01Coverage
This Service Level Agreement applies to paid Astrixy subscriptions in good standing. It covers the merchant dashboard, published storefronts, the checkout path, and the public API. It does not cover trials, free-tier accounts, beta or preview features, or accounts suspended under the Acceptable Use Policy.
02Uptime Commitment
- Storefronts and checkout: 99.9% monthly availability.
- Merchant dashboard and API: 99.5% monthly availability.
- Asynchronous jobs (catalogue sync, fulfilment dispatch, email queue): 99.0% of jobs completed within their documented window.
Availability is measured per calendar month as: (total minutes − unavailable minutes) ÷ total minutes × 100. A minute counts as unavailable when more than 5% of requests to a covered endpoint return a 5xx error or fail to respond within 30 seconds, as recorded by our monitoring. Live status is published at astrixy.app/status.
03Service Credits
| Monthly availability | Credit |
|---|---|
| 99.0% – below commitment | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| 90.0% – 94.99% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
Credits are applied to a future invoice, are the sole and exclusive remedy for a missed target, and are capped at 100% of the fee for the affected month. Annual plans are credited against the pro-rated monthly value.
04Claiming a Credit
Submit a claim to support@astrixy.app within 30 days of the end of the affected month. Include your account email, the dates and times of the incident, and any error responses or request IDs you captured. We respond within ten business days. Claims outside the 30-day window are not eligible.
05Support Response Targets
| Severity | Definition | First response |
|---|---|---|
| P1 — Critical | Checkout down, storefront unreachable, data exposure | 1 hour, 24/7 |
| P2 — High | Major feature unusable with no workaround | 4 business hours |
| P3 — Normal | Degraded behaviour with a workaround | 1 business day |
| P4 — Low | Questions, cosmetic issues, feature requests | 3 business days |
06Maintenance
Planned maintenance is announced at least 48 hours in advance on the status page and scheduled during low traffic windows. Planned maintenance of up to four hours per month is excluded from the availability calculation. Emergency maintenance to remediate a security issue may occur without notice and is also excluded.
07Exclusions
Unavailability caused by any of the following does not count against the commitment:
- Failures of a merchant-configured third party — your payment gateway, courier, ad platform, or DNS provider.
- Customer code, custom themes, scripts, or misconfiguration.
- Exceeding documented rate limits, quotas, or plan entitlements.
- Force majeure, upstream network failures, and internet backbone incidents outside our control.
- Suspension for non-payment or policy violation.
- Beta, preview, and explicitly experimental features.
08Contact
Support: support@astrixy.app
Status page: astrixy.app/status