This Service Level Agreement applies to paid plans and is part of the Terms of Service.
Availability target
Monthly availability of 99.9 % for the widget API and the widget CDN.
Measurement
Availability is measured by our monitoring in Helsinki against a synthetic store: the widget configuration endpoint every 60 seconds and a synthetic managed-AI chat every 5 minutes. The public status page shows the history.
Exclusions
- Scheduled maintenance announced at least 72 hours in advance
- Outages of your own AI provider (BYOK)
- Outages of e-commerce platforms such as Shopify, or of your hosting
- Issues caused by you, your configuration or your store
- Force majeure
Managed-AI outages count when the whole fallback chain fails.
Service credits
| Monthly availability | Credit of the monthly fee |
|---|---|
| Below 99.9 % | 10 % |
| Below 99.0 % | 25 % |
| Below 95.0 % | 50 % |
Claim credits within 30 days after the end of the month at support@coec.dk. Credits are the sole remedy for missed availability.
Support response targets
| Plan | First response |
|---|---|
| Starter | 2 business days |
| Growth | 1 business day |
| Scale | 8 business hours |
| Enterprise | Per contract (P1: 4 hours) |
Recovery objectives
Recovery point objective: 5 minutes or less. Recovery time objective: 4 hours or less.