Service Level Agreement (SLA)
Last updated: March 2, 2026
This Service Level Agreement (“SLA”) is entered into between SHOOTERS.GLOBAL Sp. z o.o., a company organized under the laws of Poland, with its principal place of business at Konopnica 133, 21-030, Motycz, Poland (“Provider”), and the individual end user (“Customer”).
This SLA governs optional software-related services and supplements the applicable End User
1. Purpose
This SLA defines the terms under which Provider may offer optional software development, maintenance, improvement, and technical support services in connection with Provider’s hardware products.
These services are called Technical service fee and are not included in the purchase price of any hardware product and are provided only if purchased separately. These services are charged as a separate fee whenever the item is indicated with asterisk (*) on the Provider’s website.
Technical service fee is refundable but can only be refunded after the hardware product has been returned or refunded.
2. Definitions
- “Hardware Product” means the physical electronic device manufactured and sold by Provider.
- “Software” means firmware or software that may be used with the Hardware Product.
- “Services” means optional software-related services described in this SLA.
- “Technical service fee” means a separate fee charged exclusively for the Services.
- “Business Day” means Monday through Friday, excluding public holidays in the Provider’s jurisdiction.
3. Separation from Hardware Sale
The Hardware Product is sold as a standalone physical device.
The Services: are optional:
- are not required for the basic operation of the Hardware Product;
- are not included in the purchase price of the Hardware Product;
- have independent value separate from the Hardware Product
The Technical service fee does not represent payment for the Hardware Product and does not form part of the transaction value of the Hardware Product for customs or import valuation purposes.
4. Scope of Services
If purchased, the Services may include, at Provider’s discretion:
- Software maintenance and bug fixes
- Performance optimization
- Feature improvements or enhancements
- Compatibility updates
- Technical support related to software functionality
The scope of Services may change over time at Provider’s discretion.
5. Exclusions
Unless expressly agreed in writing, the Services do not include:
- Guaranteed delivery of specific features
- Guaranteed update frequency or timelines
- Custom software development
- Hardware repair, replacement, or diagnostics
- Training or consulting services
6. Support
6.1 Support Channel
Technical support is provided exclusively via email to the address designated by Provider.
6.2 Response Time
Provider will use commercially reasonable efforts to respond to support inquiries. No guaranteed response or resolution times are provided.
7. Updates and Improvements
The Services may include periodic software updates or improvements, provided at Provider’s discretion.
Provider has no obligation to provide updates, upgrades, or improvements and does not guarantee continued compatibility with future operating systems, devices, or third-party software.
8. Term and Availability of Services
The Services are provided on a non-fixed, ongoing basis and may be continued or discontinued at Provider’s discretion.
Provider may suspend or permanently discontinue the Services, in whole or in part, if:
- the Hardware Product becomes technically obsolete;
- continued support is no longer feasible due to technical limitations;
- third-party dependencies are no longer available;
- Provider decides to discontinue support for business or technical reasons.
9. Fees and Payment
The Technical service fee:
- is charged separately from the Hardware Product;
- applies solely to the Services;
- Technical service fee is refundable but can only be refunded after the hardware product has been returned or refunded and is governed by the Terms of sale.
- In case of discounts or sales, the discount amount is deducted from the Technical service fee and not from the Item price.
The following Technical service fee is applicable to the following items for sales in the United States:
10. No Guarantee of Deliverables
Payment of the Technical service fee does not guarantee:
- delivery of specific features;
- availability of any particular functionality;
- ongoing support for any minimum period.
All Services are provided on a commercially reasonable efforts basis.
11. Limitation of Liability
To the maximum extent permitted by applicable law, Provider shall not be liable for:
- indirect, incidental, or consequential damages;
- loss of data, revenue, or business opportunities;
- inability to provide Services due to technical limitations or obsolescence.
12. Governing Law
This SLA shall be governed by and construed in accordance with the laws of the jurisdiction in which the Provider is incorporated, excluding conflict of laws principles.
13. Relationship to EULA
This SLA supplements the EULA.
In the event of a conflict, the EULA shall prevail with respect to software licensing, and this SLA shall govern the provision of Services.
14. Modifications
Provider may modify this SLA at any time. Continued use of the Services after any modification constitutes acceptance of the updated SLA.
15. Entire Agreement
This SLA constitutes the entire agreement between Provider and Customer regarding the Services and supersedes all prior agreements or understandings related thereto.
