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Service Level Agreement

Fulfillment targets

Very large stores (500k+ orders) may need a revised schedule — confirmed with you before work begins, never after.

Rush options (any package): completion within 1 business day of verified access ($297 add-on), or a dedicated weekend run — migration and cutover executed Saturday/Sunday ($397 add-on). Both carry the same verification guarantee.

Clocks start on verified access. Every target above counts from the moment complete, valid credentials for your order are verified — never from purchase. Credentials are due within 14 days of purchase; invalid or partial submissions don't pause that window, and a lapsed order closes without refund (Terms of Service, section 6).

Verification guarantee

Every migration is re-run in full after completion. A correct migration creates zero new records on the second pass; this machine-checked proof plus the count-matched report is delivered before cutover. Anything that cannot be migrated by any API is itemized by name — never silently skipped.

Standard DIY — what's ours, what's yours

Ours: the complete data migration (products, collections, customers, pages, blogs, menus, redirects, files, metafields, theme) plus the verification report proving it. Delivery of that report is the fulfilment of the DIY package.

Yours: DIY means the go-live steps are self-serve and entirely in your hands — reviewing the verification report, DNS/domain cutover, publishing the theme, sales-channel and payment setup, app installs and configuration, notification templates, and any change you make to either store after the report is delivered. We provide a written cutover checklist and answer questions within one business day, but we do not perform, supervise or roll back self-serve steps. If you'd rather we handle cutover, that's the Complete package upwards.

Support response & support windows

Support is time-boxed per package, counted from delivery of your verification report: Standard DIY — 14 days; Complete — 30 days; Concierge — 30 days of post-launch support; Enterprise — 60 days. On DIY, the window covers questions about the report and the cutover checklist; when it closes, your remaining re-migration entitlement (if any) still runs within its own window, but ongoing hand-holding, configuration help and cutover assistance are not included — that is what the Complete and Concierge packages are for, and an upgrade is available at the price difference.

Remedies

If verification shows a gap we cannot close, you choose: a corrective re-run, or a refund proportional to the affected scope.

Remedies apply to the data migration — gaps demonstrated against the verification report and raised within 48 hours of report delivery (per the Terms of Service). They do not extend to self-serve steps performed by you (see "Standard DIY" above), to changes made to either store after the report is delivered, or to third-party decisions (Shopify, payment providers, app vendors). For post-report data drift on the source store, the remedy is your package's included re-migration, not a refund. Going live on the destination store constitutes acceptance of the migration as delivered.

Service provided by Shopify2Shopify, Unit 122153, PO Box 6945, London, W1A 6US.