SLA policy
This page sets out which plans carry a service level under the Terms of Service (Sections 9.1, 9.2 and 8.13), how we measure uptime, what counts as an "incident," and the credit mechanics for API Scale while Section 8.13 keeps its service level. For Enterprise, the service level is the one set out in the Enterprise Order Form, which governs in case of conflict with Section 9 (Section 9.2).
Which tiers carry a contractual SLA
Per the Terms of Service Section 9.1, the Trial and the Starter,
Pro, Team and Scale Plans are provided without a
contractually binding service level agreement: Driftstack "uses
commercially reasonable efforts to maintain availability but does
not commit to an uptime percentage on these Plans." The earlier
plans other than API Scale (Free, Personal, Team (earlier), Agency,
API Starter, API Builder) carry no contractual service level
either. Per Section 9.2, Enterprise Plans "carry the service
level, uptime commitment and named contact set out in the
Enterprise Order Form. That Order Form governs in case of conflict
with this Section 9." Per Section 8.13, a Customer subscribed to
API Scale keeps 99.9% monthly availability and a first response to
Severity-1 incidents within four (4) hours, with the service
credits on this page, until it changes Plan or for twelve (12)
months from the day its account's first paid subscription to API Scale began,
whichever comes first. An account given API Scale by Driftstack without a paid
subscription (for example as a courtesy or for testing) has no service level, as on
the Trial. Tier ids below
are the tier values GET /v1/whoami
returns.
| Tier | Service level |
|---|---|
trial / starter_v3 / pro_v3 / team_v3 / scale_v3 | No contractual SLA — best effort (ToS §9.1). |
free / solo_manual / team_manual / agency_manual / api_starter / api_builder | No contractual SLA — best effort (ToS §9.1). |
api_scale | 99.9% monthly availability and a first response to Severity-1 incidents within four (4) hours (ToS §8.13), until you change Plan or for twelve (12) months from the day your account's first paid subscription to API Scale began, whichever comes first. |
enterprise | As set in your Order Form (ToS §9.2). |
The API Scale row states Section 8.13 of the Terms of Service. The severity ladder itself is defined in the incident communication policy.
Tier upgrades take effect immediately on payment confirmation; SLA credit accruals reset at the boundary so a mid-month upgrade into an SLA-carrying tier does not retroactively apply the commitment.
What's covered
The SLA applies to these public surfaces:
https://api.driftstack.dev/*— every documented endpoint.https://app.driftstack.io/*— the customer dashboard.- The live-view streaming endpoints for an active session.
What's NOT covered
- Scheduled maintenance windows announced >72h in advance on status.driftstack.io. Maintenance windows are capped at 4h/month and rarely needed.
- Failures attributable to a customer-supplied
target_url, profile state, or script — those affect that session's success rate, not Driftstack's availability. - Sub-processor outages we cannot route around: Stripe Checkout, Postmark email. We surface the impact + the upstream status page link on status.driftstack.io.
- Force majeure: regional cloud-provider failures, large-scale DDoS against shared infrastructure, government-mandated shutdowns. We still publish the incident; it just does not accrue SLA credits.
How we measure
An automated check calls the API's health endpoints every 60s from one location. A check fails on any answer other than a 200, or on no answer within 5s, and two failed checks in a row raise an alert.
The check does not keep a monthly history. Availability for a calendar month is worked out from the incidents recorded on status.driftstack.io, using each incident's start and end time.
Credit mechanics (API Scale under ToS §8.13 only)
These credits apply only to API Scale while ToS Section 8.13 keeps its service level. Missing its monthly availability commitment accrues a credit on the customer's next invoice, computed against the monthly subscription fee:
| Uptime in month | Credit |
|---|---|
| Below 99.9%, ≥ 99.0% | 5% |
| Below 99.0%, ≥ 95.0% | 10% |
| Below 95.0% | 25% |
Credits are capped at the customer's monthly subscription fee for that month — they cannot exceed what was paid. Credits apply only to the subscription fee, not to any other charge.
How to request a credit
- Email [email protected] within 30 days of the calendar month closing.
- Include the time range you observed the impact + the failure symptom you saw (5xx, timeout, etc.). If possible, include the session ids that were affected.
- We check your report against the incident record on status.driftstack.io within 5 business days. Approved credits appear on the next invoice as a line-item.
Enterprise SLA addenda
Enterprise contracts can negotiate:
- Higher per-incident credit percentages.
- Hard ceilings on degraded-but-not-down windows (P95 latency budgets).
- Maintenance-window pre-approval rights.
Contact [email protected] to start the conversation. Per ToS §9.2, Enterprise Plans carry the service level, uptime commitment and named contact set out in the Enterprise Order Form, and that Order Form governs in case of conflict with Section 9.