Uptime commitment (SLA)

IEXA's dashboard, chat and reminders will be available at least 99.5% of each calendar month. That allows at most about 3 hours 39 minutes of downtime a month.

Downtime means the dashboard or chat can't be used at all for more than 5 minutes in a row, confirmed by our monitoring.

• Not counted: maintenance we announce by email at least 48 hours ahead (at most 4 hours a month, outside 07:00–22:00 Croatian time).
• Not counted: problems in tools you connect (Google, Shopify, Stripe and others) or in your own internet connection or device.
• Not counted: events beyond reasonable control, like large internet outages or attacks we couldn't reasonably prevent.
• Not counted: features labelled “soon” or in beta.

• Below 99.5%: a credit of 10% of that month's Business fee.
• Below 99.0%: 25%.
• Below 95.0%: 50%.

Ask for the credit within 30 days of the month's end at hello@iexa.si. Credits go towards your next payments; they aren't paid out in cash. For business customers, service credits are the remedy for missed uptime; for consumers, nothing here limits your legal rights.

If there's an outage, we email affected Business customers when it starts and when it's fixed, with a short explanation of what happened.