Service Level Agreement
Our uptime commitment, support response targets, and how we make it right if we fall short.
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We target 99.5% monthly uptime for the Stockovaa platform, measured as the percentage of minutes in a calendar month during which the application is available, excluding the exceptions below. Availability is measured at our infrastructure edge.
From time to time we perform maintenance to keep the platform secure and fast. We aim to schedule this during low-traffic hours and to give advance notice for anything expected to cause downtime. Scheduled maintenance windows do not count against the uptime commitment.
| Plan | Channel | Target first response |
|---|---|---|
| Free / Starter | Within 24-48 business hours | |
| Business | Priority email & chat | Within 24 business hours |
| Enterprise | Priority + dedicated manager | Same business day |
Response targets refer to our first meaningful reply, not full resolution. Full details of what each plan includes are on the Pricing page.
The uptime commitment does not apply to unavailability caused by:
- Scheduled or emergency maintenance.
- Factors outside our reasonable control (e.g. internet backbone failures, force majeure, or third-party outages such as a payment gateway).
- Your equipment, software, or network, or misuse of the service.
- Suspension due to a breach of our Terms or Acceptable Use Policy.
If monthly uptime for a paid plan falls below the commitment due to our fault, eligible customers may request a service credit against a future invoice. Credits are the sole and exclusive remedy for missed uptime. To request a credit, contact us via the Contact page within 30 days of the affected month.
Live system status can be provided on request; a public status page is on our roadmap.