Uptime commitment

Merion targets high availability for its client portal, debtor portal, and API. Our hosting infrastructure (Hostinger, behind Cloudflare's CDN and WAF) is designed for continuity. Planned maintenance windows are scheduled during low-traffic periods (typically Saturday nights AEST) and communicated in advance to active creditor clients.

Merion does not currently publish a formal SLA with a percentage uptime guarantee for general access. If your organisation requires an SLA with specific uptime commitments, please contact us at [email protected] to discuss your requirements.

API health

The Merion API exposes a public health endpoint:

https://api.merion.com.au/health

A 200 response with {"status":"ok"} indicates the API is operational. This endpoint can be polled by monitoring tools or integration partners to confirm API availability before making requests. The health endpoint does not require authentication and returns no personal data.

Infrastructure

Merion's application stack is hosted on Hostinger's managed infrastructure, with Cloudflare providing:

DNS — authoritative DNS with short TTLs to allow rapid failover.
CDN — static assets are cached at Cloudflare's global edge, reducing load on origin servers and providing geographic redundancy for public content.
WAF — Cloudflare's Web Application Firewall filters malicious traffic before it reaches Merion's servers. DDoS mitigation is handled at the edge.

Database backups are taken daily and stored in a geographically separate region. See Data Handling for the full backup schedule.

Monitoring

The platform is monitored in real time through several layers:

Application-level monitoring (Sentry) — exceptions and unhandled errors are captured immediately and surfaced to the engineering team. Error payloads are scrubbed of PII before transmission to Sentry.
Self-hosted monitoring (GlitchTip) — an internal GlitchTip instance provides redundant error capture for critical services.
Infrastructure monitoring — server resource utilisation, memory, disk I/O, and network throughput are tracked with alerts for threshold breaches.
Uptime checks — automated external checks verify that key endpoints (including the API health endpoint) are responsive at frequent intervals.

Incident response

When a significant incident is detected:

The on-call engineer is paged immediately via the monitoring alert.
The incident is categorised by severity (P1: total outage, P2: partial degradation, P3: non-critical issue).
For P1 and P2 incidents, the engineering team lead is notified within 15 minutes.
If the incident affects creditor clients or debtor portal access, affected parties are notified by email as soon as the scope is confirmed.
A post-incident review is completed within five business days of resolution, with a summary of root cause and corrective actions.

Dependency resilience

Merion's platform depends on the following third-party services. Known failure modes and our mitigations:

Stripe: Stripe publishes its own status at status.stripe.com. A Stripe outage prevents payment processing; existing account data and case management remain unaffected. Debtors are informed when payment processing is temporarily unavailable.
Cloudflare: A Cloudflare outage would affect DNS and CDN availability. Merion maintains direct server access as a fallback. Major Cloudflare outages are rare and historically brief.
Sentry / GlitchTip: These are monitoring-only services. An outage reduces visibility but does not affect the platform's core functions.
AI providers (Anthropic, OpenAI): AI features are optional and not part of any core collection workflow. An AI provider outage has no effect on standard operations.

Reporting an availability issue

If you are experiencing an unexpected outage or significant degradation when accessing the Merion platform, contact us at [email protected] with a description of what you're seeing and when the issue started. For security-related incidents, see Responsible Disclosure.

Reliability