What you can expect from us.
This page states our targets for availability, support response, and incident communication. They are the commitments we hold ourselves to as we bring Stockisto to production. They describe our operational intent, not a contractual guarantee. Enterprise customers may sign a formal SLA.
Availability
99.5% / month (target)
Support response
Within 1 business day
Incidents
Notified to affected tenants
Hosting
EU 路 Sweden Central
The commitments behind the product
Concrete targets for uptime, maintenance, data durability, and how we keep you informed. Each reflects how we operate today. None is a contractual guarantee outside an Enterprise agreement.
Availability target: 99.5% / month
We target 99.5% monthly availability for the Stockisto API and hosted surfaces. We measure it as successful responses over total requests, excluding announced maintenance. This is a target we manage to, not a guaranteed figure. An Enterprise agreement may set a formally measured and reported commitment.
Planned maintenance, announced in advance
We schedule routine maintenance for off-peak hours, typically evenings and weekends (CET/CEST). We announce it to affected customers ahead of time. We aim to keep planned downtime brief, and zero where possible. Announced maintenance windows are excluded from the availability target.
Automated daily backups
Your data lives in a managed PostgreSQL service, encrypted at rest. The platform keeps automated daily backups with point-in-time recovery. We test restores periodically, so recovery is a practiced operation, not an untested assumption.
Incident communication
When an incident affects you, we do three things: we notify affected tenants by email, we work the issue to resolution, and we follow up with a plain-language summary of what happened and what we changed. Security incidents that affect personal data are handled under our DPA and applicable breach-notification obligations.
How fast we aim to respond
First-response targets by severity, during business hours. Reach us at support@stockisto.com. The clock starts when your message arrives.
P1 路 Critical
4 business hours
A production outage, or a critical issue with no workaround: the platform or a core surface is unavailable to you. Target: first response within 4 business hours. We then work the issue continuously until it is resolved or downgraded.
P2 路 Major
1 business day
A significant issue that degrades the service or blocks an important workflow, where a reasonable workaround exists. Target: first response within 1 business day.
P3 路 Minor
3 business days
A minor issue, question, or feature request with limited impact. Target: first response within 3 business days.
Business hours are 09:00 to 17:00 CET/CEST, Monday to Friday, excluding Swedish public holidays. We measure response targets within these hours. Enterprise customers may arrange extended coverage and a named contact.
How to reach us
One inbox for product support, one for security. We monitor both during business hours.
Product & account support
General questions, help with your locator, imports, and billing. This is the fastest way to reach a human.
support@stockisto.comSecurity & responsible disclosure
Report a suspected vulnerability or security concern here. We welcome good-faith research. We will acknowledge your report and coordinate a fix.
security@stockisto.comFor our full security posture, see Security, the trust & procurement pack, and our Data Processing Agreement.
Honest about our stage
Stockisto is pre-production and preparing for launch. The targets on this page are commitments we hold ourselves to, not contractual guarantees. There is not yet a long public production track record behind them. We would rather say that plainly than imply a maturity we have not earned.
Enterprise customers may sign a formal, contractual SLA. It defines measured availability, service credits, response times, and a named point of contact. If procurement needs contractual commitments, tell us and we will put an agreement in front of your team.
Need a formal SLA or a procurement answer?
Book a call. We will walk your team through our commitments and share the trust pack. Enterprise customers can get a signed SLA for procurement.
Or email support@stockisto.com directly.