SLA policy
This page is the contractual SLA the Terms of Service Section 9.2 refers to as "published separately". It documents which tiers carry a contractual SLA, how we measure uptime, what counts as an "incident," and the credit mechanics when we fail to meet the commitment. Enterprise contracts can negotiate a tier-specific SLA addendum that supersedes this page.
Which tiers carry a contractual SLA
Per the Terms of Service Section 9.1, the Free, Manual-ladder
(Personal, Team, Agency), API Starter, and API Builder tiers are
provided without a contractually-binding
service level agreement: Driftstack uses commercially reasonable
efforts to maintain availability, but does not commit to a
specific uptime percentage at these tiers. Per Section 9.2, the
API Scale and Enterprise tiers carry the contractual SLA on
this page. Tier ids below match the AccountTier
enum the API uses; see GET /v1/account/me.
| Tier | Monthly availability | Max allowed downtime / month | Severity-1 first response |
|---|---|---|---|
free / solo_manual / team_manual / agency_manual / api_starter / api_builder | — | (no contractual SLA — best effort, ToS §9.1) | — |
api_scale | 99.9% | ~43m | 4 hours |
enterprise | 99.9% | ~43m | 1 hour |
The Severity-1 first-response column is the ToS §9.2 grant verbatim: a "first-response SLA on Severity-1 incidents of four (4) hours on API Scale and one (1) hour on Enterprise". The severity ladder itself is defined in the incident communication policy.
Tier upgrades take effect immediately on payment confirmation; SLA credit accruals reset at the boundary so a mid-month upgrade into an SLA-carrying tier does not retroactively apply the commitment.
What's covered
The SLA applies to these public surfaces:
https://api.driftstack.dev/*— every documented endpoint.https://app.driftstack.dev/*— the customer dashboard.- The live-view streaming endpoints for an active session.
What's NOT covered
- Scheduled maintenance windows announced >72h in advance on status.driftstack.dev. Maintenance windows are capped at 4h/month and rarely triggered (most deploys are zero-downtime rolling restarts).
- Failures attributable to a customer-supplied
target_url, profile state, or script — those affect that session's success rate, not Driftstack's availability. - Sub-processor outages we cannot route around: NowPayments IPN delivery, Stripe Checkout, Postmark email. We surface the impact + the upstream status page link on status.driftstack.dev.
- Force majeure: regional cloud-provider failures, large-scale DDoS against shared infrastructure, government-mandated shutdowns. We still publish the incident; it just does not accrue SLA credits.
How we measure
Availability is measured per calendar month, using probes from our health-probe service (V-295b). The probes target:
GET /health— the API health endpoint (alias/healthz).GET /on the dashboard — the customer-facing SPA shell.
A probe is "failed" when it returns non-2xx OR exceeds 5s. Probes run every 60s from three geo-distributed locations, and a minute counts as downtime only when ≥ 2 of 3 locations register a failure for that minute (so a single region's ISP routing issue isn't counted against us).
Credit mechanics (API Scale + Enterprise)
On the SLA-carrying tiers, missing the monthly availability commitment accrues a credit on the customer's next invoice, computed against the monthly subscription fee:
| Uptime in month | Credit |
|---|---|
| Below 99.9%, ≥ 99.0% | 5% |
| Below 99.0%, ≥ 95.0% | 10% |
| Below 95.0% | 25% |
Credits are capped at the customer's monthly subscription fee for that month — they cannot exceed what was paid. Credits do not apply to per-minute or per-session usage charges, only the tier subscription line.
How to request a credit
- Email billing@driftstack.dev within 30 days of the calendar month closing.
- Include the time range you observed the impact + the failure symptom you saw (5xx, timeout, etc.). If possible, include the session ids that were affected.
- We reconcile against the probe data + the audit trail on status.driftstack.dev within 5 business days. Approved credits appear on the next invoice as a line-item.
Enterprise SLA addenda
Enterprise contracts can negotiate:
- Higher per-incident credit percentages.
- Hard ceilings on degraded-but-not-down windows (P95 latency budgets).
- Dedicated 24/7 oncall pager with named first responders.
- Maintenance-window pre-approval rights.
Contact sales@driftstack.dev to start the conversation. The SLA above is the floor — addenda only ever strengthen it, and per ToS §9.2 a negotiated SLA governs in case of conflict with this page.