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Service Availability Policy

Last updated: 2026-05-13 Effective: 2026-05-13

Service Availability Policy — Delivery Zone

Version: 1.0 Last updated: 2026-05-13 Effective date: 2026-05-13

1. Intent, Not a Binding SLA

We aim to provide a reliable, high-availability service. However, we do not currently offer a legally binding Service Level Agreement (SLA) with financial penalties or service credits. This policy describes our operational commitments and how we handle planned and unplanned downtime.

If you require a formal SLA with contractual service credits, contact us at [email protected] to discuss custom arrangements — this may be available to Business and Enterprise plan customers.

2. Target Availability

We target an uptime of 99.5% or higher for the API and dashboard, measured on a calendar month basis, excluding scheduled maintenance windows.

We aim to keep the public delivery check API available at all times, including during dashboard maintenance windows where possible.

3. Scheduled Maintenance

Where possible, we schedule maintenance during low-traffic hours (typically 01:00–05:00 EET, Eastern European Time).

We will provide at least 24 hours' advance notice via in-app announcement or email for any planned maintenance expected to cause more than 5 minutes of API or dashboard downtime. For minor maintenance (expected impact under 5 minutes), we may not provide advance notice but will log it as a maintenance event.

4. Incident Response for Unplanned Outages

When an unplanned outage or significant degradation is detected, we will investigate and work to restore service as quickly as possible.

We do not currently operate a formal status page or committed incident response-time SLA. Where appropriate, we may notify affected customers by email after a significant incident.

If you experience an outage, contact [email protected].

5. What Is Excluded from Availability Commitments

The following are outside the scope of any availability commitment:

  • Downtime caused by factors outside our reasonable control (force majeure events, including

natural disasters, civil unrest, widespread internet outages, war).

  • Downtime resulting from third-party infrastructure provider outages (e.g., cloud hosting

provider, Stripe, Cloudflare) that we cannot reasonably mitigate.

  • Downtime caused by customer misuse, excessive traffic beyond plan limits, or violations of

the Acceptable Use Policy.

  • Brief service degradation during auto-scaling events, rolling deployments, or health-check

restarts.

  • Unavailability caused by customer-side network, integration, or configuration issues.
  • Private beta or preview features, which are provided without any availability commitment.

6. Third-Party Provider Dependencies

The service relies on third-party providers for hosting, payments, and email. Availability may be affected by outages at:

  • Our cloud hosting provider (for API and database hosting).
  • Cloudflare (for frontend hosting and CDN).
  • Stripe (for billing and subscription management — dashboard-only impact; does not affect

the delivery check API).

  • Scaleway TEM (for transactional emails — does not affect the delivery check API).

We have no contractual ability to commit to availability metrics beyond our own hosting tier.

7. Private Beta Limitations

During the private beta period, the service may be updated, modified, or temporarily unavailable without prior notice. Private beta users accept a reduced availability expectation in exchange for early access and the opportunity to provide feedback.

8. Customer Responsibility

We recommend that you:

  • Implement appropriate error handling and retry logic in your API integration, including

handling of 429, 402, and 5xx responses.

  • For business-critical delivery decisions, implement a fallback or manual override process

rather than relying solely on the Delivery Zone API.

  • Maintain your own records of delivery zone configuration, independent of the dashboard.

Postcode check results reflect your configured rules and current reference data; they may not represent actual delivery capability in all edge cases. See the Postcode Data Disclaimer.