Service Level Agreement

1. 1. Availability commitment

We will use commercially reasonable efforts to make the core Service available at least 99.9 percent of the time in each calendar month (the Monthly Uptime Commitment).

The core Service means the web application, hosted storefronts and checkout pages, data product delivery endpoints and the public API.

2. 2. How availability is measured

Monthly uptime percentage is calculated as total minutes in the month minus minutes of Downtime, divided by total minutes in the month. Downtime means a period of at least five consecutive minutes during which the core Service returns server errors or fails to respond to a substantial majority of requests, as measured by our monitoring systems.

3. 3. Exclusions

Downtime does not include unavailability caused by scheduled maintenance announced at least 48 hours in advance; emergency maintenance to address security risks; factors outside our reasonable control, including internet outages and events of force majeure; failures of your systems, integrations or networks; actions or inactions of you or your users; suspension or restriction of access under our Terms, including for unpaid invoices; beta or preview features; and outages of third-party services that you connect to the Service.

4. 4. Service credits

If monthly uptime falls below the commitment, you may receive a service credit against future fees for the affected account: 10 percent of the fees for that month if uptime is below 99.9 percent; 25 percent if below 99.0 percent; and 50 percent if below 95.0 percent.

Credits are calculated on usage-based platform fees invoiced for the affected month and do not apply to revenue-share amounts or pass-through costs. Total credits in a month will not exceed 50 percent of those fees.

5. 5. Requesting credits

To receive a credit, contact support within 30 days after the end of the affected month and include the dates and times of the Downtime and any affected request logs. Credits are applied to a future invoice, are not refundable for cash and are forfeited if your account is terminated for breach.

Service credits are your sole and exclusive remedy for failure to meet the Monthly Uptime Commitment.

6. 6. Support response targets

We aim to provide an initial response to critical issues, where the core Service is unavailable, within 2 hours; to high-severity issues, where a major feature is impaired, within 8 business hours; and to other issues within 2 business days. These are targets, not guarantees, and are not eligible for service credits.

7. 7. Status and incident communication

We publish incident and maintenance updates on our status page and notify account administrators of significant incidents. After major incidents, we provide a summary of the cause and remediation steps.