Service Level Agreement & Incident Handling

Effective 4 October 2026.

No quantified beta SLA

EasyMerge is currently a free public beta. We do not commit to an uptime percentage, response or resolution time, service credit, or fixed support window. A review status, pricing page or guide does not create an implied commitment.

If a paid plan later includes an SLA, it must be published or agreed in writing before it applies. This page does not replace an individual customer agreement.

Review and service status

The dashboard can show a review as Queued, Preparing…, Reviewing…, Completed, Failed or Cancelled. A failed review does not necessarily mean that your repository has a problem; it can result from a limit or temporary dependency failure. See Review lifecycle and Troubleshooting for each state and the available next steps.

EasyMerge has no documented public status page at this time. The dashboard and the pull request's check run are the most accurate source for your review's state.

Reporting an incident

Create a Technical ticket in Help & Support, or choose Report a problem on a review or repository to prefill its context. Include the pull-request or review URL, when it occurred, the displayed status and the impact. The support guide explains attachment limits and content you should not send.

Do not include passwords, access tokens, secrets or exploit payloads in a ticket. Security incidents must follow the vulnerability disclosure process.

How we handle incidents

When enough information is available to investigate, we assess impact, prioritise safe restoration of service and update the ticket when we can. Investigation can include review state, operational logs and relevant dependencies; we do not need your entire repository or secrets to begin.

During an interruption, an in-progress review can fail or be cancelled. Use retry or Scan again where the interface offers it, and do not assume that partial results have been posted inline on GitHub. For updates about a particular installation, follow its support ticket.