Service Level Agreement (SLA)

1. Service Commitment

ToroSachi does not currently offer a contractual Monthly Uptime Percentage commitment, and no Service Credit remedy is available. We operate the Core Platform Services listed in Section 2 on a commercially reasonable efforts basis.

Live operational status, component health, and a full incident history are published on our status page. We will publish a measured uptime commitment here when one is contractually offered and an uptime measurement exists to hold it against.

2. Covered Core Services

This SLA covers all primary operational components of the ToroSachi Subscription Platform:

• Customer Portal: Headless & liquid app proxy buyer portals, self-service subscription actions, and login verification.
• Merchant Admin API: REST & GraphQL control plane endpoints and merchant dashboard administrative operations.
• Webhook Ingestion Engine: Inbound Shopify event ingestion, outbox delivery queues, and dead-letter retry buffers.
• Subscription Billing Pipeline: Automated cycle scheduling, renewal mutations, contract status reconciliation, and bulk bill processing.
• Dunning & Recovery Engine: Smart payment retries, card updater sequences, and payment-method update outreach.

3. Service Credit Remedies

No Service Credit remedy is currently offered. The app fee (see the Terms of Service) is billed through Shopify's billing system, and no credit against it is offered for downtime.

4. Incident Transparency & Logging

ToroSachi maintains a permanent, append-only incident history publicly accessible on our Platform Status Page. Incident entries are never deleted or silently pruned. Every material service degradation is published with a transparent root-cause analysis and chronological timeline within 1 hour of detection.

5. Exclusions

Were an uptime commitment offered, its calculation would exclude downtime caused by:

• Scheduled maintenance communicated at least 24 hours in advance via status page or email notification.
• Upstream external service outages outside ToroSachi's control, including Shopify platform outages, Shopify Admin GraphQL API unavailability, or third-party card payment processor outages.
• Merchant misconfiguration, unauthorized custom code injections, or factors resulting from merchant network or hardware failures.

6. Questions About This SLA

As stated in Sections 1 and 3, no Service Credit remedy is offered, so there is no Service Credit process to request today. If you have questions about platform availability or a specific incident, contact support@torosachi.com and include dates and times of the affected downtime.