1. Uptime
PuppetVendors targets a 99.5% uptime monthly.
Infrastructure Providers & Their Uptime Commitments
- Application Hosting: Digital Ocean (~99.99% uptime)
- File Storage & CDN: AWS S3/CloudFront (~99.99% uptime)
- Application Hosting: Database: MongoDB Atlas (~99.995% uptime)
2. Scheduled Maintenance
We will provide at least 24 hours' notice for scheduled maintenance, typically during off-peak hours.
3. Support
Support is available via email (
support@panthercommerce.com) with the following response times:
| Severity | Description | Response Time |
|---|
| P1 | Critical outage/data loss | < 2 hours (24/7) |
| P2 | Major features degraded | < 8 hours (Mon–Fri) |
| P3 | Minor issue or cosmetic bug | < 24 hours (Mon–Fri) |
4. SLA Exclusions
This SLA does not apply to issues caused by:
- Internet outages or user-side issues
- Shopify platform limitations
- Force majeure events
- Failures in third-party services
