Shakewell Wallet

Service Level Agreement

What we commit to, by plan.

Uptime targets, response times, and credit policy. Live status at status.shakewellwallet.com. Last updated June 2026.

Uptime by plan

Starter

Uptime target
99%
Service credit
No credit

Growth

Uptime target
99.5%
Service credit
10% monthly credit if breached

Scale

Uptime target
99.5%
Service credit
25% monthly credit if breached

Enterprise

Uptime target
99.9%
Service credit
50% monthly credit if breached + named escalation contact

Support response time

Starter

First response
Within 1 business day
Coverage
Standard support queue

Growth

First response
Under 8 hours
Coverage
Business-hours coverage

Scale

First response
Under 4 hours
Coverage
Extended-hours coverage

Enterprise

First response
Under 1 hour for P0 incidents
Coverage
24/7 on-call with named escalation

What counts as downtime

Downtime is any period in which the Shakewell Wallet API is returning 5xx errors to a majority of valid requests, or pass-update operations are failing to propagate to Apple Wallet and Google Wallet. Excluded: scheduled maintenance announced at least 48 hours in advance, force majeure events, customer-side networking or credential issues, and outages of customer-controlled integrations.

How to claim credits

If you believe an SLA has been breached, email billing@shakewellwallet.com within 30 days of the incident, citing the date, duration, and impact. We cross-check against our internal monitoring and the status page, then apply approved credits to your next invoice. Credits are not paid in cash.

Live status and historical uptime live at status.shakewellwallet.com (coming soon). For SLA questions email legal@shakewellwallet.com, or see the Trust Center for related documents.

Trust + product

Build with the wallet platform your security team can sign off on.

Set up takes minutes. No credit card required to start a free trial.

Start free trialTalk to sales