Service Reliability
Our Commitment
Commission data is mission-critical: the numbers in SplitRun directly determine how much your sales reps get paid each month. When something goes wrong with that data — whether it's a calculation issue, a vendor file that imports oddly, or an outage on our side — speed and honesty matter more than spin. This page describes how we handle those moments.
Response Targets
For any issue that affects commission calculations, payouts, or report delivery, we aim to:
- Acknowledge within 1 business hour — you hear from a human, not an autoresponder.
- Provide a fix or rollback within 24 hours — if a full fix takes longer, we revert to the previous known-good state and keep you reporting on time.
- Send a written root-cause summary within 5 business days — what happened, why, and what changed to prevent recurrence.
What You Can Expect When Something Goes Wrong
- Direct notification. Affected customers hear from us before they hear from their reps. We don't wait for you to discover the issue.
- Plain-language updates. No jargon, no PR-speak. What broke, what we're doing, when we expect resolution.
- A clear timeline. If the estimate slips, we tell you immediately and re-baseline.
- A written post-incident summary. Once resolved, we send a short write-up of the root cause and the preventive measures we put in place.
Recovery Posture
We treat recovery as a first-class capability, not an afterthought:
- Daily database backups retained by our infrastructure provider (Supabase), with documented restore procedures.
- Tested restore drills. We periodically rehearse restoring data from backup so the runbook works under pressure.
- Period locking + frozen snapshots. Once you lock a month's commission run, the underlying snapshot is immutable. Later configuration changes cannot silently alter what you locked.
- Staged deployments. All code changes ship to a staging environment first and pass automated checks before reaching production.
Audit Trail
Every configuration change inside SplitRun is logged: who made the change, when, and what the old and new values were. The full activity log is visible to admins under Settings → Activity. If you ever ask "why did this number move?", we can answer with a paper trail.
How to Report an Incident
Email support@splitrun.io with:
- The period and agent (or merchant) affected.
- A short description of what you observed versus what you expected.
- Any screenshots or downloaded reports that help us reproduce the issue.
We monitor this inbox during business hours (9am–6pm Pacific, Monday–Friday). After-hours issues affecting payout calculations are still answered the next business morning at the latest — and usually much sooner.
Status & History
We do not yet publish a real-time status page. As we grow, we will add one. In the meantime, if you suspect an outage, email us — we will confirm the state of the system and post an update directly to affected customers.