Service Level Overview

This overview describes the operational posture Stratace targets for support, platform assurance, and service continuity. It is intended to support trust-building and procurement conversations rather than serve as a custom negotiated SLA.

Target availability

Stratace targets high platform availability for core account, billing, and licensing workflows. Planned maintenance and third-party provider dependencies may affect service from time to time.

Support priorities

• Critical: major login, licensing, or checkout disruption affecting live use.
• High: significant workflow issue with a viable workaround gap.
• Medium: degraded but usable workflow.
• Low: guidance, optimisation, or minor presentation issue.

Operational channels

Support is initiated through the website support flow. Operational reassurance and current status indicators are surfaced via the app status page.

Exclusions

Third-party service outages, customer-side misconfiguration, PayPal account issues, or unsupported custom integrations may fall outside normal response expectations.