How we operate.
What we do, on every store, on every plan. Not marketing language — the actual procedures.
Backups
Hourly on Standard and above, daily on Starter. Kept 30 days. Restores are tested monthly — a backup nobody has restored is not a backup.
Monitoring
Every store is checked every 60 seconds from outside our network, along with SSL certificate expiry. We find out before you do.
Updates
Security releases applied within 7 days. Platform updates go to staging first on plans that have one.
Your data
Products, customers, and orders export to standard formats on request, at any time. Cancel and we hand you a full export within 5 business days.
Down more than four hours in a month, and that month is free.
Downtime is measured by our own monitoring and credited automatically — you don't have to notice, track it, or ask. Planned maintenance is announced in advance and doesn’t count.
Live status
Every store we run is on a public status page at status.aperno.com — uptime, incidents, and resolution times, visible to anyone.
Who you’re working with
Support is answered by the people who build and run the platform — not a first-line queue reading from a script. Response times below are what we commit to and measure ourselves against.
What each plan commits to.
| Plan | Support response | Change work included | Backups |
|---|---|---|---|
| Starter | 3 business days | None | Daily |
| Standard | Next business day | 1 hour a month | Hourly |
| Scale | Same business day | 3 hours a month | Hourly |
A store that’s fully down is treated as urgent on every plan, including Starter. Those response times are for everything else.