Service Levels
How availability, support, measurement, exclusions, and remedies can be defined in a written Gerai customer agreement.
No universal public service level, uptime percentage, support response time, recovery target, maintenance notice, or service-credit schedule applies unless Gerai and the customer agree it in writing.
No universal public SLA
Gerai does not state a public uptime percentage, fixed support response time, fixed recovery objective, or automatic service-credit entitlement. Those figures are meaningful only when the covered service, measurement method, exclusions, period, and remedy are also defined.
Written agreements
A customer that requires service levels should raise them before onboarding or renewal. Any accepted commitment should appear in an order form, service schedule, or other written agreement that identifies the customer and the Gerai service within scope.
If a customer agreement contains service-level terms, that agreement governs. Marketing material, demonstrations, support conversations, this page, and the Service Status page do not add to or replace those written terms.
Terms to define
A complete service-level discussion should address at least the following:
| Topic | Points to agree |
|---|---|
| Covered service | The production features, environments, merchants, and regions within scope. |
| Availability | The target, measurement period, downtime definition, and calculation method. |
| Support | Channels, operating hours, severity definitions, and response or update targets. |
| Maintenance | Planned and emergency maintenance treatment and any notice expectations. |
| Recovery | Any agreed recovery objective, restoration priority, or data-recovery measure. |
| Remedy | Eligibility, calculation, claim process, limits, and relationship to other rights. |
Measurement and evidence
A numerical target requires an agreed source of truth. Written terms should state what is measured, from where, how often, and how partial failures are treated. They should also explain how a customer reports a suspected failure and how the parties reconcile conflicting observations.
Gerai’s public status page is not connected to automated monitoring and does not publish verified uptime history. It must not be used as evidence of a green status or as the default measurement system for a negotiated SLA unless a written agreement expressly establishes a different verified source.
Dependencies and exclusions
The parties should define how events outside the covered Gerai service affect measurement. Relevant dependencies can include merchant systems, devices, internet connectivity, configurations, misuse, scheduled maintenance, and connected third-party services.
Payment credentials are handled by licensed payment gateways, settlement goes directly to merchants, and Gerai does not hold buyer funds. A gateway interruption or settlement matter should not be assumed to be a Gerai availability failure; its treatment depends on the wording and scope of the written agreement.
Exclusions should be specific enough to apply consistently. A label such as “third-party issue” or “customer-caused” should not replace examination of the actual cause and agreed service boundary.
Support and remedies
If the parties agree response targets, severity should be based on observable business and service impact rather than a label chosen by either party alone. The agreement can distinguish acknowledgement, investigation, updates, workaround, and resolution.
Any service credit, refund, extension, termination right, or other remedy must be stated in the written agreement together with claim requirements and limits. No remedy is implied by this page.
Gerai’s Incident Response page describes its general handling stages but does not create fixed time promises.
Request service-level terms
Email hello@gerai.shop before onboarding with the service scope, critical workflows, operating regions, proposed metrics, support needs, dependency assumptions, and required remedies. Gerai can then determine what, if anything, it can agree in writing.
General service terms remain available in the Terms of Service.
Legal review notice
This published document explains Gerai’s current approach and intended practices. It does not constitute legal advice to the reader. Gerai recommends obtaining advice from a qualified lawyer about the laws and contractual requirements that apply to your circumstances.