This page sets out the service levels for Clever Little Cart. It forms part of our Terms of service. These are targets that we work hard to meet; they are not a guarantee, and no service credits or refunds apply when they are missed, except where the law requires.
1. Availability
- Target: your online shop, dashboard and POS available 99.5% of the time in each calendar month, measured by our own monitoring.
- Not counted: planned maintenance announced in advance; emergency maintenance needed for security; problems with services we do not control, such as your internet connection, your domain registrar or DNS host, Stripe, Google or Meta; your own actions or settings; and force majeure under the Terms.
- When the internet drops: the POS keeps selling, keeping sales on the device and sending them when the connection is back.
2. Maintenance
- Planned maintenance happens at quiet times, normally between 01:00 and 05:00 Cyprus time. If it could interrupt your Shop, we tell you at least 48 hours in advance, by email and in your dashboard.
- Emergency maintenance, such as urgent security fixes, may happen at any time, with as much notice as possible.
- Updates are released to shops in stages, and do not need anything from you.
3. Support
| How | Contact support in your dashboard, or support@cleverlittlecart.com |
| When | Monday to Friday, 09:00 to 17:00 Cyprus time, except Cyprus public holidays |
| First reply | Within one working day |
| Shop down or unable to take orders | We work on it as our highest priority, including outside support hours where possible |
Support is in English. Support covers using Clever Little Cart. It does not cover designing your shop for you, writing your content, or advice on law, tax or marketing.
4. Incidents
We monitor the Service around the clock. When an incident affects your Shop, we tell you what is happening, keep you updated, and tell you when it is resolved. For a significant incident, we publish a summary of what happened and what we changed.
5. Backups and recovery
- Each Shop's database is copied continuously as it changes, with a full backup every night. Its uploaded files are copied every night. Backups are kept for 7 days, encrypted, in storage in the EU that is separate from the servers the Service runs on.
- Our recovery targets: if a server is lost, at most 5 minutes of a Shop's database changes are lost, and files uploaded since the last night's copy, and the Service is restored within 24 hours.
- Backups protect against loss of the Service. They are not a way to undo your own changes; to recover something you deleted, contact support as soon as possible, and we will help where we can.
6. Your data, always available
You can download everything in your Shop at any time with Export everything in your dashboard, in standard formats.
7. Changes
We may update these service levels as set out in the Terms. We will not reduce them materially without at least 30 days' notice.