Service Level Agreement
Effective: March 22, 2026
1. Uptime Commitment
WebPeel guarantees 99.9% monthly uptime for the API and core web fetching services for customers on Pro and Enterprise plans.
The Free tier is provided on a best-effort basis with no uptime SLA. Free tier usage may be throttled or limited during periods of high demand.
2. What Counts as Downtime
Downtime is defined as any period during which the WebPeel API:
- Returns HTTP 5xx errors for more than 1 consecutive minute, or
- Is completely unreachable (no response) for more than 1 consecutive minute
The following are excluded from downtime calculations:
- Scheduled maintenance — announced at least 24 hours in advance via the status page and email notification
- Errors caused by third-party services (target websites, DNS providers, cloud infrastructure)
- Errors resulting from customer misuse or requests outside the Acceptable Use Policy
- Performance degradation of beta or experimental features
- Force majeure events (see Section 5)
3. Credit Schedule
If monthly uptime falls below the guaranteed 99.9%, eligible customers may request service credits applied to their next billing cycle:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are applied to future invoices and are not redeemable for cash. Maximum credit per calendar month is 50% of that month's fee.
4. How to Claim
To request an SLA credit:
- Email support@webpeel.dev within 30 days of the downtime event
- Include the affected time period (start and end timestamps in UTC)
- Include your account email and any relevant request IDs or error logs
We will review your claim within 5 business days and apply eligible credits to your account. Credits will appear on your next invoice.
5. Exclusions
This SLA does not apply to downtime caused by:
- Force majeure — natural disasters, war, government actions, internet backbone failures, or other events beyond WebPeel's reasonable control
- Customer misuse — requests that violate the Acceptable Use Policy, abuse of rate limits, or intentional service disruption
- Beta features — any feature explicitly marked as "beta", "experimental", or "preview" is excluded from SLA coverage
- Third-party failures — outages at target websites, DNS providers, cloud infrastructure (Hetzner, Cloudflare), or other upstream services
- Free tier accounts — no SLA coverage applies to accounts on the Free plan
6. Support Response Times
WebPeel provides the following guaranteed response times for support tickets:
| Plan | Response Time | Support Channel |
|---|---|---|
| Enterprise | <4 hours (business hours) | Dedicated email + priority queue |
| Pro | <24 hours | Email: support@webpeel.dev |
| Free | Best effort | Community support via GitHub Issues |
Response time guarantees apply to initial acknowledgement, not resolution. Complex issues may require additional time for investigation and fix deployment.
Questions
For questions about this SLA, contact support@webpeel.dev. For real-time service status, visit webpeel.dev/status.