Commitments, in writing.
When your store runs on us, 'trust me' isn't good enough. Here are the numbers we hold ourselves to — uptime, sync latency, support response — and how they firm up into a contract on Pro and Enterprise.
API & dashboard on paid plans. Credits auto-applied when missed.
Stock & order changes reflected both ways.
On Pro; under 1h for Enterprise P1 incidents.
Targets reflect our current operating service levels. Contractual SLAs with service credits are available on Pro and Enterprise — see below.
Response times by plan
Including extended cover for the sale events where a slow reply costs real money.
| Plan | First response | Critical (P1) | Channels | Peak season |
|---|---|---|---|---|
| Starter / Growth | Next business day | Same business day | Email, in-app, docs & AI helpdesk | Standard |
| Pro | < 4 business hours | < 2 hours | Email, in-app, WhatsApp priority queue | Extended peak-season cover |
| Enterprise | < 1 hour (P1) | < 1 hour, 24×7 | Dedicated Slack/WhatsApp + named contact | On-call engineer for your sale events |
We plan for your busiest days
The days you can least afford a wobble are the days we watch most closely. Pro and Enterprise customers get extended cover — and Enterprise gets a named on-call engineer — around the events that define your year.
- Akshaya Tritiya & Dhanteras (jewellery demand spikes)
- Diwali, Navratri & Karwa Chauth (fashion and jewellery demand spikes)
- Black Friday / Cyber Monday & end-of-season sales
- Flash sales and influencer-driven traffic bursts
- Festive launches where overselling is unforgivable
Why the numbers hold
Uptime isn't a promise, it's an architecture. These are the mechanisms behind the targets above.
A scheduled job reconciles Retailos against Shopify every day, catching anything a missed webhook left behind — so 'eventually consistent' actually converges.
Failed syncs retry with backoff and, if they still fail, land in a visible dead-letter queue you can inspect and replay from the Sync Health panel. Nothing fails silently.
Postgres is backed up on a regular schedule with point-in-time recovery. Your audit log is append-only and tamper-evident — records can't be edited once written.
When something breaks we tell you — status updates, root-cause summaries for major incidents, and 30-day advance notice before any sub-processor change.
Contractual SLA & service credits
| Monthly uptime achieved | Service credit | Applied as |
|---|---|---|
| ≥ 99.9% | None | Target met |
| 99.5% – 99.89% | 10% of monthly fee | Account credit |
| 99.0% – 99.49% | 25% of monthly fee | Account credit |
| 95.0% – 99.9% | 50% of monthly fee | Account credit |
| < 95.0% | 100% of monthly fee | Account credit |
Pro and Enterprise plans can be backed by a signed SLA: a committed monthly uptime percentage, defined incident-response times, and service credits if we miss them. Enterprise agreements also cover a migration SLA, a data-export guarantee on exit, and a named technical contact.
Scheduled maintenance is announced in advance and excluded from downtime calculations. We'll walk your finance and engineering teams through the exact terms before you sign — no surprises in the fine print.
Hold us to it.
Want the contractual SLA terms for Pro or Enterprise? Talk to us — we'll put the numbers on paper.