Support Hours and credits
Support hours
Two kinds of problem, two kinds of promise. We write down only what we can keep.
When each line is answered
Pacific time- Checkout-down lineAround the clock, seven days a week
- Email and ticketsMonday to Friday, 09:00 to 18:00
- 1 hourto acknowledge checkout down, at any hour
- 4 hoursto acknowledge everything else, counted in business hours
- 7 daysa week the checkout-down line is monitored, around the clock
Checkout down, seven days a week
If your checkout cannot take an order, that is urgent on every paid plan, at any hour. So is an age gate or a state block failing open, if your store uses them.
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Monitored around the clock by us; an outside monitor is next.
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Acknowledged within 1 hour of your report, by a person, not an auto-reply.
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An owner is paged.
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Workaround target: 4 hours.
How to reach the line
The number and address are given to you at sign-up and printed in your admin. They are not on this page so that they stay answered.
Everything else, weekdays
- Email and tickets, Monday to Friday, 09:00 to 18:00 Pacific.
- Acknowledged within 4 business hours.
- Growth and above: a named support contact who knows your store.
- Scale: 8 hours a month of theme or data work included.
There is no 24-hour phone line for general questions. We would rather say so than staff one badly.
Uptime and credits
The storefront and checkout target 99.9% availability a month. It is self-measured today; an outside monitor has not been added yet. If we miss the target, you get a credit on that month's fee:
| Measured availability | Credit |
|---|---|
| Below 99.9% | 10% of the month's fee |
| Below 99.0% | 25% of the month's fee |
| Below 95.0% | 50% of the month's fee |
Credits are capped at one month of fees in any year, the same cap Cloudflare uses for its own customers. Outages caused by your own DNS, your gateway, your merchant account or a vendor account you hold are outside the measurement, and we tell you when that is the case.
A status page, with the bad days on it
Before the first store goes live there will be a public status page with a 30-day incident log. The platform's past incidents go on it: what was affected, when it started and when it was fixed.
We would rather you read that here than hear it from someone else.
During and after a migration
- The first week
- After your switch, we watch orders, labels, emails and disputes with you, every day.
- Fixes
- Thirty days of post-cutover fixes are included in every migration.
- Billing
- Merchants on the sign-by-date terms pay nothing until their store is live, plus thirty days. See the rate card.
- The holiday week
- No new migrations are started between 22 December and 4 January, so nobody's store changes hands in the holiday week.
How to ask
Write to support@standfast.ai from the address on your account. Say:
- Which store
- What you expected
- What happened
- When
A screenshot helps; the order number helps more.Email support