Reliability & Uptime Statement
Last Updated: 6 January 2026
At Liva 7, we understand that reliability and uptime are critical to your business operations. This statement outlines our commitment to maintaining a stable, resilient platform that supports your customer engagement needs with minimal disruption.
Our Commitment to Reliability
Liva 7 is built on a foundation of stability, scalability, and resilience. We design our systems to deliver consistent performance and minimize service interruptions, ensuring your AI-powered customer interactions remain seamless and effective.
While we strive for maximum uptime, we recognize that no system is immune to occasional disruptions. This statement provides transparency about how we approach reliability, monitor our infrastructure, and respond to incidents.
System Design Principles
Our platform is architected with the following principles:
- Stability: We use proven technologies and follow industry best practices to ensure consistent service delivery.
- Scalability: Our infrastructure is designed to handle varying loads and scale dynamically to meet demand.
- Resilience: We implement redundancy and failover mechanisms to minimize the impact of component failures.
- Performance: We continuously optimize our systems to deliver fast response times and smooth user experiences.
Uptime Expectations
We aim to maintain high availability for the Liva 7 platform. While we do not provide formal uptime guarantees or service level agreements in this statement, we are committed to delivering reliable service and minimizing disruptions.
Our target is to maintain uptime levels that support your business operations effectively. For specific SLA commitments, please refer to our
Support & SLA Policy.
Monitoring and Alerting
We continuously monitor our infrastructure and application performance using:
- Real-time system health checks and performance metrics
- Automated alerting systems that notify our team of potential issues
- Application performance monitoring to track response times and error rates
- Infrastructure monitoring to detect hardware or network anomalies
These monitoring systems enable us to identify and address issues proactively, often before they impact your experience.
Incident Response
When service disruptions occur, we follow a structured incident response process:
- Detection: Our monitoring systems alert the team to potential issues immediately.
- Assessment: We quickly evaluate the scope and impact of the incident.
- Communication: We notify affected merchants through appropriate channels.
- Resolution: Our team works to restore service as quickly as possible.
- Post-Incident Review: We analyze incidents to prevent recurrence and improve our systems.
Our goal is to minimize downtime and keep you informed throughout any service disruption.
Maintenance Windows
To maintain and improve our platform, we occasionally perform scheduled maintenance. Our approach to maintenance includes:
- Scheduling maintenance during low-traffic periods whenever possible
- Providing advance notice of planned maintenance that may affect service availability
- Minimizing the duration and impact of maintenance activities
- Performing most updates with zero downtime through rolling deployments
We continuously work to reduce the need for disruptive maintenance through improved deployment practices and infrastructure design.
Third-Party Dependencies
Liva 7 relies on several trusted third-party services to deliver our platform:
- Shopify Platform: Our app integrates with Shopify's infrastructure, and service availability may be affected by Shopify's platform status.
- Cloud Hosting Providers: We use enterprise-grade cloud infrastructure with built-in redundancy and high availability.
- AI Service Providers: Our AI capabilities depend on reliable third-party AI services and APIs.
- Content Delivery Networks: We use CDNs to ensure fast, reliable content delivery globally.
While we carefully select partners with strong reliability track records, service disruptions at third-party providers may occasionally affect Liva 7's availability. We monitor these dependencies and work with providers to resolve issues quickly.
Data Integrity and Redundancy
Protecting your data is a core component of our reliability commitment:
- We implement automated backup systems to protect against data loss
- Data is stored with redundancy across multiple availability zones
- We regularly test our backup and recovery procedures
- Database replication ensures data availability even during infrastructure issues
For more information about our data protection practices, please see our
Security Policy and
Data Processing Agreement.
Merchant Responsibilities
To ensure optimal reliability, we ask merchants to:
- Maintain a stable internet connection for accessing the Liva 7 platform
- Use supported browsers and keep them updated to the latest versions
- Configure Liva 7 settings correctly according to our documentation
- Report any issues or unusual behavior promptly to our support team
- Follow our usage guidelines and avoid practices that may impact system performance
Proper configuration and responsible usage help ensure the best possible experience for all Liva 7 users.
Service Status Communication
We keep merchants informed about service status through multiple channels:
- Status Page: Real-time updates on system status and ongoing incidents
- Email Notifications: Direct communication about significant service disruptions
- In-App Notifications: Alerts within the Liva 7 dashboard when relevant
- Support Channels: Our support team is available to answer questions about service status
We aim to provide timely, transparent communication about any issues affecting service availability.
Continuous Improvement
Reliability is an ongoing commitment. We continuously invest in:
- Infrastructure upgrades and optimization
- Enhanced monitoring and alerting capabilities
- Improved deployment processes and automation
- Regular disaster recovery testing and refinement
- Performance optimization and capacity planning
We learn from every incident and use those insights to strengthen our platform and prevent future issues.
Updates to This Statement
We may update this Reliability & Uptime Statement periodically to reflect changes in our practices, infrastructure, or services. When we make significant changes, we will:
- Update the "Last Updated" date at the top of this page
- Notify merchants through email or in-app notifications when appropriate
- Provide a summary of material changes in our communications
We encourage you to review this statement periodically to stay informed about our reliability practices.
Questions or Concerns
If you have questions about our reliability practices, experience service issues, or need assistance, please contact us:
Email:
support@liva7.com
Our support team is here to help ensure you have a reliable, positive experience with Liva 7.
