Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") outlines the service level commitments for Instagram Graph Sync ("Service"). This SLA applies to all paid subscription plans and defines our commitments regarding service availability, performance, and support response times.

This SLA is effective as of the date of your subscription and will remain in effect for the duration of your subscription period. We reserve the right to update this SLA with 30 days' notice.

2. Service Availability

2.1 Uptime Commitment

We commit to maintaining the following service availability levels:

• Free Plan: Best effort (no uptime guarantee)
• Starter Plan: 99.0% uptime (approximately 7.2 hours of downtime per month)
• Professional Plan: 99.5% uptime (approximately 3.6 hours of downtime per month)
• Enterprise Plan: 99.9% uptime (approximately 43 minutes of downtime per month)

2.2 Availability Measurement

Service availability is measured on a monthly basis, calculated as:

Availability % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

Availability is measured for our API endpoints and web dashboard. We monitor service availability continuously using automated monitoring tools.

2.3 Downtime Definition

"Downtime" is defined as any period during which the Service is unavailable or inaccessible to users, excluding:

• Scheduled maintenance windows (as defined in Section 4)
• Force majeure events (natural disasters, war, terrorism, etc.)
• Issues caused by third-party services (Instagram API, cloud providers, etc.)
• Issues caused by user actions or misconfiguration
• Issues caused by violations of our Terms of Service
• Issues affecting less than 5% of users

3. Performance Commitments

3.1 API Response Times

We commit to the following API response time targets (measured at the 95th percentile):

• GET /api/user/:id: < 500ms
• GET /api/me/instagram: < 1000ms
• POST /api/me/instagram: < 5000ms (sync operation)
• GET /api/search: < 800ms

3.2 Data Freshness

For automatic sync operations:

• Instagram profile data is synced within 6 hours of changes on Instagram
• Instagram post data is synced within 6 hours of publication or deletion
• Manual sync operations complete within 5 minutes of initiation

Note: Actual sync times may vary based on Instagram API rate limits and availability.

4. Maintenance Windows

We may perform scheduled maintenance during the following windows:

• Standard Maintenance: Sundays, 2:00 AM - 4:00 AM UTC (with 48 hours' notice)
• Emergency Maintenance: As needed, with as much advance notice as possible

Scheduled maintenance windows do not count toward downtime calculations. We will notify users of scheduled maintenance via email and our status page at least 48 hours in advance, except in emergency situations.

5. Support Response Times

We commit to the following support response times based on your subscription plan:

Response times are measured from the time a support request is submitted through our official support channels until you receive an initial response. Business hours are defined as Monday through Friday, 9:00 AM - 5:00 PM UTC, excluding public holidays.

5.1 Support Severity Levels

• Critical: Service completely unavailable - Response within 2 hours (Enterprise only)
• High: Major feature not working - Response within 8 hours (Professional/Enterprise)
• Medium: Minor feature issue - Response within standard SLA times
• Low: General questions or feature requests - Response within standard SLA times

6. Service Credits

If we fail to meet the uptime commitments outlined in Section 2, eligible customers may be entitled to service credits as follows:

6.1 Credit Request Process

To request a service credit:

1. Submit a credit request via email to support within 30 days of the incident
2. Include the date, time, and duration of the service interruption
3. Provide any relevant error messages or screenshots
4. We will review and process credit requests within 10 business days

6.2 Credit Limitations

Service credits:

• Are applied to your next billing cycle
• Cannot be exchanged for cash or refunds
• Are your sole and exclusive remedy for service availability issues
• Do not apply to Free plan users
• Maximum credit per month is 50% of your monthly subscription fee

7. Exclusions and Limitations

This SLA does not apply to:

• Issues caused by third-party services, including but not limited to:
  • Instagram API outages or rate limiting
  • Cloud provider (AWS, Vercel, etc.) outages
  • DNS or CDN provider issues
  • Internet connectivity issues
• Issues caused by user actions, including:
  • Misconfiguration of API keys or endpoints
  • Violation of rate limits or Terms of Service
  • Invalid API requests or authentication failures
• Beta or experimental features
• Issues affecting less than 5% of users
• Force majeure events
• Scheduled maintenance windows

8. Monitoring and Reporting

We continuously monitor our service availability and performance using automated tools. Monthly uptime statistics are available upon request for Enterprise plan customers.

We maintain a public status page where we post service updates, planned maintenance, and incident reports. You can subscribe to status updates via our status page.

9. Changes to This SLA

We reserve the right to modify this SLA at any time. Material changes will be communicated to customers via email at least 30 days before they take effect. Continued use of the Service after the effective date of changes constitutes acceptance of the updated SLA.

10. Contact and Support

For questions about this SLA or to request service credits, please contact us:

• Email: via our contact page
• Support Portal: Dashboard Support
• Documentation: API Documentation

11. Disclaimer

This SLA is provided "as is" and does not create any legal obligations beyond those outlined in our Terms of Service. Service credits are provided as a goodwill gesture and do not constitute a refund or admission of liability. This SLA is subject to the limitations and exclusions set forth in our Terms of Service.