Service level agreement

1. Scope

This SLA covers the hosted checkout, the order API and the merchant dashboard operated by [ENTITY — D-006 pending]. It excludes Whop's payment processing, Shopify, the Merchant's own domain or DNS, and scheduled maintenance announced 48 hours ahead (max. 4 hours per month, outside EU business hours).

2. Target

Monthly uptime target for the hosted checkout: 99.9%. Measured by our external monitor from two EU locations at one-minute intervals; a minute counts as down when the checkout page fails to load for both locations. Uptime figures will be published on the status page once monitoring is live; no historical figures are claimed before then.

3. Credits

• 99.0% to 99.9%: 10% of the monthly fee for the affected store.
• 95.0% to 99.0%: 25%.
• Below 95.0%: 50%.
• Credits are requested within 30 days, applied to future invoices, and are the sole remedy for availability shortfalls.

4. Incidents and support

Severity 1 (checkout down for all buyers): acknowledgement within 1 hour, 24/7, updates every 60 minutes. Severity 2 (degraded, workaround exists): acknowledgement within 4 business hours. Other requests: next business day. Business hours are 09:00–18:00 CET, Monday to Friday.