Service Level Agreement.

Uptime is measured at the storefront and checkout APIs, aggregated monthly across all regions. Admin panel has a separate 99.9% target on all plans.

Uptime is calculated as the percentage of total minutes in a calendar month during which the platform is available. We measure availability via synthetic probes from multiple global regions, running every 60 seconds. Scheduled maintenance windows are excluded from calculations.

If we miss the target, eligible customers receive credits: 10% credit for the first 0.1% miss, 25% for 0.5% miss, 50% for >1% miss. Credits apply to the next billing period and do not stack with other compensation.

The SLA does not apply to: scheduled maintenance (announced 48h in advance), force majeure events, issues caused by your code or third-party integrations, DNS propagation delays, or abuse of the platform. Beta features are explicitly excluded from uptime guarantees.

Scheduled maintenance is performed during low-traffic windows (02:00–06:00 UTC, typically Tuesday/Thursday). Emergency maintenance may occur without notice when required to address security vulnerabilities or critical issues. We target zero-downtime deployments for routine releases.

We classify incidents by severity: P0 (full outage, 15min response), P1 (partial outage, 30min response), P2 (degraded performance, 2h response), P3 (minor issue, next business day). All P0/P1 incidents include a post-mortem published within 5 business days.

If we fail to meet our uptime commitment for three consecutive months, you may terminate your subscription and receive a prorated refund for the remaining term. Written notice must be provided within 30 days of the third qualifying month.