Service Level Agreement

This Service Level Agreement (SLA) governs the operational commitments Itstabyl makes to paying customers on the Pro and higher tiers. Free-tier usage is best-effort and not covered.

Scope

The SLA covers two production surfaces:

1. The scan API (/api/v1/scan, /api/v1/jobs/*, /api/v1/feedback).
2. The customer dashboard (sign-in, scan submission, results viewing).

The public marketing pages, the documentation site you are currently reading, and the status page itself are excluded. They are operated on a reasonable-effort basis.

Availability target

Itstabyl targets 99.9 % monthly availability ("three nines"), equivalent to no more than ~43 minutes of unplanned downtime per 30-day measurement window.

Availability is measured as the ratio of successful synthetic probe requests to total probe requests against the in-scope endpoints, observed from a third-party monitoring location, sampled at one-minute resolution.

The in-app endpoint /api/v1/sla returns the current SLA target. While the measurement infrastructure is being provisioned (operator follow-up OP-5) the endpoint declares the target as a commitment, not a back-measurement of historical uptime.

Exclusions

Time during the following conditions does not count against the SLA:

• Scheduled maintenance announced at least 48 hours in advance via the status page.
• Force-majeure events outside Itstabyl's reasonable control (regional cloud-provider outages, internet backbone failures, government action).
• Customer-induced incidents (rate-limit abuse, malformed requests, unauthorised credentials).
• Third-party dependency outages where an Itstabyl vendor circuit breaker has tripped open and is correctly returning a 503 with a Retry-After hint. The breaker design is intentional: it fails fast rather than blocking workers indefinitely.

Credit schedule

If the measured monthly availability falls below the target, Pro and higher customers may request a service credit applied to the following billing cycle:

| Measured availability | Credit (% of monthly fee) | | --------------------- | ------------------------- | | 99.0 % – 99.9 % | 10 % | | 95.0 % – 99.0 % | 25 % | | Below 95.0 % | 50 % |

Credits are not refunded in cash and must be requested in writing within 30 days of the affected billing cycle.

Support response

Support is provided by email. The address is sourced from the brand single-source-of-truth and surfaced in-app on dashboard error states and on the Settings page.

| Severity | Definition | Initial response | | -------- | ------------------------------------------------- | ---------------- | | P1 | Production unavailable; no scans complete | 1 business hour | | P2 | Major feature broken; workaround exists | 4 business hours | | P3 | Minor issue, question, or feature feedback | 1 business day |

Business hours are 09:00–18:00 UTC, Monday through Friday, excluding UK public holidays.

Status page

Live operational status — current incidents, scheduled maintenance, and recent uptime — is published at the production status page (provisioning tracked in operator follow-up OP-5). The dashboard footer links to it once the subdomain is live.

Contact

For SLA-credit requests or escalation, email the support address shown on the Settings page or in any error-state surface in-app.