Service Availability for the Enterprise Plan

For SHOPLINE Enterprise services, online stores are expected to enjoy transaction processing capability up to 99.99%¹ of the time². In maintaining our services, SHOPLINE offers 24x7 English online customer chat services across Australia, United States, United Kingdom, Singapore and Malaysia. 

1. Downtime arising from the following circumstances are excluded: 
   • issues caused by customised code, external applications or merchants’ self-developed software, or otherwise caused by failure to follow open platform usage guidelines or specifications; 
   • outages due to unavailability of third-party services (e.g. Amazon Web Services or payment acquirers); 
   • planned downtime, troubleshooting or maintenance (including restrictions imposed by SHOPLINE by reasons of risk control);
   • events outside of SHOPLINE's reasonable control (including strikes, fires, acts of God, lockdowns, epidemics, pandemics, quarantine restriction or the like, compliance with any regulations, order, or requirement of any governmental body or agency); and
   • outages caused by improper use, scaling or configuration of online store, or failure to follow appropriate security practices.

    

2. The availability of the transaction related services is calculated on a cumulative basis by reference to 24 hours each day and 365 days each year on an annual basis, from the moment when SHOPLINE has been notified of any service downtime.