Service Level Agreement (SLA)

This SLA outlines uptime targets and support commitments for eligible plans.

Uptime targets

• API, Worker, Web, Shopify integration endpoints: 99.9% monthly uptime.
• Planned maintenance windows are announced in advance and excluded from uptime calculations.

Response & support

• Enterprise email support during business hours (AEST); best‑effort off‑hours incident response.
• Initial response targets: Sev1 (service down) 2h, Sev2 8h, Sev3 2 business days.

Exclusions

• Issues caused by Shopify/GCP platform incidents, third‑party dependencies, force majeure, or customer misconfiguration.
• Beta features and dev environments are excluded.

Service credits (for eligible paid plans)

• Uptime 99.0–99.9%: 5% monthly fee credit
• Uptime 95.0–99.0%: 10% monthly fee credit
• Uptime <95.0%: 25% monthly fee credit

Credits must be requested within 30 days of the incident period and apply to future invoices.

Contact

Questions about the SLA: msango@convomesh.com