Service Level Targets
These are the goals we hold ourselves to, not a binding guarantee with financial penalties. We'll be straight with you about what we commit to and what's still best-effort.
1. Uptime Target
We aim for high availability on cloud services and monitor uptime monthly. This is a target we work toward, not a guaranteed SLA with service credits — PetalPost does not currently offer uptime-based service credits. Scheduled maintenance windows are announced in advance where possible.
2. Support Response Goals
Critical (service down): our goal is to respond within 1 hour and resolve within 4 hours
High (feature broken): our goal is to respond within 4 hours and resolve within 1 business day
Normal: our goal is to respond within 1 business day
These are response-time goals, not contractual guarantees.
3. Data Protection
Sensitive credentials (API keys, connector tokens, and similar secrets) are encrypted using AES-256-GCM. Traffic to PetalPost is encrypted in transit (TLS). On the desktop app, your day-to-day operational data (orders, customers, inventory) lives locally on your device and is not encrypted at rest by default — it's protected the same way any file on your device is, so we recommend standard device security practices (disk encryption, device passcode). Cloud-hosted data is backed up as part of our infrastructure provider's standard practices; we do not currently publish a fixed backup retention period or guarantee point-in-time recovery.
4. Exclusions
These targets do not cover: scheduled maintenance, force majeure events, third-party service outages (Shopify, connector platforms, email providers), or issues caused by customer configuration.