SnapGlyph Service Level Agreement (SLA)

1. Scope

This SLA applies to the SnapGlyph Link Resolution Service — the redirection of short links and dynamic QR codes to their destination URLs (the "Covered Service") — for customers on a paid Growth or Max plan. QR image generation, the web dashboard, and the API are provided on a commercially reasonable-effort basis and are not covered by the credits below.

2. Uptime Commitment

SnapGlyph will use commercially reasonable efforts to make the Covered Service available 99.9% of the time, measured per calendar month.

Note: 99.9% monthly availability allows for up to ~43 minutes of unplanned downtime per month.

3. Definitions

• Downtime — a period in which the Covered Service fails to resolve valid short links or dynamic QR codes, as confirmed by our monitoring at status.snapglyph.com.
• Monthly Uptime Percentage — (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100.

4. Exclusions

Downtime does not include unavailability caused by:

• Scheduled maintenance announced at least 24 hours in advance on the status page;
• Factors outside our reasonable control (force majeure, internet/DNS failures, third-party providers);
• Your own configuration, misuse, or breach of the Terms of Service;
• Suspension for non-payment or policy violations;
• Beta or trial features.

5. Service Credits

If the Monthly Uptime Percentage for the Covered Service falls below the commitment, eligible customers will receive a service credit applied against the next invoice:

Credits are calculated as a percentage of the monthly fee for the affected service, are the sole and exclusive remedy for any availability failure, and do not exceed the monthly fee.

6. Claiming a Credit

Submit a request to within 30 days of the affected month, including the dates and times of the downtime you observed. Our status-page records are the system of record.

7. Changes

We may update this SLA; material changes will be communicated with at least 30 days' notice.