EmitHQ

Service Level Agreement

Last updated: March 13, 2026

1. Uptime Commitment

EmitHQ commits to the following monthly uptime percentages for the webhook delivery API:

TierUptime SLAMax Downtime/Month
FreeNo SLA—
Starter ($49/mo)99.9%~43 minutes
Growth ($149/mo)99.95%~22 minutes
Scale ($349/mo)99.99%~4 minutes

“Uptime” means the webhook delivery API (POST /api/v1/app/:appId/msg) is accepting and processing requests. The dashboard and documentation site are not covered by this SLA.

2. Service Credits

If monthly uptime falls below the committed SLA, you are eligible for service credits applied to your next invoice:

Monthly UptimeCredit
< 99.9% but ≥ 99.0%10% of monthly fee
< 99.0%25% of monthly fee

Credits are capped at 30% of your monthly fee. Credits are issued as account balance adjustments, not cash refunds. Credits must be requested within 30 days of the incident.

3. Exclusions

The following are excluded from uptime calculations:

  • Scheduled maintenance (announced at least 48 hours in advance)
  • Force majeure events (natural disasters, war, government actions)
  • Failures caused by your systems, endpoints, or network connectivity
  • API requests that exceed your tier's rate limits
  • Outages of third-party providers (Cloudflare, Neon, Upstash) that are outside our control
  • Beta or preview features

4. Measurement

Uptime is measured using external monitoring (synthetic health checks every 60 seconds from multiple geographic locations). A “downtime minute” is recorded when two or more monitoring locations fail to receive a successful response.

Monthly uptime percentage = (total minutes in month − downtime minutes) / total minutes in month × 100.

5. Claiming Credits

To claim a service credit:

  1. Email support@emithq.com within 30 days of the incident
  2. Include your organization name and the dates/times of the outage
  3. We will verify the claim against our monitoring data within 5 business days
  4. Approved credits are applied to your next invoice

6. Delivery SLA (Best Effort)

In addition to API uptime, we target the following delivery performance metrics on a best-effort basis (not credit-eligible):

  • 99.9% delivery success rate (measured as 2xx responses from destination endpoints)
  • p95 delivery latency < 500ms (time from enqueue to HTTP delivery attempt)
  • p99 delivery latency < 2,000ms

These targets exclude endpoint-side failures (timeouts, 5xx responses from your customers' endpoints).