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Cartly
Platform launch: May 1, 2026
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Service Level Agreement

Effective Date: March 1, 2026 — Last Updated: March 24, 2026

1. Uptime Commitment

Cartly commits to a 99.9% monthly uptime for the core platform services, which include:

  • Storefront: Public-facing store pages, product pages, and collection pages
  • Checkout: The complete checkout flow from cart to order confirmation
  • Admin API: The merchant admin panel and associated API endpoints
  • GraphQL API: The Storefront GraphQL API for headless integrations

Uptime is calculated as: ((Total minutes in month - Downtime minutes) / Total minutes in month) x 100

A service is considered "down" when more than 5% of requests to that service return HTTP 5xx errors or timeout within a 5-minute measurement window.

2. Scheduled Maintenance

Cartly performs routine maintenance to ensure optimal performance and security. Scheduled maintenance windows are handled as follows:

  • Maintenance will be announced at least 48 hours in advance via email and the admin dashboard
  • Maintenance windows are scheduled during off-peak hours (2:00 AM - 6:00 AM EST, Tuesday or Wednesday)
  • Zero-downtime deployments are used for most updates; maintenance windows are reserved for database migrations and infrastructure changes
  • Scheduled maintenance is excluded from uptime calculations
  • Emergency maintenance (security patches, critical fixes) may be performed with shorter notice but will be communicated as soon as possible

3. Incident Response

We classify incidents by severity and respond accordingly:

  • Critical (P1): Complete service outage or checkout unavailable — Response within 15 minutes, status updates every 30 minutes, target resolution within 4 hours
  • High (P2): Major feature degradation (e.g., search down, admin inaccessible) — Response within 30 minutes, status updates every hour, target resolution within 8 hours
  • Medium (P3): Minor feature issues affecting a subset of users — Response within 2 hours, status updates every 4 hours, target resolution within 24 hours
  • Low (P4): Cosmetic issues, non-critical bugs — Response within 1 business day, resolved in next scheduled release cycle

All incidents are documented with a post-mortem report within 5 business days of resolution. Post-mortems include root cause analysis, timeline, impact assessment, and preventive measures.

4. Service Credits

If Cartly fails to meet the 99.9% uptime commitment in any calendar month, affected merchants on paid plans may request service credits:

  • 99.0% - 99.9% uptime: 10% credit on that month's subscription fee
  • 95.0% - 99.0% uptime: 25% credit on that month's subscription fee
  • Below 95.0% uptime: 50% credit on that month's subscription fee

To request a service credit:

  • Submit a request to support@cartly.pro within 30 days of the affected month
  • Include your account identifier and the dates/times of observed downtime
  • Credits will be applied to your next billing cycle within 15 business days of approval

Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment. Credits may not exceed 50% of the monthly subscription fee and cannot be redeemed for cash.

5. Exclusions

The uptime commitment does not apply to downtime or performance issues caused by:

  • Scheduled maintenance: Pre-announced maintenance windows as described in Section 2
  • Force majeure: Events beyond Cartly's reasonable control, including natural disasters, war, terrorism, pandemics, government actions, or widespread internet outages
  • Customer actions: Issues caused by your code, custom integrations, themes, or API usage patterns (e.g., exceeding rate limits, infinite loops)
  • Third-party services: Outages of third-party services such as Stripe, DNS providers, or CDN networks that are not operated by Cartly
  • Beta features: Services or features explicitly labeled as "beta," "preview," or "experimental"
  • Abuse or attacks: DDoS attacks, brute-force attempts, or other malicious activity targeting the platform or your store

6. Support Tiers

Response times for support requests vary by plan:

  • Starter: Email support, response within 24 hours (business days), community forum access
  • Growth: Priority email support, response within 12 hours (business days), community forum access
  • Pro: 24/7 email and chat support, response within 4 hours, phone callback available
  • Enterprise: 24/7 dedicated support, response within 1 hour, dedicated account manager, Slack channel, quarterly business reviews

7. Contact

For SLA-related inquiries, service credit requests, or to report an incident: