Service Level Agreement
Effective date: April 12, 2026 · Last updated: April 12, 2026 · Version: 1.0
This Service Level Agreement ("SLA") describes RecoverIQ LLC's uptime commitments, support response time targets, incident communication standards, and the scope of what counts as "the Service" for measurement purposes. This SLA applies to all paid RecoverIQ plans (Starter, Growth, and Scale) unless otherwise noted.
This SLA is incorporated by reference into RecoverIQ's Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service govern. Enterprise customers operate under a separately negotiated master services agreement that supersedes this SLA.
1. What "The Service" Covers
For purposes of uptime measurement, the Service consists of:
- RecoverIQ API — the backend API server that processes webhook events, schedules retries, and triggers email delivery;
- RecoverIQ web dashboard — the merchant-facing web application at www.recoveriqapp.com;
- Email delivery pipeline — RecoverIQ's ability to hand off dunning emails to Resend for delivery (our responsibility ends at successful handoff to Resend);
- Webhook processing — RecoverIQ's ability to receive, verify, and process webhook events from Stripe.
The following are explicitly not covered by this SLA (see Section 5 for full exclusions):
- Stripe's API availability or webhook delivery latency
- Resend's email delivery to recipients after handoff
- Third-party email providers' spam filtering or delivery rates
- Your Stripe account's health, payment method data, or customer data accuracy
2. Uptime Commitment
RecoverIQ targets 99.5% monthly uptime for the Service across all paid plans. This represents a maximum of approximately 3 hours and 40 minutes of allowable downtime per calendar month.
| Plan | Monthly Uptime Target | Max Monthly Downtime | Service Credits |
|---|---|---|---|
| Starter | 99.5% (best-effort) | ~3h 40m | None in v1 |
| Growth | 99.5% (best-effort) | ~3h 40m | None in v1 |
| Scale | 99.5% (best-effort) | ~3h 40m | None in v1 |
Note on service credits: RecoverIQ v1 does not include automatic service credits for downtime. Our priority is to resolve incidents quickly, communicate transparently, and build toward tighter commitments as our monitoring matures. If you are evaluating RecoverIQ for a Scale or Enterprise deployment and require a credit schedule, please contact support@recoveriqapp.com to discuss.
Uptime is measured monthly and published at our status page: status.recoveriqapp.com.
3. Support Response Times
Support is handled by the RecoverIQ team. All support requests should be sent to support@recoveriqapp.com.
RecoverIQ uses a four-tier severity system. First-response targets are measured in business hours (Monday–Friday, 9 AM–6 PM Central Time) for S2–S4. S1 is monitored on a best-effort basis outside business hours.
| Severity | Definition | First Response |
|---|---|---|
| S1 — Critical | Service completely down for all customers; unable to process failed payments for a paying merchant; suspected security incident or data breach | 4 hours Best-effort after hours |
| S2 — High | Core feature broken for one merchant; partial service outage; data concern requiring investigation | 1 business day |
| S3 — Normal | Non-critical bug with a workaround available; template or configuration issue; "how do I" questions | 2 business days |
| S4 — Low | Feature request; documentation feedback; general questions; non-urgent billing inquiries | 5 business days |
Business hours: Monday–Friday, 9 AM–6 PM Central Time (US). RecoverIQ does not currently offer 24/7 on-call support. S1 incidents occurring outside business hours will be addressed on a best-effort basis; our team monitors for critical alerts outside normal hours.
Plan-specific response commitments: All plans currently receive the same response time targets as shown above. As RecoverIQ grows, Scale plan merchants will receive priority queue routing; this will be reflected in an updated SLA when implemented.
4. Incident Communication
4a. Status Page
All incidents are tracked and communicated at status.recoveriqapp.com. Merchants are encouraged to subscribe to status page notifications to receive real-time alerts.
4b. During an Incident
For S1 and S2 incidents, RecoverIQ commits to:
- Post an initial status page update within 30 minutes of identifying the incident;
- Post updates at least every 60 minutes until the incident is resolved; and
- Post a final resolution notice when service is restored.
4c. Scheduled Maintenance
Planned maintenance that may affect service availability will be announced at least 48 hours in advance via the status page and by email to active merchant accounts. Scheduled maintenance windows will target off-peak hours (nights and weekends, US Central Time) where possible.
4d. Post-Incident Reviews
For significant S1 incidents (affecting multiple merchants or lasting more than 1 hour), RecoverIQ will publish a post-incident summary on the status page within 5 business days of resolution. The summary will describe the root cause, impact, and steps taken to prevent recurrence.
5. Exclusions
Downtime is not counted against RecoverIQ's uptime commitment if caused by any of the following:
- Stripe outages — any period during which Stripe's API, webhook delivery, or payment processing infrastructure is unavailable or degraded, as reflected on status.stripe.com;
- Resend delivery delays — email delivery latency or failures that occur after RecoverIQ has successfully handed off the email to Resend;
- Customer misconfiguration — service disruption caused by incorrect API keys, a disconnected or suspended Stripe Connect account, bad sending domain DNS configuration, or other customer-side issues;
- Scheduled maintenance — downtime during announced maintenance windows;
- Force majeure — events beyond RecoverIQ's reasonable control, including natural disasters, internet infrastructure failures, government actions, or regional cloud provider outages;
- Free trial period — the 14-day free trial period is not covered by this SLA;
- Suspended accounts — accounts suspended for non-payment or AUP violations are not eligible for uptime measurements during the suspension period.
6. How Uptime Is Measured
Uptime is measured monthly by external monitoring (UptimeRobot) pinging the RecoverIQ API health endpoint and web dashboard at 5-minute intervals. Monthly uptime percentage is calculated as:
Uptime % = ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100
"Downtime" is defined as two or more consecutive failed checks (10+ minutes of consecutive unavailability). Brief transient failures lasting less than 10 minutes are not counted as downtime. Historical uptime data is published monthly at status.recoveriqapp.com.
7. Changes to This SLA
RecoverIQ may update this SLA to reflect improved uptime targets, additional support tiers, or the introduction of service credits as the product matures. Material changes will be communicated by email at least 30 days before taking effect. Because this SLA is a standalone document separate from the Terms of Service, updates to it do not require re-acceptance of the Terms.
8. Contact
For support requests, incident reports, or SLA inquiries:
- Support: support@recoveriqapp.com
- Status page: status.recoveriqapp.com
- Enterprise / custom SLA: support@recoveriqapp.com