commonsku Inc.

Service Level Agreement

LAST Updated: July 10, 2026

This SLA is incorporated by reference into commonsku’s Terms and Conditions, available at commonsku.com/terms.

 

1. Uptime commitment

commonsku aims to keep the platform available at least 99.9% of the time each calendar month (we call this the “Monthly Uptime Percentage”). This is a service target and not a warranty; the Customer’s sole and exclusive remedy for any failure to meet it is as set out in commonsku’s Terms and Conditions.

We work it out like this:

Monthly Uptime Percentage = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.

“Downtime” means the sustained minutes during the month when the core functions of the platform are wholly inaccessible to you, as confirmed by commonsku’s monitoring systems, not counting the exclusions in Section 2. Slowness, intermittent errors, or degradation of non-core features does not constitute Downtime.

 

2. What does not count as downtime

The following do not count as Downtime:

  • Scheduled maintenance, as long as we give at least 48 hours notice on our status page (status.commonsku.com) or by email to the Customer’s registered contact.
  • Emergency maintenance that commonsku reasonably determines is necessary to address security vulnerabilities, data-integrity risks, or other urgent issues, for which advance notice may not be feasible.
  • Problems caused by the Customer’s own actions, or by using the platform in a way it wasn’t meant to be used.
  • Force Majeure events, including but not limited to natural disasters, acts of war, epidemics, government actions, or internet backbone failures.
  • Failures of third-party services, infrastructure, or networks we don’t reasonably control, including outages at our cloud hosting provider.
  • Suspension of Services in accordance with commonsku's Terms and Conditions.
  • Unavailability of beta, trial, evaluation, or free features or environments, or of any feature commonsku designates as excluded from this SLA.

 

3. Incident response (platform problems)

When something goes wrong with the platform, we sort it by how serious it is and aim to respond within the times below. Response times are targets measured from the time commonsku receives a support submission. For Sev 0 and Sev 1 issues, these targets apply 24/7. We post updates for Sev 0 and Sev 1 issues at status.commonsku.com (“Status Page”). For Sev 2 issues, they apply during commonsku’s standard business hours (Monday - Friday from 9am - 8pm EST).

 

Level What it means Target Status Page Update or First Response Target Update frequency
Sev 0 — Critical The platform is fully down or inaccessible. Acknowledgement within 15 minutes of report on Status Page Every 15 minutes until the issue is resolved or downgraded to a lower severity.
Sev 1 — Major Core feature functionality is confirmed broken or unavailable for 3 or more Customers, with no workaround.

Definition of core functionality: Unable to login, put through Sales Orders, or purchase from Shops.		 Acknowledgement within 15 minutes of report on Status Page Every 8 hours until resolved.
Sev 2 — Minor A non-core feature is slowed down or unavailable, with limited impact on day-to-day work. Response within 1 business day of report Upon Resolution

 

4. How we measure and report uptime

We measure uptime with our own monitoring systems, and publish current and past availability on our Status Page.

If there’s ever a disagreement about uptime figures, our records decide the matter unless you can show they’re materially wrong.

 

5. Changes to this agreement

We may update this SLA from time to time as the platform or our practices change. We’ll tell you about any significant changes on our Status Page or by email to your registered contact.

If you keep using the service after a change takes effect, that counts as accepting the updated SLA. If you don’t agree with a change, please stop using the service and let us know, following the process in our Terms and Conditions.