Service Level Agreement
What we commit to, how it is measured, and what you get back when we miss it. When you are taking payments, uptime is not a detail.
01The commitment
Shoppi commits to a Monthly Uptime Percentage of at least 99.9% for the Covered Services on paid plans. That is a budget of roughly 43 minutes of downtime per month.
02Covered Services
- Serving of your live touchpoints — storefronts, QR menus, booking pages, payment links.
- The checkout flow up to the hand-off to Stripe.
- The merchant dashboard and the public REST API.
- Order intake from the Shoppi Marketplace and from connected POS terminals.
03How uptime is measured
Downtime means a period in which the Covered Services return server errors or fail to respond to valid requests, measured in one-minute intervals from our external monitoring across multiple regions. A minute counts as down if more than 50% of checks in that minute fail.
Monthly Uptime Percentage = (total minutes in the calendar month − Downtime minutes) ÷ total minutes in the month, expressed as a percentage.
Live status and incident history are published at status.shoppi.cloud.
04What is excluded
The following do not count as Downtime:
- Planned maintenance announced at least 48 hours in advance, within the window in section 5.
- Failures caused by code, templates or integrations you deployed yourself, including third-party scripts on your touchpoints.
- Outages of third-party services outside our control — Stripe, delivery carriers, aggregators, social platforms, your own domain registrar or DNS.
- Suspension for non-payment or for breach of acceptable use.
- Features explicitly labelled beta or preview.
- Force majeure, and denial-of-service attacks beyond commercially reasonable mitigation.
05Planned maintenance
Routine maintenance is performed within a weekly window of Sunday 02:00–05:00 UTC and is announced in advance. We aim for zero-downtime deployment and most weeks require none. Emergency security patching may occur outside the window; we announce it as soon as we reasonably can.
06Service credits
If we miss the commitment in a calendar month, you are entitled to a credit against the following month's fees for the affected touchpoints:
| Monthly Uptime Percentage | Approximate downtime | Service credit |
|---|---|---|
| Below 99.9% and at or above 99.0% | 43 min – 7 h | 10% |
| Below 99.0% and at or above 95.0% | 7 h – 36 h | 25% |
| Below 95.0% | more than 36 h | 50% |
Credits are applied to future fees; they are not paid out in cash. Service credits are your sole and exclusive remedy for any failure to meet this SLA, without prejudice to your termination rights under the Terms.
07How to claim
Open a support ticket within 30 days of the end of the affected month, stating the dates and times of the disruption and the touchpoints involved. We verify against our monitoring and apply any credit due to your next invoice. We do not require you to prove the outage — our logs are the reference — but the claim has to be filed.
08Support response targets
| Plan | Channel | First response target |
|---|---|---|
| Starter | Email and dashboard | 1 business day |
| Business | Priority email | 8 business hours |
| Enterprise | Priority email and named contact | 4 hours, 24/7 for outages |
These are targets for the first human response, not for resolution. Business hours are 09:00–18:00 CET, Monday to Friday, excluding public holidays at the location of your contracting entity.
09Infrastructure
Covered Services run on managed Oracle Cloud infrastructure. Business plans include a dedicated VPS with an isolated database; Starter plans run on shared, managed resources. Updates, backups and security patching are performed by our engineers as part of the plan.
10Changes
We may update this SLA. Changes that reduce the commitment take effect no earlier than 30 days after notice, and you may terminate the affected touchpoints before they apply.