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Credit-backed
Publishes a 99.99% uptime SLA backed by service credits, but the exact credit schedule isn't publicly documented.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.99%
Uptime
—
Max credit
—
Claim window
Credit
Remedy
Plus
Min plan
How to claim
Submission
Support · help.shopify.com
Deadline
30 days of incident
Review timeline
30 business days
Credit applied
Applied to next invoice
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common exclusions
Scheduled maintenance
Force majeure events
Customer misconfigurations
Free tier services
Beta features
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 6
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Shopify Admin
Merchant admin panel
E-Commerce
—
covered
Shopify API
REST and GraphQL APIs
API
—
covered
Shopify Checkout
Checkout processing - critical
E-Commerce
—
covered
Shopify Payments
Native payment processing
Payments
—
covered
Shopify POS
Point of sale
Retail
—
covered
Shopify Storefront
Online store hosting
E-Commerce
—
covered
Notes — Shopify is a E-commerce provider. See the official SLA at https://help.shopify.com/en/manual/intro-to-shopify/pricing-plans/plans-features/shopify-plus-plan.
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