Service Level Agreement

This Service Level Agreement ("SLA") applies to customers on paid Cassian™ plans: Analyst, Protector, Guardian, Prime, and Enterprise. It defines the uptime commitments, scan performance targets, support response times, and service credit provisions for the Cassian platform at app.getcassian.com.

This SLA does not apply to the free Inspector tier. Inspector users receive best-effort service without guaranteed uptime or response times.

Cassian targets 99.9% uptime for the platform, measured on a calendar month basis. "Uptime" means the percentage of time the Cassian web dashboard is operational and accessible.

Uptime is calculated as:

"Downtime" means any period during which the platform is materially unavailable to customers, excluding scheduled maintenance and the exclusions listed in Section 7.

Cassian may perform scheduled maintenance of up to 4 hours per month. Scheduled maintenance windows will be announced at least 48 hours in advance via email and/or an in-platform notice.

Maintenance is typically performed during low-traffic periods (weekdays between 02:00 and 06:00 UTC). Scheduled maintenance does not count toward downtime for SLA calculations.

Cassian targets the following scan completion times under normal operating conditions:

Scan performance may vary depending on the complexity of the store, response times from the Shopify API, and current system load. These are targets, not guarantees, and are not subject to service credits.

Cassian provides support through email and, for higher tiers, dedicated channels. Response time targets are measured from the time a support request is received during business hours (Monday to Friday, 09:00–18:00 NZST, excluding New Zealand public holidays).

Response times are targets for initial acknowledgement. Complex issues may require additional time for investigation and resolution. Prime and Enterprise customers receive dedicated account management.

If Cassian fails to meet the 99.9% uptime target in a given calendar month, eligible customers may claim service credits according to the following schedule:

Service credits are applied to the next billing cycle and are not redeemable for cash. The maximum service credit in any single month shall not exceed 50% of the monthly subscription fee for the affected service.

The following are excluded from downtime calculations and do not qualify for service credits:

• Scheduled maintenance — pre-announced maintenance windows as described in Section 3
• Force majeure — events beyond Cassian's reasonable control, including natural disasters, acts of war, government actions, pandemics, or widespread internet outages
• Third-party outages — outages of services that Cassian depends on, including Shopify, Stripe, Supabase, Vercel, Cloudflare, or AI providers (Anthropic, OpenAI), where the outage is not caused by Cassian
• Customer-caused issues — downtime caused by the customer's actions, including misconfiguration, exceeding rate limits, or violating the Acceptable Use Policy
• Beta and preview features — features explicitly labelled as beta, preview, or experimental are excluded from all SLA commitments

To request a service credit, email support@getcassian.com within 30 days of the downtime event. Your request must include:

• Your account email address and organisation name
• The date(s) and approximate time(s) of the downtime you experienced
• A brief description of how the downtime affected your use of the platform

Cassian will review the claim against our monitoring records and respond within 15 business days. If the claim is valid, the credit will be applied to your next billing cycle.

During unplanned downtime, Cassian will provide timely updates via email to affected customers and, where available, through in-platform notices. We will publish a post-incident report within 5 business days of any downtime exceeding 60 minutes.

Cassian may update this SLA from time to time. Any changes that reduce the level of service will be communicated with at least 30 days' notice. Changes take effect at the start of the next billing cycle.

For questions about this SLA or to submit a service credit claim:

Cassian — Support Team
New Zealand
Email: support@getcassian.com