Service Level Agreement (SLA)
Our service commitments stated clearly and measured objectively.
Uptime Guarantee
Seller Pao guarantees a minimum monthly uptime of 99.9%, equating to no more than 43.8 minutes of allowable downtime per month. If uptime falls below this target, affected users receive service credits proportional to the shortfall as defined in the agreement. Scheduled maintenance windows are communicated at least 48 hours in advance via email and in-app banner.
Support Response Time
Critical issues (system down): response within 2 hours. High-priority issues (core feature not functioning): response within 8 business hours. Normal requests (general questions): response within 1 business day. Support channels: LINE OA, email, and in-app ticket system. Support hours: 09:00–18:00, Monday–Saturday.
Data Availability
Order records, inventory data, and customer history are available at all times during uptime windows. Users can export all data in CSV format at any time without contacting support. Data is retained for a minimum of 2 years following subscription cancellation.
Incident Communication
When an incident affecting service occurs, the team posts a status update at status.sellerpao.com within 15 minutes and sends email notifications to affected users within 30 minutes. A Post-mortem report is published within 5 business days for all Critical-level incidents.