SLA
SLA & support
What we commit to for search availability, and how quickly we respond.
Effective 26 September 2026.
Availability
We measure the availability of the search service every 5 minutes and publish it on the status page.
| Plan | Monthly availability | Service credits |
|---|---|---|
| Starter, Growth, Pro | Target 99.5% | - |
| Enterprise | Guaranteed 99.9% | Below 99.9%: 10% of the monthly fee · below 99%: 25% |
| Custom | As per contract | As per contract |
Credits are deducted from the next invoice if requested within 30 days of the end of the month.
Support response times
| Plan | First response | Channel |
|---|---|---|
| Starter, Growth | Next business day | |
| Pro | Within 8 business hours | |
| Enterprise | Within 4 hours for critical issues | Email, phone |
| Custom | As per contract | As per contract |
Business hours: Monday–Friday, 09:00–17:00 (Greek time), excluding public holidays.
What does not count as downtime
- Scheduled maintenance announced at least 48 hours in advance.
- Problems with the store or its hosting (e.g. the store's site is down).
- Exceeding plan limits, or third-party changes to the store's code.
- Events beyond our control (force majeure, network provider outages).
Data and security
- Our servers are in Europe, in INWEBPRO's facilities.
- We do not store names, emails or payment details of the store's customers.
- User passwords are stored hashed (bcrypt) and forms are CSRF-protected.
Questions: contact us.
Try it on your own store
5-minute setup, a preview before your customers see it, and go live when you are ready.