System Availability
Platform Reliability & Performance
Store.icu is committed to providing your clients with a highly available, reliable, and performant ecommerce platform. This page outlines our availability standards, maintenance procedures, and performance metrics to help you set appropriate expectations with your clients.
Service Level Agreement (SLA)
Uptime Commitment
Store.icu guarantees the following uptime percentages based on partner tier:
| Partner Tier | Guaranteed Uptime | Maximum Monthly Downtime |
|---|---|---|
| Platinum | 99.99% | 4.3 minutes |
| Gold | 99.95% | 21.9 minutes |
| Silver | 99.9% | 43.8 minutes |
Note: Scheduled maintenance windows are excluded from these calculations.
Definition of Downtime
Downtime is defined as periods when the core shopping functionality (product browsing, cart, checkout) is unavailable to all users. Individual feature unavailability does not constitute downtime.
Monitoring and Reporting
- Our systems are monitored 24/7/365 by automated tools and our operations team
- Current system status is always available at status.store.icu
- Partners can subscribe to real-time status notifications via email, SMS, or Slack
Scheduled Maintenance
To ensure optimal performance and security, Store.icu conducts regular maintenance:
Standard Maintenance Windows
| Region | Primary Window | Secondary Window |
|---|---|---|
| North America | Wednesdays, 2:00-4:00 AM ET | Sundays, 1:00-3:00 AM ET |
| Europe | Tuesdays, 2:00-4:00 AM CET | Saturdays, 1:00-3:00 AM CET |
| Asia-Pacific | Thursdays, 2:00-4:00 AM JST | Sundays, 1:00-3:00 AM JST |
Maintenance Communication
- Routine maintenance is announced at least 7 days in advance
- Emergency maintenance may be performed with shorter notice for critical security patches
- All maintenance notifications are sent via email and posted in the Partner Portal
Maintenance Impact
Most maintenance operations are performed without any system downtime. When downtime is necessary:
- Maintenance is conducted during low-traffic periods
- Average maintenance downtime is less than 30 minutes
- Checkout functions implement a grace period to prevent transaction interruptions
Disaster Recovery
Store.icu maintains comprehensive disaster recovery procedures:
- All data is backed up in real-time to multiple geographically distributed locations
- Recovery Point Objective (RPO): 5 minutes
- Recovery Time Objective (RTO): 1 hour
- Disaster recovery drills are conducted quarterly
- Full disaster recovery documentation is available to Platinum partners
Performance Metrics
Global Response Times
Store.icu's infrastructure is distributed across global data centers to ensure fast loading times worldwide:
| Region | Average Page Load | 95th Percentile |
|---|---|---|
| North America | < 1.2 seconds | < 2.0 seconds |
| Europe | < 1.3 seconds | < 2.1 seconds |
| Asia | < 1.5 seconds | < 2.3 seconds |
| Australia | < 1.4 seconds | < 2.2 seconds |
| South America | < 1.6 seconds | < 2.5 seconds |
| Africa | < 1.8 seconds | < 2.7 seconds |
Traffic Capacity
The platform is designed to handle varying traffic levels:
- Standard stores: Up to 10,000 concurrent users
- Enterprise stores: Up to 100,000 concurrent users
- Black Friday readiness: Annual stress testing to 5x normal peak traffic
- Auto-scaling infrastructure to handle unexpected traffic spikes
Security and Compliance
Our availability standards are complemented by rigorous security measures:
- PCI DSS Level 1 certified
- SOC 2 Type II compliant
- 99.999% protection rate against DDoS attacks
- Web Application Firewall (WAF) with real-time threat intelligence
Platform Status Communication
Status Dashboard
The status.store.icu dashboard provides:
- Real-time system status for all platform components
- Incident history and resolution details
- Scheduled maintenance announcements
- Performance metrics and trends
Incident Response
During service incidents:
- Initial notification within 15 minutes of confirmed incidents
- Status updates at minimum 30-minute intervals
- Post-incident reports within 24 hours of resolution
- Root cause analysis shared with partners within 72 hours
Setting Client Expectations
As a partner, it's important to communicate these availability standards to your clients:
- Include SLA information in your client contracts
- Set realistic expectations regarding maintenance windows
- Provide clients with access to status.store.icu
- Establish your own communication protocol for platform incidents
High-Traffic Event Planning
For clients expecting high-traffic events (product launches, major sales, etc.):
- Notify Store.icu at least 14 days in advance through the Partner Portal
- Complete the High-Traffic Event Checklist
- Schedule a pre-event review with our platform engineers
- Implement recommended caching and performance optimizations
Client-Specific Performance Monitoring
Gold and Platinum partners can access:
- Store-specific performance dashboards
- Custom alerting thresholds
- Monthly performance reports
- Performance optimization recommendations
Access these features in the Partner Portal under "Client Performance."
Support During Incidents
During system incidents, our support channels are prioritized:
- Emergency hotline: +1-888-STORE-911
- Priority support tickets tagged with "System Incident"
- Partner-specific Slack channel for real-time updates
Historical Availability
Our platform has maintained the following availability over recent periods:
| Period | Actual Uptime | Excluding Maintenance |
|---|---|---|
| Last 30 days | 99.97% | 100% |
| Last 90 days | 99.96% | 99.99% |
| Last 12 months | 99.95% | 99.98% |
For a detailed availability history, visit the Performance History section in the Partner Portal.
Questions and Concerns
For any questions regarding system availability or to report suspected issues:
- Contact your Partner Success Manager
- Email operations@store.icu
- Call the partner support line: +1-800-PARTNER
For emergency support, always use the emergency hotline.