Service Level Agreement

Effective Date: March 24, 2026

Uptime Commitment

Shadey targets 99.9% monthly uptime for the API (api.shadey.dev). This allows approximately 43 minutes of downtime per month.

Uptime is measured by successful responses to GET /health at 60-second intervals.

The following are excluded from uptime calculations:

Scheduled maintenance (with 24-hour advance notice)
Force majeure events
Issues caused by the customer (e.g., exceeding rate limits, misconfigured requests)

For each 0.1% below the SLA target in a calendar month, customers receive a 10% credit on that month's bill.

Maximum credit: 30% of the monthly bill.

Email billing@shadey.dev within 30 days of the affected month with timestamps of experienced downtime.

This SLA applies to the Shadey REST API endpoints. WebSocket CDP connections, demo endpoints, and the marketing website are not covered.