99.5% uptime. Credits if we miss it.

We commit to 99.5% monthly uptime measured at the application layer — specifically, the percentage of minutes in a calendar month where https://<tenant>.scarifone.com/api/health returns HTTP 200 from at least one of our monitoring probes.

Pre-announced maintenance windows (always <30 minutes, never during the customer’s local business hours where we know them, posted at least 24 hours ahead on status.scarifone.com) are excluded from the calculation.

When monthly uptime falls below 99.5%, you’re eligible for a service credit applied to your next invoice:

Annual plans: credits apply pro-rated to the equivalent monthly fee (£290/yr Solo → £24.17/mo basis).

1. Within 30 days of the affected billing period, email [email protected] with subject “SLA credit request — <your tenant slug>”.
2. Include the dates / times you experienced downtime. We cross-check against our monitoring + the public status page.
3. If the claim is valid, we apply the credit to your next invoice automatically. We respond within 5 business days either way.

We do not require proof of damages beyond the downtime claim. The SLA is a credit, not a guarantee of consequential damages.

• Downtime caused by your own configuration changes (e.g. invalid Shopify token, revoked Meta connection, expired Gemini key).
• Downtime in third-party services we depend on (Stripe, Clerk, Gemini, your shop of record) where they’re the proximate cause and we’re routing around them as fast as possible.
• Force majeure: DDoS attacks affecting our upstream providers, undersea cable cuts, regulatory action. We’ll be transparent about these on/incidentsand we’ll usually credit them anyway as a goodwill gesture.
• Pre-announced maintenance windows posted on the status page 24h+ ahead.