Our 99.9% uptime commitment, incident response severity protocols, disaster recovery targets, and credit compensation guarantees.
Target Uptime SLA
Production edge node availability
P1 Incident Response
Critical outage response SLA
Active Monitoring
Real-time edge & DB ping checks
Max Global Render Latency
Edge-cached static page guarantee
How our technical operations team categorizes, responds to, and resolves system issues.
Complete storefront rendering failure, checkout gateway down, or total database disconnection affecting all users.
Response Protocol:
Immediate engineer dispatch, emergency bridge call, hourly status updates to client ops team.
Partial API pipeline delay (e.g. 1688 price sync queue latency), background batch job delays, or single payment gateway failure.
Response Protocol:
Senior backend developer assigned, queue rerouting, patch deployment within 4 hours.
Non-critical admin UI glitch, minor translation string formatting error, or secondary report export issue.
Response Protocol:
Scheduled fix in next staging build release (within 24 to 48 hours).
General technical questions, optional configuration tweaks, or new feature scoping discussions.
Response Protocol:
Account architect review & scheduled consultation call.
Automatic billing credits are issued if monthly uptime commitments are missed.
Redmun Digitech guarantees a monthly operational uptime of 99.9% for all production Next.js storefronts and Headless WordPress API gateways hosted under our SLA cloud infrastructure agreements. Monthly uptime is calculated excluding scheduled maintenance windows.
In the event monthly uptime falls below 99.9% due to infrastructure or codebase issues under our direct management, clients are eligible for service credits applied to their next billing cycle according to the credit tier schedule:
| Monthly Uptime Range | Service Credit Granted |
|---|---|
| 99.0% to 99.8% | 10% Billing Credit |
| 95.0% to 98.9% | 25% Billing Credit |
| < 95.0% | 50% Billing Credit |
Routine database index optimization, security patch application, and edge deployment updates are conducted during low-traffic maintenance windows (Sundays 2:00 AM to 4:00 AM GMT+6). Clients receive a minimum of 48 hours advance notice prior to any scheduled maintenance.
Database automated snapshots are taken every 6 hours and stored in geo-redundant encrypted storage buckets. Our Recovery Point Objective (RPO) is 6 hours maximum data delta, and Recovery Time Objective (RTO) is 2 hours maximum restoration time.
Partner with Redmun Digitech to engineer custom shipping systems, automated sourcing portals, and enterprise e-commerce solutions tailored precisely to your operational workflow.
