Availability Policy
Last updated: 9 May 2026 · Availability targets; binding SLA terms require a signed Enterprise agreement.
1. Coverage
This policy covers the PipSync platform as served from pipsync.io. Real-time status is published at pipsync.io/status. Components in scope:
- Web App (Next.js)
- API + Trade Gateway (Rust/Axum on megabot:8050)
- ML Pipeline (v15 VIPER, megabot:8053)
- Broker connectors (MT4 / MT5 / cTrader / Match-Trade / Binance / Bybit)
- Signal-source listeners (Telegram / Discord / Email)
Out of scope: third-party broker availability, third-party signal-source uptime (Telegram, Discord), upstream internet and ISP routing, scheduled maintenance windows announced ≥ 48 h in advance.
2. Availability Targets
| Tier | Availability posture | Latency evidence | Contractual remedy |
|---|---|---|---|
| Free / Starter | Best-effort availability | Published when production telemetry is available | none |
| Pro / Advanced | Operational target tracked on the public status page | Environment-specific measurements, not a fixed public guarantee | none unless separately agreed in writing |
| Enterprise | Defined in the signed MSA or Enterprise order form | Defined per customer environment and broker path | Only as specified in the signed Enterprise agreement |
Availability and latency depend on broker availability, account configuration, regional routing and third-party signal sources. Public numbers are published only when backed by production telemetry.
3. Incident Severity & Response
| Severity | Definition | Acknowledgement | Status update | Resolution target |
|---|---|---|---|---|
| P0 — outage | Service unreachable; all trades blocked | 15 min | every 30 min | best-effort restoration target |
| P1 — degraded | Trades succeed but ≥ 1 broker disconnected, or latency materially degraded versus its normal production range | 1 h | every 2 h | best-effort restoration target |
| P2 — partial | UI bug, single feature broken, no trade impact | 1 business day | on resolution | next sprint |
| P3 — minor | Cosmetic, doc errors | 2 business days | on resolution | next minor release |
4. Maintenance Windows
We perform planned maintenance during the FX weekend window (Fri 22:00 UTC → Sun 22:00 UTC). Crypto-broker connectors may experience short interruptions during these windows; we announce them ≥ 48 h in advance via the in-app banner and pipsync.io/status.
5. Enterprise Credits
Subscriptions do not include automatic downtime credits. Enterprise customers may receive contract-specific credits or remedies only where those terms are written into their signed MSA or order form. Billing questions can be sent to support@pipsync.io.
6. Exclusions
The SLA does not apply to outages caused by:
- Force majeure (war, sanctions, natural disaster, pandemic shutdowns).
- Customer-side errors (broker password change, API-key expiry, KYC suspension).
- Third-party broker outages or sanctions (e.g. Startrader 403 incident).
- Third-party signal-source disruptions (Telegram, Discord).
- DNS or upstream-ISP issues outside our infrastructure.
- Customer abuse triggering our rate-limits or AUP suspension.
- Beta features, feature flags, and any preview channel.
7. Escalation
For an active P0 outside our acknowledgement window, escalate to oncall@pipsync.io. Enterprise customers receive a direct contact where their MSA provides one.
8. Changes
We may update these targets as production telemetry matures. Binding Enterprise SLA changes follow the notice and change-control terms in the signed agreement. Subscription cancellation and refund rules are described in our Refunds Policy.