Reliability targets, support response goals, and any service remedies are available by signed agreement.
Target monthly uptime for eligible contracted services
Maximum Annual Downtime
A 99.9% uptime target corresponds to approximately 8.76 hours of unplanned downtime per year, or approximately 43.8 minutes per month. Contract terms control how availability is measured.
What Counts as Downtime
Downtime is generally defined as any period during which the Formuley platform is unavailable or unable to process requests as measured by our monitoring systems. The exact definition, exclusions, and remedies are governed by your signed order form.
Scheduled Maintenance
Planned maintenance windows are excluded from contracted availability calculations. When maintenance affects contracted services, we communicate through email and updates on our status page.
Response and resolution targets based on issue severity for customers with signed Enterprise support terms.
Service down
Major feature degraded
Minor feature issue
Cosmetic / minor
Public self-serve plans do not include automatic service credits. Enterprise support targets, availability commitments, and any remedies are available by signed agreement.
Enterprise order forms can define covered services, response windows, availability measurement, exclusions, notice requirements, and negotiated remedies. Until those terms are signed, this page is a support posture summary, not a public guarantee.
The following services can be covered for customers with signed Enterprise support terms.
The configured Formuley production app domain listed in your signed order form, including dashboard, formula, batch, and reporting features.
The Formuley REST API for programmatic access to formulas, ingredients, batches, and financial data.
Outbound webhook delivery for real-time event notifications to your systems.
First-party integrations including Shopify plus the developer API, webhooks, and approved future connectors.
For questions about Enterprise support terms or to report a potential contracted service issue, contact our enterprise support team. Current platform health is also posted on the public status page.
Enterprise service commitments are governed by signed order forms. Last updated: February 2026.
