Service Level Agreement
What we promise on uptime — and what happens if we miss.
This SLA describes the uptime commitments we make for the Debutap Service and the service credits we offer if we miss them. It applies to paid plans. Free Starter accounts are provided on a best-efforts basis with no SLA.
Last updated: 12 May 2026·Version 1.0.2
1. Uptime commitments
| Plan | Monthly uptime target | Maximum monthly downtime budget |
|---|---|---|
| Starter (free) | Best-efforts (no SLA) | — |
| Pro | 99.9% | ~ 43 minutes / month |
| Business | 99.95% | ~ 22 minutes / month |
The targets apply to:
- The Debutap dashboard at debutap.com / app.debutap.com.
- The public vCard and store rendering at debutap.com/<path>, <subdomain>.debutap.com, and customer-owned custom domains.
- Our public API (when generally available).
2. How uptime is measured
- Uptime is measured by independent external monitoring (Pingdom / UptimeRobot equivalent) probing critical endpoints from at least three geographically distinct locations every 60 seconds.
- The Service is considered down if two or more probes in the same minute, from different regions, fail to receive a successful HTTP 2xx/3xx response from the relevant endpoint.
- Monthly uptime % is calculated as:
(total minutes in the month − measured downtime minutes) / total minutes in the month, rounded to two decimal places. - Our public status page (status.debutap.com, planned) shows real-time and historical measurements.
3. What's excluded from downtime
- Scheduled maintenance announced at least 48 hours in advance, performed within a stated maintenance window (typically Sundays 02:00–05:00 IST), and limited to no more than 4 hours per month in aggregate.
- Emergency security maintenance we have to ship urgently to protect customers. We'll communicate as fast as we can.
- Downtime caused by:
- Force majeure events outside our reasonable control.
- Issues with your own systems, network, ISP, browser, or DNS configuration.
- Misuse, denial-of-service attacks targeting your specific card, or violations of our Acceptable Use Policy.
- Third-party services you choose to integrate (e.g. your registrar deletes your domain).
- Trial / beta / preview features (labelled as such).
- Downtime affecting only Starter (free) tier customers.
4. Service credits
If monthly uptime falls below the target for your plan, you may claim a service credit on your next invoice.
| Plan | Monthly uptime | Service credit (% of that month's subscription) |
|---|---|---|
| Pro | < 99.9% but ≥ 99.0% | 10% |
| Pro | < 99.0% but ≥ 95.0% | 25% |
| Pro | < 95.0% | 50% |
| Business | < 99.95% but ≥ 99.0% | 15% |
| Business | < 99.0% but ≥ 95.0% | 30% |
| Business | < 95.0% | 50% |
For yearly subscribers, the "monthly subscription" for the purposes of credit calculation equals 1/12 of the annual price paid for the affected month. Credits are not refunded as cash, except where required by law.
5. How to claim a credit
- Email [email protected] within 30 days of the end of the month in which the missed-target occurred, with subject "SLA credit claim".
- Include the dates and approximate times of the downtime you observed.
- We will verify against our monitoring data and confirm the credit (or explain why we can't) within 10 business days.
- Approved credits are applied to your next invoice.
6. Sole and exclusive remedy
Service credits under this SLA are your sole and exclusive remedy for any failure to meet the uptime commitments, except where applicable consumer-protection law provides additional non-waivable rights.
Questions about this document? Get in touch at [email protected].
See all legal documents