Our commitment to reliability
Your gallery operations depend on Artfolio being available when you need it. We back our reliability with uptime guarantees, clear response times, and financial credits if we fall short.
99.99% SLA
Enterprise uptime
1 hour
Fastest response (Critical)
Up to 50%
Downtime credit
Always-on infrastructure for your gallery
| Plan | Uptime SLA | Max downtime / month | Monitoring |
|---|---|---|---|
| Studio ($99/mo) | 99.5% | ~3.6 hours | Automated |
| Professional ($129/mo) | 99.9% | ~43 minutes | Automated + alerting |
| Gallery ($199/mo) | 99.95% | ~21.6 minutes | 24/7 alerting |
| Enterprise (From $399/mo) | 99.99% | ~4.3 minutes | 24/7 + dedicated |
Fast, knowledgeable help when you need it
| Support channel | Response time | Availability | Plans |
|---|---|---|---|
| Email support | Within 24 hours | Business hours (Mon–Fri) | All plans |
| Priority support | Within 4 hours | Extended hours (Mon–Sat) | Professional + Gallery + Enterprise |
| Dedicated support | Within 1 hour | 24/7 including holidays | Enterprise only |
Escalation path
Support team
Initial response
Email support handles general questions, troubleshooting, and feature guidance.
Senior engineer
Within 4 hours
Complex technical issues are escalated to senior engineers with full system access and database expertise.
CTO / leadership
Within 1 hour
Critical incidents (data loss risk, full outage) trigger immediate CTO involvement and direct customer communication.
Incident communication
Status updates within 15 minutes
When an incident is detected, we post the first status update within 15 minutes and continue updating every 30 minutes until resolution.
Email notifications
All plan customers receive direct email notifications for any incident affecting their account or data.
Post-mortem within 48 hours
After every significant incident, we publish a detailed post-mortem including root cause, timeline, impact, and prevention measures.
Predictable maintenance windows
Maintenance windows
Planned maintenance occurs on Sundays between 2:00 AM and 6:00 AM UTC only.
72-hour advance notice
We provide at least 72 hours advance email notice before any planned maintenance window.
Zero-downtime deployments
Regular feature releases and security patches use zero-downtime deployment strategies with no service interruption.
Emergency patches
Critical security patches may be deployed outside maintenance windows with immediate notification.
We put our money where our SLA is
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% monthly credit |
| 95.0% – 99.0% | 25% monthly credit |
| Below 95.0% | 50% monthly credit |
Credits are applied automatically to the next billing cycle. Credits are calculated based on the plan's uptime guarantee tier. Scheduled maintenance windows and force majeure events are excluded from uptime calculations.
What is not counted against our SLA
Questions about our SLA?
Our team is happy to walk you through our service commitments and help you choose the right plan for your gallery.