Service Level Agreement
Last Updated: 20th October 2025
1. Purpose
Section titled “1. Purpose”Smartix. It applies to all Smartix services, including Smartix Studio, Smartix API, Smartix Scan, and related systems. Our goal is to provide a reliable, high-performance platform for creating, issuing, and managing Apple and Google Wallet passes.
2. Service Availability
Section titled “2. Service Availability”Smartix is hosted on Amazon Web Services (AWS) using a scalable, multi-zone setup designed for resilience and uptime. Our target availability is 99.9% per calendar month, excluding planned maintenance and issues beyond our control. We monitor performance and system health continuously. In the unlikely event of an outage, we act immediately to restore service.
3. What’s Outside Our Control
Section titled “3. What’s Outside Our Control”Some parts of the Smartix system rely on third-party services. These include:
-
Amazon Web Services (AWS) – hosting, networking, database and storage.
-
Google Wallet API and Apple Wallet infrastructure – for pass creation, delivery, and updates.
-
Notification delivery systems – Apple and Google push notification networks.
If any of these services experience problems, this may affect Smartix availability or delay updates to wallet passes.
These events are outside our direct control and are not counted towards our uptime calculation.
To reduce the impact of external issues, Smartix includes a backup queue system. If Google’s Wallet API is unavailable, affected passes are placed into a retry queue and automatically re-submitted until successful.
4. Planned Maintenance
Section titled “4. Planned Maintenance”We occasionally need to perform maintenance or upgrades to keep Smartix fast and secure. Whenever possible, we will:
- Announce maintenance in advance within Smartix Studio or via email
During maintenance, parts of the platform may be temporarily unavailable.
- Carry out updates during off-peak hours.
5. Scaling and Performance
Section titled “5. Scaling and Performance”Smartix is designed to handle demand automatically. Our systems scale dynamically using AWS Lambda and CloudFront to maintain consistent performance, even during busy periods. We also monitor database capacity and increase resources as needed.
6. Support and Issue Handling
Section titled “6. Support and Issue Handling”Support is provided through Smartix Studio. We aim to:
- Respond to help or general support requests within 2 business days
- Address critical issues (for example, a service outage) as soon as possible 24/7.
Support request should be raised via the support page in Smartix Studio studio.smartix.uk/support You can also Find documentation, guides, and troubleshooting information on www.smartix.uk.
7. Service Credits
Section titled “7. Service Credits”We do not offer Financial compensation for downtime. In some cases, if an outage is clearly due to an error on our side, Smartix may offer account credits at our discretion. Credits are generally reserved for customers on monthly or enterprise contracts, not for Pay-As-You-Go or free users.
8. API Versioning and Upgrades
Section titled “8. API Versioning and Upgrades”When we release a new API version, it runs alongside the existing version. You can continue using the current version while testing or switching to the new one. If you Find an issue, you can revert to the older version until you’re ready to upgrade. This approach ensures minimal disruption and avoids forced downtime during updates.
9. Limits of Liability
Section titled “9. Limits of Liability”While we take every reasonable measure to maintain high availability and data integrity, Smartix cannot be held responsible for downtime or data loss caused by third-party failures, force majeure events, or misuse of the system. Nothing in this SLA alters or overrides the Smartix Terms of Service.
10. Updates to this SLA
Section titled “10. Updates to this SLA”We may update this SLA from time to time to reflect changes in technology, infrastructure, or business operations.