Service Level Agreement
Our uptime commitments, how we measure them, and what happens when we fall short.
Effective date: June 13, 2026. Applies to all paid Snipzilla plans.
Snipzilla is currently in beta (until September 1, 2026). We are actively working toward our 99.9% uptime commitment. During this period, service interruptions may occur more frequently than normal.
Uptime commitments
We target 99.9% monthly uptime across all covered services. That translates to no more than 8.7 hours of downtime per year.
ZillaSoft Website
zillasoft.io and all static pages
Backed by AWS CloudFront + S3
Snipzilla API
Authentication, sync, and subscription endpoints
Backed by Railway (API server) and Neon (database)
Snipzilla Desktop App
Core text expansion functionality runs locally on your device
Core productivity features remain available locally even during cloud service interruptions.
How we measure uptime
Uptime is calculated monthly as the percentage of minutes in a calendar month during which each service is available and responding to requests. Availability is determined by automated health checks running at regular intervals from multiple geographic regions.
A service is considered "unavailable" when it fails to respond to health checks for two or more consecutive minutes. Brief transient errors that resolve within a single check interval are not counted as downtime.
Current service status and incident history are always available on the Status page.
What is not covered
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Scheduled maintenance communicated at least 48 hours in advance
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Outages caused by third-party providers (Auth0, AWS, Stripe, Railway, Neon, and other services used for the proper functioning of ZillaSoft apps) outside ZillaSoft control
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Force majeure events (natural disasters, war, pandemics)
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Issues caused by customer misuse or unauthorized access attempts
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Beta or pre-release features explicitly labeled as such
Scheduled maintenance is typically performed during low-traffic periods around 23:00 Guatemala time (05:00 UTC).
SLA credits
If monthly uptime falls below 99.9%, affected customers on paid plans may request a service credit. Credits are calculated as a percentage of the monthly subscription fee for the affected service:
| Monthly uptime | Credit |
|---|---|
| 99.0% - 99.9% | 10% |
| 95.0% - 99.0% | 25% |
| Below 95.0% | 50% |
Credits are applied to the next billing cycle. To request a credit, open a billing ticket or email [email protected] within 15 days of the incident. Credits are the sole remedy for SLA violations and are not redeemable for cash.
Enterprise customers have SLA terms defined in their individual service agreements, which supersede this page.
Incident response
Detection
Automated health checks alert us within minutes of a service disruption.
Communication
Status page is updated within 1 hour of a confirmed incident. Email updates sent to affected users for outages over 30 minutes.
Resolution
Post-incident report published on the Status page within 48 hours of resolution.
| Severity | Example | Response target |
|---|---|---|
| Critical | Full outage | 4 hours |
| High | Major feature degraded | 1 business day |
| Medium | Partial issue | 3 business days |
| Low | Cosmetic / non-critical | 5 business days |
Response targets represent initial acknowledgment, not resolution time. Targets apply during standard business hours.
Questions about your plan?
If you have specific SLA requirements for an enterprise deployment, get in touch and we will work out the details.
Contact us