Service Level Agreement

Last updated 7 Nov 2026

This agreement sets out what we aim for in availability and support for paying customers of Stock Junction. It is part of our Terms of Service. It does not apply during a free trial or to anything marked Beta.

1. Availability

We aim for the service to be available 99.5% of each calendar month, measured by our own monitoring of whether you can sign in and open your pages.

These don't count as downtime:

• planned maintenance, which we try to do outside 7am to 7pm Brisbane time on business days, and usually tell you about in advance;
• outages or slowness of Shopify, Xero, QuickBooks, payment, email or other connected services, or of our hosting and database providers;
• delays in syncing with connected services. Syncs run in the background and can lag or be retried;
• problems caused by your internet connection, devices, browsers, settings, data or staff, or by use against our terms;
• events outside our reasonable control, as in the Terms of Service;
• suspension of your account for non-payment or breach.

2. Service credits

If availability falls below 99.5% in a month, you can ask for a credit against a future month's fee:

• below 99.5%: 5% of that month's fee;
• below 99.0%: 10%;
• below 98.0%: 20%.

Credits are capped at 20% of that month's fee, are not paid out in cash, and can't be carried past the end of your subscription. To get one, email help@junctionsoftware.com.au within 30 days of the end of the month, with the dates and times you were affected. We'll check it against our records, and our records decide.

Service credits are your only remedy for the service not being available.

3. Support

Support is by email at help@junctionsoftware.com.au, from 9am to 5pm Brisbane time, Monday to Friday, excluding Queensland public holidays.

We aim to first reply:

• Service down (no one can sign in): within 4 business hours;
• Something important broken (orders, invoices or stock not working, with no way around it): within 1 business day;
• Everything else (questions, small problems, requests): within 2 business days.

These are first replies, not fix times. We work on problems in order of how many customers they affect and how serious they are. Feature requests are welcome but we don't promise to build them.

4. Backups

Your data is held by our database provider in Sydney with point-in-time recovery. We aim to be able to restore to any point in the last 7 days. Backups are for recovering the service, not for restoring single records on request, though we'll help where we reasonably can.

5. Changes

We can update this agreement with 30 days' notice by email. A change won't reduce a credit for a month that has already started.