Service Level Agreement

Our commitment to 99.9% uptime and reliable service

Last Updated: November 6, 2025

Our Commitment

99.9% Monthly Uptime Guarantee (43 minutes max downtime per month)

Automatic Service Credits if we fall short

Real-Time Status Monitoring at status.screenshotpro.io

Table of Contents

1. Definitions

Monthly Uptime Percentage

The percentage of time the ScreenshotPro API is operational and accessible during a calendar month, calculated as:

(Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

Downtime

Period when the ScreenshotPro API returns HTTP 5xx errors (500, 502, 503, 504) or is completely unavailable for more than 1 minute. Measured from our monitoring systems across multiple global locations.

Service Credit

A credit applied to your account for future service usage, calculated as a percentage of your monthly subscription fee for the affected month.

2. Uptime Guarantee

99.9%

Monthly Uptime Guarantee

(Maximum 43 minutes downtime per month)

We guarantee that the ScreenshotPro API will be operational and accessible at least 99.9% of the time each calendar month. This means:

43 min
Max downtime/month
10 sec
Average response time
24/7
Monitoring & support

This SLA applies to all paid plans (Basic, Growth). Free plan users do not receive service credits but benefit from the same infrastructure reliability.

3. Service Credits

If we fail to meet our 99.9% uptime guarantee, you're eligible for service credits:

Monthly Uptime % Service Credit
99.0% - 99.9% 10% of monthly fee
95.0% - 99.0% 25% of monthly fee
Below 95.0% 50% of monthly fee

Important Notes

  • Service credits are applied to future invoices, not refunded as cash
  • Credits expire 12 months from issuance
  • Maximum credit per month is 50% of your subscription fee
  • Credits are calculated on your base subscription fee (excluding overages)

4. Exclusions

This SLA does not apply to downtime caused by:

×

Scheduled Maintenance

Announced at least 24 hours in advance via email and status page. We schedule maintenance during low-traffic periods (typically 2-4 AM UTC) and limit to maximum 2 hours per month.

×

Force Majeure

Events beyond our control: natural disasters, wars, acts of terrorism, internet backbone failures, government actions, or pandemics.

×

Third-Party Service Failures

Outages of critical dependencies (Cloudflare CDN, Stripe payments, DNS providers) that are beyond our control. We use redundant systems where possible but cannot guarantee third-party uptime.

×

User Error or Abuse

Issues caused by incorrect API usage, exceeding rate limits, providing invalid parameters, or abusive behavior triggering security measures.

×

Beta or Preview Features

Features explicitly marked as "beta," "preview," "alpha," or "experimental" are not covered by this SLA.

5. How to Claim Service Credits

Good news: Service credits are applied automatically when we detect uptime below 99.9%. You don't need to file a claim.

Automatic Credit Process

  1. 1
    We Monitor: Our systems continuously track API uptime from multiple global locations using independent monitoring services.
  2. 2
    We Calculate: At the end of each month, we calculate the Monthly Uptime Percentage for all paid accounts.
  3. 3
    We Credit: If uptime falls below 99.9%, we automatically apply service credits to affected accounts within 5 business days.
  4. 4
    You're Notified: You'll receive an email explaining the credit amount, reason, and how it will be applied to your next invoice.

Manual Claims

If you believe you experienced downtime that wasn't automatically credited:

  • Email support@screenshotpro.io within 30 days of the incident
  • Include: Date/time of downtime, error messages, and any logs or screenshots
  • We'll investigate and respond within 5 business days
  • If confirmed, credits will be applied to your account

6. Monitoring & Transparency

Real-Time Status

We believe in transparency. Check our real-time status at:

status.screenshotpro.io →

Subscribe to updates via email, Slack, or RSS to receive instant notifications of any incidents or maintenance windows.

What We Monitor

API Endpoints

  • • Screenshot capture endpoints
  • • Authentication endpoints
  • • Usage tracking endpoints
  • • Health check endpoints

Performance Metrics

  • • Response times (p50, p95, p99)
  • • Error rates
  • • Screenshot quality
  • • Cache hit rates

Infrastructure

  • • Server health
  • • Database connectivity
  • • Storage availability
  • • Network latency

Geographic Coverage

  • • North America
  • • Europe
  • • Asia-Pacific
  • • South America

7. Support Response Times

In addition to uptime, we guarantee support response times based on issue severity:

Critical (Service Down)

Complete service outage or data loss affecting all users

1 hour
First response

High (Major Impact)

Significant functionality impaired, affecting multiple users

4 hours
First response

Medium (Partial Impact)

Minor functionality issues, workaround available

24 hours
First response

Low (General Questions)

Questions, feature requests, documentation

48 hours
First response

Note: Response times are for first acknowledgment, not full resolution. Complex issues may require additional time to resolve.

8. Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated via:

  • Email notification at least 30 days in advance
  • Prominent notice on our status page
  • Updated "Last Updated" date at the top of this page

Continued use of the service after changes constitutes acceptance of the updated SLA.

Have questions about our SLA?

Contact Support View Status Page Terms of Service