Service Level Agreement
This SLA applies to paid Growth and Enterprise subscriptions and is the sole and exclusive remedy for availability failures.
Commitment
| Component | Growth | Enterprise |
|---|---|---|
| Redirect edge (tracking & smart links) | 99.95% | 99.99% |
| SDK / postback ingestion APIs | 99.9% | 99.95% |
| Dashboard & reporting | 99.5% | 99.9% |
Service credits
Monthly uptime below the commitment entitles you to a credit against future fees: 10% for uptime ≥ 99.0%, 25% for ≥ 95.0%, 50% below 95.0%, capped at 50% of the monthly fee for the affected component. Credits must be claimed within 30 days with supporting logs, are not refunds, and are the only remedy.
Exclusions
Scheduled maintenance (notified 48 hours in advance, max 4 hours/month), force majeure, DDoS or attacks exceeding reasonable mitigation, outages of advertising platforms, app stores, DNS registrars, upstream networks or customer infrastructure, customer misconfiguration or breach, beta features, and suspension under the Terms.
Support
Growth: 24×5 email, P1 response 4 hours. Enterprise: 24×7, P1 response 30 minutes, named technical account manager.