Service Level Agreement
Applies to Business and Enterprise plans · Last updated: April 23, 2026
1. Uptime commitment
SnapSharp commits to 99.9% monthly uptime for the /v1/* API endpoints on the Business plan. Enterprise plans may include a custom uptime target agreed in writing. Free and Starter plans are provided without a service level commitment.
Uptime is calculated per calendar month as: (total minutes − downtime) / total minutes × 100. "Downtime" means a period of five or more consecutive minutes during which the API returns a 5xx error rate above 10% on production endpoints, as measured by our external uptime monitor (UptimeRobot or equivalent third-party service).
2. Service credits
If we fail to meet the committed uptime in a given billing month, eligible Business and Enterprise customers may request a service credit against a future invoice according to the following schedule:
| Monthly uptime | Service credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of the affected month's subscription fee |
| < 99.0% | 25% of the affected month's subscription fee |
The maximum credit payable for any single billing month is capped at 100% of that month's subscription fee, and credits are only calculated against the month in which the incident occurred — no retroactive credits are issued beyond that single billing month.
Service credits are applied as a reduction against a future invoice and are not payable as cash refunds. Credits have no monetary value outside of the SnapSharp billing system, are non-transferable, and expire if the account is cancelled before the next invoice is issued. Credits apply only to metered overage fees and recurring subscription fees, not to one-time charges, taxes, or third-party fees.
3. Claim procedure
To request a service credit, the account owner must email [email protected] from the account's registered address within 30 days of the end of the billing month in which the incident occurred. The claim must include:
- The affected account email and plan.
- The approximate date, start time, and duration of the disruption.
- A description of how the incident affected your usage (e.g. failed requests, elevated 5xx rate).
We will respond within 10 business days with our calculation of downtime based on our external monitor logs and confirm any credit amount. Claims submitted after the 30-day window are not eligible. Filing a claim is a condition of receiving a credit — credits are not issued automatically.
4. Exclusions
The following are not counted as downtime and do not qualify for service credits:
- Scheduled maintenance announced at least 24 hours in advance via the status page or email.
- Force majeure — events beyond our reasonable control, including but not limited to natural disasters, war, civil unrest, acts of government, or widespread internet outages.
- Third-party dependencies — outages of upstream providers including Cloudflare (DNS/CDN/edge), object storage providers (Cloudflare R2, AWS S3), Lemon Squeezy (billing), Clerk (authentication), and any AI model providers you configure via BYOK.
- Customer-side issues — misconfigured API keys, IP whitelist errors, exceeded plan limits (429 responses), invalid parameters (400 responses), and authentication failures (401/403 responses).
- Target-site failures — captures that fail because the URL you requested is itself slow, unreachable, or blocking automation.
- Beta, preview, or experimental features explicitly marked as such.
- Suspension or termination of your account for violations of the Terms of Service.
5. Incident response
In the event of a service disruption, we will post an initial status update within 30 minutes of detection and continue to post updates until the incident is resolved. Business and Enterprise customers will be notified by email for any incident exceeding 15 minutes of measured downtime. A post-incident summary will be published on the status page within 5 business days for incidents lasting longer than 1 hour.
6. Sole and exclusive remedy
Service credits described in this SLA are your sole and exclusive remedy for any failure by SnapSharp to meet the uptime commitment. This SLA does not expand the liability cap or warranty disclaimers set out in the Terms of Service, which continue to apply in full.
7. Support
Contact our team at [email protected] for SLA-related inquiries. Enterprise customers receive a dedicated Slack channel with a committed response time as specified in their order form.