last updated: february 2026
1. uptime commitment
Alana targets a monthly uptime of 99.9% for the platform api and application on paid plans. This SLA describes how uptime is measured and the service credits available if we fall short.
2. definitions
Monthly uptime percentage is the total minutes in a calendar month minus downtime minutes, divided by total minutes. Downtime means sustained unavailability of the core platform, excluding the events in section 4. Uptime is measured by our monitoring and reflected on our public status page.
3. service credits
If monthly uptime falls below the commitment, you may request a service credit based on the table below.
| monthly uptime | service credit |
|---|---|
| 99.9% or higher | no credit |
| below 99.9% to 99.0% | 10% of monthly fees |
| below 99.0% to 95.0% | 25% of monthly fees |
| below 95.0% | 50% of monthly fees |
4. exclusions
Downtime does not include: scheduled maintenance announced in advance; issues caused by factors outside our reasonable control, including force majeure and internet or third-party provider failures; issues resulting from your systems, configuration, or misuse; or suspensions permitted under our terms and acceptable use policy.
5. claiming credits
To request a credit, contact us within thirty days of the end of the affected month with the dates and times of the downtime. Approved credits are applied to a future invoice and are the exclusive remedy for a failure to meet the uptime commitment.
6. scope
This SLA applies to paid plans. Custom or enterprise agreements may set different uptime commitments and remedies, which prevail over this page where they conflict.
7. contact
Questions about this SLA? Contact us at hello@alana.shopping.