Service Standards

Website & platform availability

The website, public APIs, and checkout flow are monitored continuously by Uptime Kuma with one-minute sampling. Downtime, degraded-performance windows, and planned maintenance are posted on the status page within about 15 minutes of detection, and remain in the incident archive afterwards.

Historical availability is typically well above 99% month-over-month. Upstream provider outages (Cloudflare, Hetzner, Twitch / Kick platform APIs, payment processors) are reported as separate components on the status page and are not counted against our own availability — they are part of the reality of running on top of third-party infrastructure.

Delivery measurement — how "delivered" is defined

Streamrise is a statistical delivery service. Viewer, follower, and chatter delivery is measured against observable platform metrics — Twitch Helix API viewer counts, Kick channel concurrent-viewer reads, public follower lists — during the window declared at checkout. We do not claim per-session outcome guarantees that depend on factors outside our infrastructure (channel content, audience mood, platform policy changes).

• Affiliate-Safe viewer orders aim to match the ordered quantity within normal delivery variance for most of the session; retention is spread to resemble organic-viewer behaviour rather than a flat concurrent block.
• Standard and Cheap-tier viewer orders fulfill the purchased quantity; per-session retention is best-effort and is documented at checkout rather than promised.
• Typical fulfillment of a paid viewer order begins within roughly a minute and a half; longer spin-up windows, when they happen, are logged and visible in the customer dashboard.

What is not guaranteed

• Outcomes on Twitch or Kick — Affiliate / Partner approval, chat engagement, follower retention after delivery completes. These depend on your channel content and the platforms' evolving policies, not on our infrastructure.
• Specific per-session retention numbers — retention is a statistical distribution. Averaged across the session + tier it is measurable; promised per-session it is not.
• Availability of Twitch or Kick itself — if the upstream platform is down, our delivery cannot reach it. Those outages are tracked as separate components on the status page.

Incident response

Monitors alert our ops team on Telegram and email when a service goes into a degraded or down state. For user-visible incidents we post an initial note to the status page, keep it updated as we learn more, and publish a short post-mortem once the incident is resolved. We aim to keep users informed rather than silent — posting the symptom early is usually more useful than waiting for a full root cause.

Severity levels and expected resolution cadence:

• Sev-1 — site down, checkout broken, active delivery stalled. Worked with priority; most Sev-1s resolve in hours.
• Sev-2 — degraded performance, partial feature outage. Worked during business hours; typical resolution within a day.
• Sev-3 — cosmetic or low-impact. Scheduled into the regular work queue.

Refunds & balance credits

If a paid order doesn't deliver as described, the simplest path is a support ticket with your order ID. Most delivery-side issues are resolved by replay, top-up, or balance credit on a case-by-case basis — we aim to leave customers whole without requiring a chargeback. The full refund rules, including the digital-service carve-outs and how to raise a dispute, live at /refund-policy.

Platform-side issues outside our infrastructure (Twitch / Kick policy changes after order acceptance, account actions taken by the platform) are handled individually — the outcome depends on what actually happened, not on a fixed formula.

Contact

Support: support@stream-rise.com — typical first response within a few business hours, with full resolution depending on the nature of the issue.

API-integrated resellers: api@stream-rise.com.

Status + incident archive: status.stream-rise.com.