99.99% Uptime
Guaranteed & Backed
We put our money where our mouth is. If we miss our SLA, you get automatic credits—no questions asked, no support tickets required.
Uptime Commitments by Tier
Every plan includes an uptime SLA. Enterprise customers get the highest availability guarantees with dedicated support.
Product plans
Subscriptions, CheckoutOS, Concierge, SmartyTap and Spark!
- Response Time< 24 hours
- Support HoursBusiness hours
- SLA Credits10% for each 0.1% below SLA
- Dedicated CSMNot included
With Services
Any product plan with the Services add-on
- Response Time< 4 hours
- Support HoursExtended hours
- SLA Credits15% for each 0.1% below SLA
- Dedicated CSMNot included
Enterprise
Custom contracts
- Response Time< 1 hour
- Support Hours24/7
- SLA Credits25% for each 0.1% below SLA
- Dedicated CSMIncluded
Response Time by Priority
We categorize support requests by severity and respond accordingly. Critical issues get immediate attention.
| Priority | Product plans | With Services | Enterprise |
|---|---|---|---|
| Critical (P1) | 4 hours | 1 hour | 15 minutes |
| High (P2) | 8 hours | 2 hours | 30 minutes |
| Medium (P3) | 24 hours | 4 hours | 2 hours |
| Low (P4) | 48 hours | 8 hours | 4 hours |
Historical Uptime
Our track record speaks for itself. Real-time status is always available at status.chargezen.com
Credit Policy
If we fail to meet your uptime SLA, service credits are applied automatically to your next invoice. You don't need to file a ticket or request credits—our systems calculate and apply them automatically.
Credit Calculation
- • 99.9% SLA: 10% credit for each 0.1% below SLA (max 30%)
- • 99.95% SLA: 15% credit for each 0.1% below SLA (max 50%)
- • 99.99% SLA: 25% credit for each 0.1% below SLA (max 100%)
Credits apply to your monthly subscription fee. They do not cover usage-based charges or third-party fees. Maximum credit per month is capped at your monthly subscription amount.
SLA Exclusions
The following situations are excluded from uptime calculations:
- •Scheduled maintenance windows (announced 48+ hours in advance)
- •Customer-side issues (network, browser, configuration)
- •Third-party service outages (Shopify, payment processors)
- •Force majeure events (natural disasters, war, etc.)
- •Beta features or preview environments
Need a Custom SLA?
Enterprise customers can negotiate custom SLAs, including dedicated infrastructure, enhanced support, and specific uptime guarantees.
