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Service status

We operate a public status page where we publish incidents, maintenance windows, and operational metrics.

Status page​

https://status.neuroon.ai

There you'll find:

  • Real-time status of the services (API Widget, API Plugin, Dashboard, Widget CDN).
  • History of incidents and relevant post-mortems.
  • Scheduled maintenance notices.

SLA policy​

  • We don't publish a contractual SLA with an uptime percentage outside of Enterprise contracts. We work with continuous observability and resolve incidents with priority, but we don't commit to figures like 99.9% or 99.95% by default.
  • The Enterprise plan includes a negotiable SLA. Talk to your commercial contact if you need it.

Reporting an incident​

When you detect behavior that looks like a fault:

  1. First check https://status.neuroon.ai. If there is an open incident that matches your symptoms, wait for the official update.
  2. If no public incident is listed, open a ticket with Support including the following information:
  • Environment: Production or Development.
  • Shop ID.
  • request id if your HTTP client logs it (X-Request-ID header).
  • timestamp from the body of the error response.
  • Endpoint (e.g. POST /api/plugin/shops/.../products/sync).
  • Anonymized payload (no PII, no keys).
  • Exact response, including X-RateLimit-* headers if applicable.
  1. For incidents with widespread impact (API outages, extreme latencies), we prioritize response during European business hours. Enterprise customers have escalation paths outside business hours.

Scheduled maintenance​

  • We give at least 48 h advance notice.
  • It is published on https://status.neuroon.ai and emailed to account administrators.
  • Whenever possible, we schedule it during low-traffic windows (European nights).

Further reading​

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