How is platform availability measured and how does an SLA credit work?
Availability is currently measured as the uptime of the homepage delivered under the domain.
A regularly recurring functional test that also checks the subscription, payment and verification processes is not yet in use and is currently being planned.
A high uptime figure therefore does not rule out a functional limitation affecting individual processes.
When does an SLA credit apply?
According to the platform operation agreement, announced maintenance windows are excluded from the availability calculation and do not give rise to a credit.
Please report functional outages with a timestamp so that the extent of the outage and any applicable fee reduction can be determined accurately.
Document any functional outage as precisely as possible and, in particular, provide the time at which it occurred.