Service Level Agreement
Last updated 2026-04-22. Applies to the Scale plan and enterprise contracts.
Uptime target
QuantumRepair commits to 99.95% monthly uptime for the Scale plan (that’s 21 minutes of allowed downtime in a 30-day month). Starter and Growth tiers ship on best-effort — we target the same number but don’t credit for it.
What counts
- Covered: dashboard unreachable, API returning 5xx, background workers stopped, checkouts failing systemically.
- Not covered: scheduled maintenance (we announce 48+ hours in advance on status.quantumrepair.app), third-party outages (Stripe, Twilio, etc.), issues caused by customer misconfiguration, force majeure.
Service credits
If we miss the target in a calendar month, you get a credit against the next invoice:
- < 99.95% down to 99.0%: 10% credit
- < 99.0% down to 95.0%: 25% credit
- < 95.0%: 50% credit
Credits max out at 100% of the month’s fees and don’t roll over past 12 months.
How to claim
Email billing@quantumrepair.app within 30 days of the incident with the affected time window. We cross-check against our monitoring + status-page history and apply the credit on your next invoice.
Support response times
| Severity | Definition | Response target |
|---|---|---|
| P0 | Platform fully down or data loss risk | 30 min · 24/7 |
| P1 | Major feature broken for all shops | 2 hours · business hours |
| P2 | Major feature broken for one shop; workaround exists | 1 business day |
| P3 | Cosmetic, feature request, low-impact bug | 3 business days |
Status page
Live status + historic incidents at /status. Subscribe by email or RSS.