Service Level Agreement & Uptime Policy
Last updated: July 2026
Overview
This Service Level Agreement ("SLA") describes the availability standards and support commitments that ScanStar provides to users of the ScanStar platform at my.scanstar.co. By using the platform, you acknowledge and agree to the terms set out in this document.
Service Availability
ScanStar aims to maintain platform availability of 99% measured on a monthly basis, excluding scheduled maintenance windows. However, we do not guarantee uninterrupted, timely, secure, or error-free access to the platform at any time.
The platform is provided "as is" and "as available". Actual availability may be affected by factors outside our direct control, including but not limited to failures or interruptions of third-party infrastructure providers.
Third-Party Infrastructure
The ScanStar platform relies on the following third-party infrastructure providers whose availability is outside our direct control:
| Provider | Purpose |
|---|---|
| Supabase | Database, authentication, and backend |
| Stripe | Payment processing |
| Resend | Transactional email delivery |
| Shopify | Online store and checkout |
| Google Places API | Business data and review syncing |
Downtime or degradation caused by any of these providers does not constitute a breach of this SLA by ScanStar. We will make reasonable efforts to communicate any known third-party outages to affected users.
Scheduled Maintenance
We may perform scheduled maintenance on the platform from time to time. Where possible, we will provide at least 24 hours notice via email or an in-platform notice. Scheduled maintenance windows will be planned outside peak usage hours where feasible.
Unplanned Downtime
In the event of unplanned downtime, ScanStar will:
- Investigate and work to restore service as quickly as possible
- Post updates on the status of the incident where feasible
- Notify affected users by email for outages exceeding 2 hours
Exclusions
This SLA does not apply to:
- Downtime caused by factors outside ScanStar's reasonable control, including acts of God, internet outages, or third-party provider failures
- Downtime resulting from customer actions, including misconfiguration or misuse of the platform
- Planned maintenance windows communicated in advance
- Free plan accounts
Limitation of Liability
ScanStar shall not be liable for any loss of business, revenue, data, or profits arising from platform downtime, interruptions, or errors, whether planned or unplanned. Our total liability for any claim related to service availability shall not exceed the amount paid by you to ScanStar in the 3 months preceding the claim.
QR code redirects depend on platform availability. In the event of platform downtime, active QR codes may not redirect correctly. ScanStar is not liable for any missed reviews, lost customer interactions, or reputational impact resulting from such interruptions.
Support
We provide support via email at hello@scanstar.co. Our target response times are as follows:
| Plan | Target Response Time |
|---|---|
| Free | 7 business days |
| Starter | 5 business days |
| Growth | 3 business days |
| Pro | 1 business day |
Support response times are targets only and are not guaranteed. We do not provide 24/7 support.
Changes to This SLA
We reserve the right to update this SLA at any time. We will notify users of material changes by email or by posting a notice on the platform. Continued use of the platform after changes take effect constitutes acceptance of the updated SLA.
Contact
For any questions regarding this SLA or to report a service issue, contact us at hello@scanstar.co.