment issues
Guidance on dashboard usage
For detailed payment processing issues, you may need to contact your service provider support directly.
6. SECURITY & SSL
6.1 SSL Certificates
All websites include:
Valid SSL/TLS certificates (HTTPS)
Automatic certificate renewal
Secure encryption for all data transmission
PCI compliance for payment processing
6.2 Security Monitoring
We provide:
Daily malware scanning
Firewall protection
DDoS mitigation (basic level)
Regular security updates and patches
Monitoring for suspicious activity
6.3 Security Incidents
In the event of a security breach:
We will notify you within 24 hours of discovery
We will take immediate action to contain and remediate
We will provide a post-incident report within 7 days
We will work with you to notify affected customers if required by law
6.4 Backup & Recovery
We maintain:
Daily automated backups of your website
30-day backup retention
Ability to restore from backup within hours of notification
Backups stored in secure, redundant locations
7. WEBSITE HOSTING & UPTIME
7.1 Uptime Commitment
Our providers commit to 99.9% uptime for your website, measured monthly.
Uptime calculation:
Total hours in month: 730 (average)
Allowed downtime: .73 hours per month
Excludes scheduled maintenance (with 48-hour notice)
7.2 Scheduled Maintenance
Scheduled maintenance will occur:
During low-traffic hours (typically 2:00 AM – 4:00 AM per time zone)
With at least 48 hours’ advance notice via email
Limited to 4 hours per month maximum
Scheduled maintenance does not count against uptime commitment
7.3 Unscheduled Downtime
In the event of unscheduled downtime:
We will work to restore service as quickly as possible
You will receive status updates every 2 hours during outages
Post-incident reports will be provided for outages exceeding 2 hours
7.4 Service Credits
If we fail to meet the 99.9% uptime commitment in any month:
10% credit on next month’s Membership Fee
Service credits:
No cash value
Are automatically applied to your next invoice
Are your sole remedy for uptime failures
Do not apply to downtime caused by factors outside our control
7.5 Exclusions from Uptime Commitment
Uptime commitment does not apply to downtime caused by:
Scheduled maintenance (with proper notice)
Your actions or requests (content updates, design changes, etc.)
Third-party service failures (payment processors, hosting providers, DNS, etc.)
Force majeure events (natural disasters, acts of war, etc.)
DDoS attacks or other malicious activities targeting your site
Internet service provider issues or network connectivity problems
8. TECHNICAL SUPPORT
8.2 Support Hours
Standard Support: 9:00 AM – 9:00 PM EST / 7 Days
Emergency Support: 24/7 for critical issues (site down, security breach, payment processing failure)
8.1 Support Channels
Technical support is available via:
Email: [email protected]
Text / Phone: Steve directly 470-422-9199
8.3 Response Time
Commitments
Critical Issues in our control (site down, security breach, payment processing failure):
Initial response: Within 1 hour
Status updates: Every 2 hours until resolved
Resolution target: Within 4 hours
High Priority in our control (major functionality broken, significant performance issues):
Initial response: Within 4 hours (business hours)
Status updates: Daily until resolved
Resolution target: Within 24 hours
Medium Priority in our control (minor bugs, cosmetic issues, feature requests):
Initial response: Within 24 hours (business hours)
Status updates: Every 3 days until resolved
Resolution target: Within 5 business days
Low Priority (questions, documentation requests, general inquiries):
Initial response: Within 48 hours (business hours)
Resolution target: Within 10 business days
8.4 Support Scope
Technical support includes:
Website functionality issues
Hosting and server problems
Payment processing issues (within our control)
Security concerns (within our control)
Performance optimization (within our control)
Dashboard and tool assistance
General platform questions
Support does NOT include:
Content creation or product data entry
Custom design requests beyond original scope
Marketing strategy or business consulting
Third-party integrations not included in standard build
Training on general business operations
9. MODIFICATIONS TO SLA
9.1 Updates
We may update this SLA with 30 days’ notice via email. Continued use of Platform services after notice constitutes acceptance of changes.
9.2 Improvements
We strive to continuously improve our service levels and may exceed the commitments in this SLA.
Policy Updates
This policy may be updated with 30 days’ notice. Continued participation in the marketplace constitutes acceptance of updates. Material changes will be clearly communicated via email and seller dashboard notifications.
This Service Level Agreement (SLA) is incorporated into your Seller Agreement and is binding upon all sellers and users of The Silver Tuna Marketplace.
By participating in The Silver Tuna Marketplace, you agree to comply with all policies and rules outlined in this document.
Questions and Support
Support Hours: 9 AM – 9 PM EST / 7 Days
Email Support: [email protected]
Phone: 470-422-9199
Emergency Support: 365/24/7 for critical issues | Issues not deemed critical after hours may be charged for time and service
Questions about this or any other document? Contact us – we’re here to help you succeed.
© The Silver Tuna Marketplace™ is a trademark of Branded Brain Studio. All rights reserved. No part of this document may be reproduced, distributed, or transmitted in any form or by any means without the prior written permission of Branded Brain Studio.
