Legal
Service Level Agreement
Last updated: March 21, 2026
1. Overview
This Service Level Agreement ("SLA") defines the performance targets, monitoring scope, incident response procedures, and service credit policy for MyEcomClaw's managed OpenClaw deployment service.
MyEcomClaw deploys and manages AI agents on your own server. This SLA covers our management and maintenance of those agents — not the underlying infrastructure that you provision through your hosting provider.
This SLA applies to all paid subscription plans (Starter, Growth, Scale) and is effective for the duration of your active subscription.
2. Uptime Target
| Metric | Target |
|---|---|
| Agent availability | 99.5% monthly uptime |
| Measurement period | Calendar month |
| Allowed downtime | ~3.65 hours per month |
The 99.5% uptime target covers the availability and correct functioning of your AI agents as managed by MyEcomClaw on your server. Uptime is measured from our monitoring systems and calculated as:
Uptime % = ((Total minutes in month - Downtime minutes) / Total minutes in month) x 100
Scheduled maintenance windows (communicated at least 24 hours in advance) are excluded from downtime calculations.
3. Response Times by Plan
When an issue is reported or detected by our monitoring, MyEcomClaw commits to the following initial response times based on severity and your plan:
| Severity | Starter | Growth | Scale |
|---|---|---|---|
| Critical Agent completely down | 12 hours | 6 hours | 2 hours |
| High Degraded performance | 24 hours | 12 hours | 4 hours |
| Normal General questions, minor issues | 48 hours | 24 hours | 8 hours |
3.1 Severity Definitions
- Critical: One or more agents are completely non-functional. No orders are being processed, inventory is not syncing, or customer support responses have stopped entirely.
- High: Agents are running but with degraded performance. Slower-than-normal response times, intermittent failures, partial data sync issues, or one agent down while others function.
- Normal: General questions, configuration change requests, minor cosmetic issues, non-urgent feature requests, or reporting inquiries.
3.2 Response vs. Resolution
The times above are initial response times — the time until a MyEcomClaw team member acknowledges your issue and begins investigation. Resolution time depends on the nature and complexity of the issue. We aim to resolve critical issues within 4 hours of acknowledgment for Scale plans and within 24 hours for all plans.
4. What We Monitor
MyEcomClaw continuously monitors the following aspects of your deployment:
| Category | What We Check |
|---|---|
| Server health | CPU, memory, disk usage, process status, Docker container state |
| Agent status | Each agent's running state, error rates, queue depth, last-action timestamp |
| API connectivity | Shopify API connection, LLM API responses, Composio tool availability |
| Sync accuracy | Order data consistency, inventory count matching, webhook delivery |
| Security | VPN tunnel status, unauthorized access attempts, SSL certificate expiry |
Monitoring is performed via our Tailscale VPN connection to your server. All monitoring data is used solely for service management and is not shared with third parties.
5. Incident Response
When an issue is detected — either through our monitoring or reported by you — we follow a structured incident response process:
Step 1: Detection & Acknowledgment
- Automated monitoring alerts trigger within minutes of an anomaly
- You receive a notification via your preferred channel (email or Slack)
- A MyEcomClaw team member acknowledges and begins investigation within the response time for your plan
Step 2: Diagnosis & Notification
- We identify the root cause and determine if the issue is within our scope
- You receive a status update with our assessment and estimated time to resolution
- If the issue involves a third-party service (Shopify, LLM provider, hosting), we notify you and escalate where possible
Step 3: Resolution
- We implement the fix on your server via our secure VPN access
- We verify that agents are functioning correctly and data integrity is maintained
- You receive a resolution confirmation
Step 4: Post-Mortem (Critical & High only)
- For critical and high-severity incidents, we provide a written post-mortem within 5 business days
- The post-mortem includes: root cause analysis, timeline of events, impact assessment, and preventive measures implemented
- Growth and Scale customers receive a debrief call upon request
6. Exclusions
The following events are outside our SLA and do not count toward downtime calculations or trigger service credits:
| Exclusion | Why |
|---|---|
| VPS / hosting provider outages | Your server is managed by your hosting provider (Hetzner, DigitalOcean, etc.). Their uptime is governed by their own SLA. |
| LLM API outages | OpenAI or Anthropic service disruptions are outside our control. Agents may be unable to process AI actions during these events. |
| Shopify API changes or outages | Shopify platform downtime, API deprecations, or breaking changes. We adapt as quickly as possible when these occur. |
| Customer-caused issues | Unauthorized server modifications, revoked API keys, deleted configurations, or actions that break agent functionality. |
| Force majeure events | Natural disasters, government actions, internet infrastructure failures, or other events beyond reasonable control. |
| Scheduled maintenance | Pre-announced maintenance windows (24-hour notice minimum). Emergency security patches may be applied without prior notice. |
While excluded events don't trigger SLA credits, we still actively help during third-party outages — monitoring the situation, restarting agents when the service recovers, and keeping you informed.
7. Service Credits
If MyEcomClaw fails to meet the 99.5% uptime target in a given calendar month (excluding events listed in Section 6), you are entitled to service credits applied to your next invoice.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.4% | 10% of monthly subscription fee |
| 98.0% – 98.9% | 20% of monthly subscription fee |
| 97.0% – 97.9% | 30% of monthly subscription fee |
| Below 97.0% | 50% of monthly subscription fee |
7.1 Credit Calculation
Service credits are calculated as a percentage of your monthly subscription fee only (setup fees and add-ons are not included in the credit base). Credits are applied as a discount on your next invoice and are not redeemable for cash.
Example: If you are on the Growth plan ($599/month) and uptime drops to 98.5% in a given month, you receive a 20% credit of $119.80 on your next invoice.
7.2 How to Claim
- Email support@myecomclaw.com within 30 days of the affected month
- Include the dates and times of the downtime you experienced
- We will verify against our monitoring data and apply the credit within one billing cycle
7.3 Maximum Credit
Service credits for any single month shall not exceed 50% of your monthly subscription fee for that month. Credits do not carry over to future months and cannot be combined across months.
8. Uptime Reporting
MyEcomClaw provides uptime and performance reports to help you stay informed about your deployment's health:
| Plan | Report Frequency | Includes |
|---|---|---|
| Starter | Quarterly | Uptime percentage, incident summary, agent action counts |
| Growth | Monthly | Uptime percentage, incident details, agent performance metrics, AI credit usage |
| Scale | Monthly | Full report: uptime, incidents, agent metrics, credit usage, optimization recommendations, capacity planning |
Reports are delivered via email. Scale customers may also request a live review call with their dedicated support contact.
9. Contact Us
For SLA-related questions, incident reporting, or credit claims:
- Support: support@myecomclaw.com
- Legal inquiries: legal@myecomclaw.com
- Website: myecomclaw.com
OpenClaw is a trademark of the OpenClaw Foundation. MyEcomClaw is an independent service and is not affiliated with, endorsed by, or sponsored by the OpenClaw project. Shopify is a trademark of Shopify Inc. MyEcomClaw is operated by Space-O Technologies.