Our commitment to reliability and performance.
Monthly Uptime SLA
Maximum Annual Downtime
99.9% uptime allows for a maximum of 8.76 hours of unplanned downtime per year, or approximately 43.8 minutes per month.
What Counts as Downtime
Downtime is defined as any period during which the Formuley platform is unavailable or unable to process requests as measured by our external monitoring systems. Partial degradation of non-critical features does not constitute downtime.
Scheduled Maintenance
Planned maintenance windows are excluded from SLA calculations. Maintenance is scheduled during low-traffic periods and communicated at least 72 hours in advance via email and updates on our status page.
Guaranteed response and resolution targets based on issue severity for Enterprise plan customers.
Service down
Major feature degraded
Minor feature issue
Cosmetic / minor
If we fail to meet our uptime commitment, you receive service credits applied to your next billing cycle as a percentage of your monthly fee.
The following services are covered under this SLA for Enterprise plan customers.
The Formuley web app at app.formuley.io, including all 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 this SLA, to report a potential SLA breach, or to request service credits, contact our enterprise support team. Current platform health is also posted on the public status page.
This SLA is effective for all Formuley Enterprise plan customers. Last updated: February 2026.
