Service Level Agreement & Maintenance Policy

What to expect from the platform's availability. Last updated October 16, 2026.

1. Scope

This agreement covers the hosted services the Monsireaux Studio operates directly: the website, the Kiosk, the Journal, customer accounts, and the order and checkout pipeline. It does not cover third-party services we depend on, such as payment processing or shipping carriers.

2. Availability Target

We target 99.5% monthly availability for the customer-facing storefront and account services, measured across the calendar month, excluding scheduled maintenance and events outside our reasonable control.

3. Scheduled Maintenance

Routine maintenance is performed during low-traffic windows and, where it may cause interruption, is announced in advance. Emergency maintenance may occur without notice where security or data integrity requires it.

4. Support Response

Support requests are answered within one business day during posted Hours of Operation. Requests received outside those hours are handled on the next business day.

5. What This Agreement Does Not Promise

This is a service target, not a guarantee, and it does not create a contractual right to a credit or refund except where required by law. Third-party outages — payment processors, carriers, DNS, and delivery — are outside our control.

6. Reporting an Outage

If something is broken, contact [email protected] or call +1 (719) 319-7076. Include what you were doing and when.

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