This document concerns Aster’s software service and its merchant customers. Store product sales remain the responsibility of the actual merchant.
1. Draft status and covered services
This is a proposed SLA that becomes an operative commitment only after monitoring, staffing and contractual validation. It covers only Aster-operated production hosted APIs and storefront services expressly included in the order; the service list is example. It does not automatically cover the preview website, beta functions or customer-operated deployments. Self-hosted support requires a separate scope and response agreement. Marketing must not portray proposed targets as measured historical availability.
2. Monthly target and calculation
The proposed monthly availability target is 99.9%. Availability equals eligible service minutes minus affected unavailable minutes, divided by eligible service minutes. Unavailability is determined from verifiable external probes and service records showing core read/write or checkout APIs cannot process valid requests; probe locations, frequency and thresholds are example. Measurement is by billing period, tenant and affected component. A reachable static homepage cannot conceal a failed transaction API.
3. Maintenance and exclusions
Proposed scheduled maintenance requires at least 72 hours’ notice and is excluded up to 120 minutes monthly; excess time counts as unavailable. Emergency-maintenance exclusions depend on cause and contract. Customer systems, unauthorized changes, customer connectivity or independent PSP failures may be excluded to the extent evidenced. Infrastructure selected by Aster and Aster payment-integration errors cannot be excluded wholesale as “third-party” events. Exclusions require an actual causal link to the affected interval.
4. Support severity and hours
Proposed P1 covers widespread core-transaction failure, data-isolation risk or major security incidents, with 24/7 intake for paid production plans and a one-hour first-response target. P2 is a significant degradation with a workaround and a four-business-hour target; P3 is a general issue with a two-business-day target. Actual hours, timezone, holidays and plan differences are example and must be specified before launch. Response means acknowledgment and investigation, not guaranteed resolution. Support: support@example.com. Security: security@example.com.
5. Service credits
If formally adopted, monthly availability below 99.9% but at least 99% qualifies for a credit of 5% of the affected monthly service fee; below 99% but at least 95% qualifies for 10%; below 95% qualifies for 25%, without stacking in a month. Annual fees are divided by 12 for this purpose. Claims are sent to support@example.com within 30 days after month-end with affected times; customers need not re-prove events confirmed by Platform monitoring. Credits exclude PSP fees and do not reduce statutory compensation or remedies for material breach.
6. Incident communication and recovery
The Platform communicates major incidents, affected functions and recovery progress through the agreed status page https://example.com/status and effective contacts; this is a placeholder that must be independently usable at launch. Recovery must address data integrity, incomplete payment events, repeated submissions and refund reconciliation. Backup frequency, RPO, RTO and exercise evidence are example, with no unverified “zero data loss” promise. Personal-data breaches also invoke the DPA without waiting for a normal support ticket.
7. Repeated failure and changes
Two consecutive months below the proposed target entitle the customer to request a written improvement plan. Three consecutive failures that materially frustrate the contract may permit termination of the affected service and a proportionate refund of unused prepaid fees under the executed agreement. Material adverse SLA changes apply only at the next renewal after advance notice, never retrospectively to paid periods. Targets and credits must match the order; an unsigned or unvalidated draft is not a production availability guarantee.