Service level agreement (DRAFT)

Part of the Terms. Applies to the Start and Plus plans.

1. Availability

Target: 99.9% per calendar month (about 43 minutes of downtime per month).
Measurement: an external probe checks the shop home page and /api/_info/health-check every 60 seconds. The shop is "down" when both checks fail for 2 checks in a row.

Planned maintenance: Tuesday or Thursday, 01:00–05:00 Romanian time, at most 4 hours per month, announced at least 48 hours before.
Urgent security maintenance (we tell you as soon as possible).
Problems that your code, your extensions, your configuration or your traffic above the plan limits cause.
Problems of third parties outside our control (for example Cloudflare, DNS of your domain, payment providers, Shopware AG services).
Suspension because of late payment or a break of the AUP.

RPO (data loss at most): 6 hours. Database backup every hour, files every 6 hours.
RTO (time to restore at most): 4 hours after we confirm the incident.
Backups are encrypted and stored with a different provider, in a write-once storage. Retention: Start 14 days, Plus 30 days.
We test restores regularly.

Monthly availability	Credit on the monthly fee
below 99.9%	10%
below 99.5%	25%
below 99.0%	50% (maximum)
- Ask for the credit by email within 30 days after the end of the month.
- Credits are your only remedy for availability problems. We do not pay credits in cash.

	Start	Plus
Channel	email	email
Response time (business days, 09:00–17:00 Romanian time)	next business day	4 business hours
Shop down (any time)	best effort	best effort, priority