Service Level Agreement

Our commitment to service quality, response times, and support

This Service Level Agreement (SLA) outlines the standards and commitments CASIMOV LLC provides to its clients. Our goal is to deliver consistent, high-quality service and maintain transparent communication throughout our engagement.

Effective Date: January 1, 2025

1. Service Scope

CASIMOV LLC provides e-commerce consulting and management services including:

E-commerce store and marketplace setup
Account creation and optimization
Product research and listing optimization
Order, inventory, and workflow management
Automation and operational support
Compliance-friendly e-commerce services

Specific services and deliverables will be detailed in individual service agreements or statements of work.

2. Response Times

Service Tier	Initial Response	Issue Resolution	Support Hours
Starter	48 business hours	5-7 business days	Mon-Fri, 9AM-6PM EST
Professional	24 business hours	3-5 business days	Mon-Fri, 9AM-6PM EST
Enterprise	4 business hours	1-3 business days	Extended hours / Custom

*Response times are measured during business hours. Complex issues may require extended resolution timelines, which will be communicated promptly.

3. Support Commitments

Communication

We maintain clear, professional communication and provide regular updates on project progress and any issues that arise.

Quality Assurance

All deliverables undergo quality review before delivery. We stand behind our work and will address any quality concerns.

Documentation

We provide comprehensive documentation for all setup and configuration work, enabling you to understand and manage your accounts.

Escalation

Clear escalation paths are available for urgent issues or concerns that require immediate attention.

4. Client Responsibilities

To ensure optimal service delivery, clients agree to:

Provide accurate and complete information required for services
Grant necessary account access in a timely manner
Respond to requests for clarification or approval within reasonable timeframes
Maintain valid payment methods and fulfill payment obligations
Notify CASIMOV LLC of any changes that may affect services

5. Limitations & Exclusions

This SLA does not apply to:

Issues caused by third-party platforms, marketplaces, or services
Client-introduced changes that were not communicated
Force majeure events or circumstances beyond our control
Requests outside the agreed service scope
Delayed client responses or approvals that impact timelines

6. Modifications

CASIMOV LLC reserves the right to modify this SLA with 30 days' notice to clients. Material changes will be communicated via email. Enterprise clients may negotiate custom SLA terms as part of their service agreement.