Service level agreement

We target 99.9% monthly uptime for the API and dashboard, measured over each calendar month.

That allows roughly 43 minutes of unplanned downtime per month. Planned maintenance announced in advance is excluded.

External monitoring checks a health endpoint every minute from multiple regions. Downtime starts at the first failed check confirmed by a second region.

An incident is over when checks pass consistently for five minutes.

Degraded performance that still returns correct results is not counted as downtime, but we will tell you about it anyway.

Announced maintenance windows; failures of your own internet connection or device; third-party payment provider outages; and force majeure events.

Suspension for non-payment or terms breach is also excluded.

Routine deploys are zero-downtime and happen continuously without a window.

Anything requiring downtime is scheduled between 02:00 and 05:00 NPT, announced at least 72 hours ahead by email.

Starter — one working day, by email.

Growth — four working hours during India or Nepal business hours, priority email.

Chain — one hour for anything blocking trading, by phone, with a named contact.

“Blocking trading” means you cannot take payment. Those jump the queue on every plan.

If monthly uptime falls below 99.9%, you may claim a credit against your next invoice:

Below 99.9% — 10% of the monthly fee. Below 99.0% — 25%. Below 95.0% — 50%.

Claim by emailing us within 30 days of the month in question. Credits are the sole remedy for missed uptime.

Anything lasting more than 15 minutes is posted to our status page and emailed to workspace owners.

Incidents over an hour get a written post-mortem within five working days: what happened, why, and what changed so it does not recur.

Automated daily backups with point-in-time recovery, retained 30 days and tested on a schedule.

Our recovery point objective is 5 minutes and our recovery time objective is 4 hours.