Service Level Agreement

1. What this SLA covers

This Service Level Agreement describes the availability targets and support commitments for the Store platform: storefront hosting, the merchant dashboard, and platform API endpoints. It applies to merchants on paid plans; free-tier stores receive best-effort service.

The SLA does not cover third-party services a merchant configures themselves — payment providers, custom domains, Cloudinary, or external email relays — beyond our obligation to integrate with them correctly.

2. Service availability commitment

Measured over each calendar month, excluding scheduled maintenance and exclusions in section 4, Store targets the following availability for the storefront and dashboard:

• Growth plan: 99.5% monthly availability (downtime budget of roughly 3.6 hours per month);
• Scale plan: 99.9% monthly availability (downtime budget of roughly 43 minutes per month);
• Platform API endpoints (checkout, wallet, analytics) are held to the same target as the plan they serve.

3. Measurement and reporting

Availability is measured at the Cloudflare edge by synthetic checks of the platform landing page and checkout API every minute. A minute counts as downtime only if both the storefront and the checkout API fail; partial degradations (for example, slow responses) are tracked as performance incidents and reported in the monthly summary.

Merchants on paid plans can request the previous month’s availability report from support.

4. Exclusions

The following do not count against availability targets:

• Scheduled maintenance announced at least 48 hours in advance, performed in low-traffic windows;
• Failures of merchant-configured third parties (payment provider outages, DNS misconfiguration of custom domains, image host outages);
• Merchant-caused issues (broken theme customizations, exceeded provider limits, suspended payment configs);
• Attacks or abuse mitigated at the edge, and force-majeure events.

5. Support response targets

Support is provided by email and in-app messaging, staffed during business hours Sunday to Thursday, with critical coverage day and night:

• Critical (storefront or checkout fully down): first response within 4 hours, continuous updates until resolved;
• High (major feature broken, no workaround): first response within 1 business day;
• Normal (minor defect or question): first response within 2 business days;
• Low (cosmetic or feature request): triaged and scheduled without a fixed response target.

6. Service credits

If availability in a calendar month falls below the target for a paid plan, the merchant may claim a credit of 10% of that month’s subscription fee for each full percentage point below target, up to 50% of the monthly fee. Claims must be made within 30 days of the end of the affected month and are applied against future invoices.

Service credits are the sole remedy for availability shortfalls beyond what cannot be limited by law.

7. Status communication

Incidents affecting multiple stores are posted to the platform status channel and, where checkout is affected, merchants are notified by dashboard notification. Post-incident reviews are published for any outage longer than one hour.