Legal
Service Level Agreement
Last updated August 6, 2026
We commit to 99.9% monthly availability on the purchase path — receipt validation and entitlement resolution — measured by our own external monitor. If we miss it, you get service credits automatically. This SLA applies to workspaces on a paid plan.
On this page
1. What this covers#
This SLA applies to the CashSDK Purchase Path: the API endpoints that validate store receipts, resolve a customer's entitlements, and ingest store notifications. Those are the surfaces your app depends on at runtime, and they are what an outage actually costs you.
It applies to workspaces on a paid plan. Free workspaces are provided as-is, without an availability commitment.
- Covered — receipt validation, entitlement resolution, offerings and paywall resolution, and store-notification ingest.
- Not covered — the dashboard, the documentation site, the marketing site, and the operations console. An outage there does not stop your customers from buying or from keeping access, so it does not earn credits.
- Not covered — beta and preview features, which are labelled as such where they appear.
2. Availability commitment#
We commit to Monthly Uptime Percentage of at least 99.9% for the Purchase Path. That allows roughly 43 minutes of downtime in a 30-day month.
Monthly Uptime Percentage = (total minutes in the calendar month − Unavailable Minutes) ÷ total minutes in the calendar month, expressed as a percentage. A minute is Unavailable when every request we make to the Purchase Path from our external monitor during that minute fails or times out, for reasons within our control.
Availability is measured from an independent third-party monitor outside our hosting provider, at one-minute intervals. A monitor running inside the same platform cannot tell you that platform is down, so we do not use one.
3. Service credits#
If we miss the commitment in a calendar month, you are entitled to a credit against that month's fees:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below 99.9% but at or above 99.0% | 10% of that month's fees |
| Below 99.0% but at or above 95.0% | 25% of that month's fees |
| Below 95.0% | 50% of that month's fees |
Credits are applied to a future invoice, are not refundable in cash, and are capped at the fees you paid for the affected month. Service credits are your sole and exclusive remedy for any failure to meet this SLA.
You do not need to claim a credit. We calculate uptime from our own monitor and apply any credit due to your next invoice automatically. If you believe a credit was missed, contact support@cashsdk.com within 30 days of the end of the affected month and we will review the monitor's records with you.
4. Support response targets#
Support is provided by email at support@cashsdk.com. These are response targets — the time until a human replies and engages — not resolution times, because how long a fix takes depends on what broke.
| Severity | Definition | Target first response |
|---|---|---|
| P1 — Critical | The Purchase Path is down or materially degraded for your production app | 1 hour, 24×7 |
| P2 — High | A major feature is unusable, or purchases are processing incorrectly, with no workaround | 4 business hours |
| P3 — Normal | A defect with a workaround, or a question about expected behaviour | 1 business day |
| P4 — Low | A feature request, documentation issue, or cosmetic defect | 3 business days |
Business hours are 09:00–18:00 UTC, Monday to Friday, excluding public holidays. Mark a message P1 by putting “P1” in the subject line; please reserve it for production impact, so that it keeps meaning something.
5. Exclusions#
Unavailable Minutes do not include, and no credit is due for, downtime caused by:
- Outages or degradation at Apple, Google, or Stripe. Receipt validation is a server-to-server call to the App Store and Google Play; when their APIs are unavailable, no vendor can validate a purchase. We will tell you when this is what happened and point at the relevant status page.
- Scheduled maintenance announced at least 48 hours in advance. We aim to keep this under 4 hours per quarter and outside 08:00–20:00 UTC.
- Emergency maintenance required to address a security vulnerability, which we will announce as early as we safely can.
- Your own configuration — missing or invalid store credentials, an expired App Store Connect key, a revoked Google Play service account, a notification URL that was changed at Apple or Google, or exceeding documented rate limits.
- Anything outside our reasonable control: force majeure, internet backbone failures, denial-of-service attacks, or the acts of a third party we do not control.
- Suspension of your account under the Terms of Service or the Acceptable Use Policy.
- Beta and preview features.
6. Incidents and status#
We maintain a documented incident-response process covering triage, containment, customer notification and post-incident review. For incidents involving personal data, notification is governed by Section 9 of the Data Processing Addendum, which is stricter than this SLA and takes precedence.
For a P1 incident we will post an initial acknowledgement, keep it updated while we work, and publish a written post-incident summary within five business days of resolution.
7. Changes to this SLA#
We may update this SLA from time to time. If a change is materially adverse to you, we will give at least 30 days' notice by email to the workspace owners before it takes effect, and it will not apply retroactively to a month already in progress.
This SLA forms part of the CashSDK Terms of Service. Capitalized terms not defined here have the meanings given there.