Service Level Agreement.

This Service Level Agreement (SLA) sets out the availability and support commitments for Retrics The formal commitments below — the uptime target and the service-credit remedy — apply to workspaces on the Concierge plan. For the Scale and Growth plans, the same targets are what we operate to on a best-effort basis, without a contractual credit.

This SLA is part of, and governed by, our Terms of Service. It does not expand our total liability beyond the limits stated there.

For Concierge workspaces, we target 99.9% monthly availability of the Retrics application UI and API — measured as the percentage of minutes in a calendar month during which the service is reachable and able to serve requests.

Availability is measured against the parts of the service we operate. It excludes: outages of Shopify or other third-party platforms we depend on; scheduled maintenance announced in advance; emergency maintenance needed to protect security or data integrity; and disruptions caused by factors outside our reasonable control, such as network or infrastructure-provider failures and force-majeure events.

Retrics computes analytics and drafts flows for your review; it does not send to your customers on its own. A period during which the UI is briefly unavailable does not, by itself, cause anything to be sent or missed.

We occasionally take the service offline for planned maintenance. We aim to schedule it during low-traffic windows and to give at least 48 hours' notice in-product or by email. Planned maintenance windows do not count against the uptime target.

In rare cases we may perform emergency maintenance without advance notice to address a security or data-integrity risk. We will communicate as soon as we reasonably can.

Response time means the time until a human replies and begins working your request — not a promise of resolution time, which depends on the nature of the issue. Targets are measured during our support hours, Monday to Friday, excluding U.S. public holidays.

Concierge: priority support with a target first response within 4 business hours for urgent issues (the service is down or a core workflow is broken) and within 1 business day for everything else.

Scale: priority support with a target first response within 1 business day.

Growth: standard email support with a target first response within 2 business days.

Reach us at hello@retrics.ai. Marking an issue urgent is reserved for genuine service-affecting problems so that they get seen first.

When we become aware of an incident that materially affects availability, we post and update a status notice and, for significant incidents, notify affected Concierge workspaces by email. Updates continue until the issue is resolved.

For significant incidents we follow up with a short, honest post-incident summary describing what happened, the impact, and what we are doing to reduce the chance of a repeat. We would rather tell you plainly than dress it up.

If, in a given calendar month, we miss the 99.9% uptime target for a Concierge workspace, that workspace is eligible for a service credit against a future month's fee: 10% of the monthly fee if measured availability falls below 99.9% but is at or above 99.0%, and 25% if it falls below 99.0%.

Credits are the sole and exclusive remedy for missed availability under this SLA. They apply only to the recurring Retrics subscription fee, are capped at 25% of one month's fee, are issued as a credit toward future fees rather than a cash refund, and do not apply to time excluded from the availability measurement (third-party outages, scheduled or emergency maintenance, or events outside our reasonable control).

To claim a credit, email hello@retrics.ai within 30 days of the end of the affected month with your workspace and the dates and times of the disruption. Because billing runs through Shopify, we apply approved credits to your account through Shopify's billing.

We may update this SLA as the product evolves. Material changes will be announced in-product or by email at least 14 days before they take effect. The version in force is the one published here at the start of the affected month.

Questions about availability, incidents, or a credit request: hello@retrics.ai., Delaware, USA.