Service Level Agreement
Effective date: June 4, 2026
This Service Level Agreement (“SLA”) is between Signalpad (“we,” “us,” or “our”) and customers on the Scale plan (“you”). It describes our uptime commitments and the support response times you can expect. This SLA supplements and forms part of your agreement with us under the Terms of Service.
Priority support response times listed in section 3 also apply to Pro plan customers, without the uptime credit provisions in section 5.
1. Uptime commitment
We will use commercially reasonable efforts to make the Signalpad platform — including the widget delivery API and the dashboard — available at least 99.5% of the time in any given calendar month, excluding scheduled maintenance windows (section 4).
Availability is measured at the service level and tracked on our public status page at signalpad.instatus.com. Incidents are posted there in real time.
2. Covered services
The following are covered by this SLA:
- Widget delivery API — the
/api/sdk/endpoints that serve updates and record events from your users' browsers. - Dashboard — the Signalpad web application at
signalpad.app/dashboard. - REST API — authenticated endpoints used by Pro and Scale customers.
The following are not covered:
- Third-party services we depend on (e.g. Supabase, Vercel, Paddle)
- Your own infrastructure or the apps you embed the widget into
- Issues caused by your actions, configurations, or misuse of the API
- Beta or preview features explicitly marked as such
3. Support response times
Scale plan customers receive dedicated support via priority@signalpad.app. Pro plan customers use the standard support channel support@signalpad.app with the response targets below.
| Severity | Description | Scale response target | Pro response target |
|---|---|---|---|
| Critical | Service down or widget delivery completely broken for your users | 4 hours | 8 hours |
| High | Major feature degraded; significant impact on day-to-day use | 8 hours | 1 business day |
| Normal | Feature not working as expected; workaround available | 1 business day | 2 business days |
| Low | General questions, feedback, or non-urgent requests | 2 business days | 3 business days |
Response times are measured in calendar hours unless stated as business hours. Business hours are 09:00–18:00 UTC, Monday–Friday, excluding public holidays.
4. Scheduled maintenance
We will provide at least 48 hours advance notice of scheduled maintenance that may affect service availability. Notices are posted on the status page and, for Scale customers, sent directly to your billing email. Scheduled maintenance windows do not count toward uptime calculation.
5. Credits for downtime (Scale plan only)
If we fail to meet the uptime commitment in section 1 in a given calendar month, you may request a service credit. Credit requests must be submitted within 30 days of the affected month by emailing priority@signalpad.appwith the subject line “SLA Credit Request — [Month Year]”.
| Monthly uptime achieved | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.4% | 10% |
| 95.0% – 98.9% | 25% |
| 90.0% – 94.9% | 50% |
Credits are applied to a future invoice. They are not redeemable for cash and do not apply to accounts that are past due at the time of the incident. Total credits in any month will not exceed 50% of your monthly fee for that month.
6. Exclusions
This SLA does not apply to, and downtime caused by, the following:
- Factors outside our reasonable control, including force majeure events, acts of government, or widespread internet outages
- Actions or inactions by you or your users, including incorrect API usage, exceeded rate limits, or misconfigured integrations
- Third-party services not within our direct control (Supabase, Vercel, Cloudflare, Paddle, Resend)
- Suspension of your account for non-payment or Terms of Service violations
- Scheduled maintenance notified in accordance with section 4
- Beta features, preview releases, or features explicitly marked as experimental
7. Changes to this SLA
We may update this SLA from time to time. Material changes will be communicated via the status page and email to affected customers at least 30 days before taking effect. Continued use of the Service after the effective date constitutes acceptance of the revised SLA.
8. Contact
For SLA-related matters, Scale plan customers should contact us at priority@signalpad.app. For general support, email support@signalpad.app.