Omnibus Price History for Shopify
Last updated: 14 September 2026 · Effective: 14 September 2026
This SLA states what we commit to on availability, processing and support, what is excluded, and what you get if we miss. It forms part of the Terms of Service and uses the definitions set out there.
Contents
This SLA applies to the following, in production, for a Store on a paid plan:
The following are explicitly outside the Covered Services:
We commit to a Monthly Uptime Percentage of at least 99.5% for the Covered Services, measured per calendar month. That allows approximately 3 hours 39 minutes of Downtime in a 30-day month.
Downtime means a period during which the Covered Services are unavailable to your Store: the merchant interface does not load, the App API returns server errors for substantially all requests, or scheduled processing cannot run at all. Degraded performance that still completes, and errors affecting a single request or a single product, are not Downtime.
Monthly Uptime Percentage = (Total Minutes in the month − Downtime Minutes) ÷ Total Minutes in the month, expressed as a percentage and rounded to two decimal places.
Downtime is measured from our own monitoring of the Covered Services — error rates, failed executions and alarms — and begins at the earlier of the first failed check and the time you report the incident to us. It ends when the Covered Services are restored. We will provide the underlying figures on request when you make a credit claim.
We do not currently publish a real-time status page. If we introduce one, its measurements will govern in place of the above from the date it goes live.
| Commitment | Target |
|---|---|
| Scheduled run starts | Within 2 hours of its scheduled time on at least 99% of scheduled days in a month. |
| Run completes (catalogues up to 70,000 variants) | Within 4 hours of starting, on at least 95% of runs in a month. |
| Run completes (catalogues above 70,000 variants) | Processed in chunks; no completion target, because throughput depends on Shopify’s bulk operation limits. |
| Failed run retried | A transient failure is retried automatically, normally within one hour. A run that then fails again is recorded and investigated. |
| Data durability | Store Data is held in managed AWS services with built-in replication. Point-in-time recovery is enabled on the stores that hold your account and price history. |
A missed processing target does not by itself trigger a service credit unless it also amounts to Downtime under section 2. Its remedy is that we investigate and re-run.
Channels.
Hours. Support is staffed 09:00–17:00 Europe/Helsinki, Monday to Friday, excluding Finnish public holidays. A business hour falls inside that window; a business day is a day on which that window occurs. A request that arrives outside the window is treated as arriving at the start of the next one.
Language. Support is provided in English and Finnish.
Limits. The in-app inbox enforces a cap on open threads per Store and on messages per thread, and closes an answered thread automatically after 14 days of silence. Replying to a closed thread reopens it; nothing is lost.
We set the severity on receipt, using the definitions below, and will tell you if we reclassify. The target is the time to a first substantive response from a person, not the time to a fix — a fix time depends on the cause and often on Shopify.
| Severity | Meaning | First response | Then |
|---|---|---|---|
| S1 — Critical | The App is unusable for your Store, or it is publishing materially incorrect Reference Prices across your catalogue, or a security vulnerability is reported. | 8 business hours | Continuous effort during business hours until a fix or a workaround is in place; status update at least daily. |
| S2 — Major | A core function is broken or materially degraded, but a workaround exists. Scheduled processing has not run for more than 48 hours. | 1 business day | Status update every 2 business days until resolved. |
| S3 — Minor | A non-core function is broken, a single product or variant is wrong, or the behaviour is unexpected but not blocking. | 3 business days | Scheduled into ordinary development. |
| S4 — Question | How-to questions, configuration help, feature requests, billing questions. | 5 business days | Answered; feature requests logged without commitment. |
The App states a target of 24 hours for a first reply in the in-app inbox. That is the standard target across S2 to S4 and we aim to beat it; where this table is stricter, this table governs.
If we miss the availability commitment in a calendar month, you may claim a credit against the fees for the affected Store.
| Monthly Uptime Percentage | Credit |
|---|---|
| 99.5% or above | None |
| 99.0% to below 99.5% | 10% of that month’s fee |
| 95.0% to below 99.0% | 25% of that month’s fee |
| Below 95.0% | 50% of that month’s fee |
How to claim.
Service credits are your sole and exclusive financial remedy for any failure to meet the commitments in this SLA. Section 15 of the Terms of Service continues to apply to everything else.
The following do not count as Downtime and do not give rise to a credit:
The App is deployed continuously and ordinary releases do not take it offline. We do not expect to need maintenance windows.
Where one is unavoidable, we will announce it at least 5 business days in advance in the App and by email, schedule it outside 07:00–21:00 Europe/Helsinki where we can, and keep it to no more than 4 hours in any calendar month. Announced maintenance inside those limits is excluded from the availability calculation; anything beyond them is not.
We may carry out emergency maintenance without notice where it is needed to protect the security or integrity of the service. We will tell you as soon as practicable. Time lost to emergency maintenance counts as Downtime.
These commitments assume that you:
For an incident we believe affects multiple merchants, we will post an update in the App and email affected Stores, update it as the picture changes, and confirm when it is resolved. For an S1 incident we will provide a written summary of cause and remediation within 10 business days of resolution, on request.
We may amend this SLA. A change that reduces a commitment takes effect no earlier than 30 days after we notify you in the App or by email, and never during a period already paid for. Other changes take effect when published. The date at the top of this page is the date of the current version.
Support and credit claims: support-omnibus@paloheyna.com. Security reports: legal-omnibus@paloheyna.com. Contract questions: legal-omnibus@paloheyna.com.