Intensity Connect

Policies & Service Level Agreement (SLA)

This document defines the commercial policies, service levels and responsibilities applicable to the Intensity Connect catalog sync service for B2B partners.

Commercial Policies Sync Scope Service Levels (SLA) Support & Incidents Security & Privacy Limits & Exclusions Merchant Responsibilities Change Management Termination Contact

Commercial Policies

  • Subscription: €39.99 per month, no lock-in; billed monthly in advance.
  • Activation: 24–72 business hours after B2B account verification and collaborator access.
  • Billing & Taxes: charged according to your billing country and applicable VAT rules.
  • Cancellation: anytime, effective at the end of the current billing period. Access to sync stops after expiry.
  • Eligibility: reseller/wholesale businesses only, compliant with our Terms of Service.

What’s Included

  • Automated sync of titles, descriptions, images, variants/SKUs and collections.
  • Ongoing updates for price and availability.
  • Initial onboarding, mapping and first catalog push.
  • Business-hours technical support (Lisbon time).

Optional Services

  • Advanced mappings, multi-store or multi-channel feeds (quoted separately).
  • Theme/custom development, SEO consulting, data enrichment.
  • Shopify PRO Store setup (one-time fee) and Private Label assets.

Sync Scope

  • Product Data: title, handle/slug, description (HTML), images, tags, collections.
  • Variants: options, SKUs, barcode/HS if available, weight, inventory policy.
  • Pricing: standard price and compare-at (where applicable).
  • Availability: stock status synced from Intensity catalog.

Out of Scope (by default)

  • Theme changes, metafields unique to your store, third-party app fields.
  • Custom shipping rates, taxes, payment gateways.
  • Non-Shopify platforms (can be quoted if required).

Service Levels (Targets)

  • Catalog Update Propagation: 95% of changes applied within 60 minutes; typical latency 15–60 minutes.
  • Sync Service Uptime: 99.5% monthly (excludes Shopify or third-party outages).
  • Maintenance Window: scheduled, with prior notice, preferably off-peak (Lisbon time).

Data Freshness

  • Price & stock run on a prioritized refresh cycle to keep store data accurate.
  • New releases are pushed automatically once published in Intensity catalog.

Support & Incidents

  • Hours: Mon–Fri, 09:00–17:00 (Lisbon, GMT/BST seasonally).
  • Channels: email info@intensityjewels.eu.
  • Severity P1 – Critical (sync stopped / data corrupt): first response within 4 business hours.
  • Severity P2 – Major (partial sync / significant delay): first response within 1 business day.
  • Severity P3 – Minor (cosmetic / questions): first response within 2 business days.
  • Incident reports include timeline, root cause (when available) and remediation.

Merchant Collaboration

  • Provide/maintain secure Shopify collaborator access and API credentials if required.
  • Notify us about theme or app changes that can affect mappings.
  • Test and approve the first sync in a staging or draft flow when possible.

Security & Privacy

  • Least-privilege access and secure credential handling.
  • Processing aligned with GDPR for B2B operations; we avoid storing personal customer data.
  • Data used solely to deliver the sync service and support.

Data Retention

  • Operational logs retained for troubleshooting and audit for a limited period.
  • Credentials removed on termination or on written request after obligations end.

Limits & Exclusions

  • We are not responsible for outages or API limits of Shopify or third-party apps.
  • Conflicts caused by custom code, apps or manual edits may require paid support.
  • Latency targets are best-effort and may vary due to platform constraints.

Fair Use

  • Excessive or abusive API usage can be throttled to maintain overall service health.

Merchant Responsibilities

  • Maintain accurate legal pages, taxes, payments and shipping in your store.
  • Ensure your pricing strategy and discounts align with your market.
  • Back up critical data and theme before large sync operations.

Brand Control

  • You own your brand and customer relationships; we supply catalog data and updates.

Change Management

  • Material changes to mappings or scope will be communicated in advance.
  • We may improve sync methods to increase reliability without affecting your content negatively.

Version

  • This SLA may be updated; the latest version on this page supersedes previous versions.

Termination

  • On cancellation or non-payment, sync access is disabled after the paid period.
  • Previously synced products remain in your store unless you remove them.

Refunds

  • Subscriptions are non-refundable once the monthly period has started, except where required by law.