Availability targets
- Free / Starter — best-effort, no SLA.
- Trader — 99.9% monthly uptime of the copy-engine and dashboard.
- Provider — 99.95% monthly uptime, 4-hour email response.
- Institutional — 99.99% monthly uptime, 1-hour Slack response, dedicated NATS + Postgres.
What counts as "downtime"
We measure: POST /copies + POST /accounts orchestrator response success rate (the "control plane") and the copy-engine's ability to deliver events.copy.successfor fills from at least one active master to at least one active follower (the "data plane"). Both are sampled every 60 seconds from external probes in London + New York.
What doesn't count
- Scheduled maintenance announced ≥48h in advance via email + the status page (typically <15 min, EU-night-time UTC).
- Broker outages, broker rejections, or broker rate-limits.
- Cloudflare / DNS issues outside our reasonable control.
- Force majeure (regulator action, exchange halt, ISP failure).
- Tier-specific limits (free-tier daily lot cap, paid-tier follower-seat caps) reaching their bounds.
Service credits
If we miss the monthly uptime target for your tier, you receive a service credit as a percentage of that month's subscription fee:
- Below 99.9% but above 99.0% — 10% credit.
- Below 99.0% but above 95.0% — 30% credit.
- Below 95.0% — 100% credit for the month.
Credits accrue to your Stripe customer balance and offset your next invoice. They are your sole and exclusive remedy for availability failures (see the Terms of Service, §6). Claim within 30 days of the affected month by emailing [email protected] with your account ID; we'll cross-check against the external probe data and apply the credit within five working days.
Realtime visibility
The status page surfaces region health, copy-engine fill rate, and recent incidents. Subscribe by emailing [email protected] — you'll receive an automatic update on every incident open and close.