Service levels & availability
Your store depends on it.
So the details matter.
Understand the availability we aim for, what our services cover, and when a contractual service-level agreement applies.
Talk to us about your requirements99.9%
Monthly availability objectiveAn operating target for core commerce.
Our objective is 99.9% monthly availability for Tringify-hosted storefronts, checkout and Store Admin. This is a target, not a published historical result or an automatic service-credit entitlement.
A contractual SLA applies only when expressly included in a written agreement with Tringify. That agreement defines coverage, measurement, exclusions and remedies.
What is covered
Know which part
of the service matters.
A storefront outage, a declined payment and an app failure are different events. Coverage needs to describe the affected service precisely.
| Service | Scope |
|---|---|
| Hosted storefronts | The Tringify service that delivers a merchant’s storefront. Merchant-provided content, custom code and domain configuration can affect the result. |
| Checkout | The Tringify checkout workflow. A payment processor’s availability, authorisation decisions and settlement timing are separate. |
| Store Admin | Access to the administration service. Individual background jobs, reports and asynchronous updates may complete separately. |
| APIs and integrations | API-specific commitments require defined coverage. Published rate limits, supported versions and integration requirements continue to apply. |
| Development and preview | Development stores, transfer stores, previews and beta features have no contractual availability commitment unless explicitly agreed. |
How availability is defined
A percentage needs
a clear definition.
(eligible time − unavailable time)
÷ eligible time × 100
For a contractual SLA, the agreement must define the measurement period, what constitutes an unavailable service, how partial incidents are assessed, and which evidence is used.
For illustration, a 99.9% target allows 43 minutes and 12 seconds of unavailability in a 30-day month. This illustration is not an outage allowance under a contract.
During an incident
Report the impact.
Keep the context.
Contact support with your store address, the affected feature, when the issue began and any error reference. Leave passwords and sensitive customer information out of the initial report.
Contact Tringify ↗What about planned maintenance?
Where maintenance is expected to interrupt access, we aim to give advance notice through the available account or support channels. Urgent security or recovery work may need to happen sooner. Any contractual maintenance exclusion must be defined in the applicable SLA.
Do all plans include service credits?
No. Standard plans do not currently include an automatic uptime-credit schedule. Credits, claim deadlines and fee caps apply only where an express agreement provides them. This does not replace rights you have under applicable law.
Does availability include a support response guarantee?
Availability, support response time and issue-resolution time are separate commitments. A response or resolution deadline applies only if expressly included in your agreement.
How are external failures treated?
We assess which service failed and what caused the impact. Merchant configuration, third-party apps, internet connections and external payment services can affect a store. A contractual SLA must specify relevant exclusions; using an infrastructure provider does not by itself define an exclusion.
Are backups an uptime or recovery guarantee?
Backups support recovery, but do not guarantee uninterrupted access or a fixed recovery time. Recovery time and the amount of recoverable data depend on the incident and available recovery material.
Have specific operating requirements?
Describe the services, availability, support and recovery commitments your business needs so they can be assessed and agreed explicitly.