Service Level Agreement
Last updated: January 1, 2026
This Service Level Agreement ("SLA") describes the service levels and remedies available to customers of Snappy API on paid plans. This SLA is part of our Terms of Service.
We commit to maintaining 99.9% uptime for our API services on paid plans, measured monthly.
1. Definitions
- "Downtime" means a period when the API returns errors for more than 50% of requests over 5 consecutive minutes.
- "Monthly Uptime Percentage" means (total minutes in month - downtime minutes) / total minutes in month × 100.
- "Service Credit" means a credit applied to your account based on downtime experienced.
2. Service Level Objectives
| Metric | Target |
|---|---|
| API Availability | 99.9% |
| Screenshot Response Time (p95) | < 5 seconds |
| Cached Asset Response Time (p95) | < 100ms |
| AI Extraction Response Time (p95) | < 30 seconds |
| CDN Availability | 99.99% |
3. Service Credits
If we fail to meet our uptime commitment, you are eligible for service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| 90.0% - 95.0% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
4. Credit Request Process
To receive a service credit:
- Submit a request to contact@snappyapi.io within 30 days of the incident
- Include your account email and the dates/times of the outage
- We will verify the claim using our monitoring systems
- Approved credits will be applied to your next billing cycle
5. Exclusions
This SLA does not apply to:
- Free tier accounts
- Features labeled as "beta" or "preview"
- Scheduled maintenance (announced at least 24 hours in advance)
- Issues caused by your code, systems, or third-party services
- Target website unavailability or blocking
- Force majeure events
- Service suspension due to Terms of Service violations
- DDoS attacks or other security incidents beyond our control
6. Our Commitments
To maintain our SLA targets, we commit to:
- 24/7 automated monitoring and alerting
- Redundant infrastructure across multiple availability zones
- Browser pool auto-scaling based on demand
- Regular backup and disaster recovery testing
- Transparent incident communication via status page
- Post-incident reports for major outages
7. Monitoring and Reporting
We use third-party monitoring services to track uptime. Historical uptime data is available on our status page. In case of discrepancy between our records and your observations, we will work together to resolve the issue.
8. Limitations
Service credits are your sole and exclusive remedy for any failure to meet this SLA. The maximum total credits for any billing period shall not exceed 100% of that period's fees. Credits cannot be converted to cash and expire if your account is terminated.
9. Contact
For SLA-related inquiries or to report an incident:
Snappy API, Inc.
Email: contact@snappyapi.io