Service Level Agreement

We commit to the following monthly uptime per plan, calculated over a calendar month:

• Free — best effort, no SLA
• Starter ($7/mo) — 99.5% uptime
• Pro ($19/mo) — 99.9% uptime
• Agency ($99/mo) — 99.9% uptime
• Enterprise — 99.95% uptime, custom contract

"Uptime" means the percentage of one-minute intervals in a calendar month during which a HEAD or GET request to api.qrstudio.agency/api/health/ returns HTTP 200 within 5 seconds. Measured by independent third-party monitoring (UptimeRobot or equivalent), not by our own servers.

Downtime includes:

• 5xx errors on api.qrstudio.agency/api/health/
• Connection timeouts beyond 10 seconds
• DNS resolution failure for our owned domains
• Failed redirects on q.qrstudio.agency/q/<id>/ for valid short IDs

Cache HITs that serve a stale-but-correct response within the cache TTL count as uptime. We optimize for "QR still scans" over "every endpoint is fresh".

The following do not count against the SLA:

• Scheduled maintenance announced at least 48 hours in advance via email and the status page (capped at 2 hours per month, between 03:00–05:00 UTC)
• Force majeure — DNS root failure, BGP-level internet outages, regional cloud provider outages affecting Railway or Vercel
• Customer-caused issues — your code abusing the API, exceeding plan limits, providing invalid data
• Beta features — explicitly marked as such in docs
• Free-tier service — provided as-is with no SLA

When we miss the uptime target in a calendar month, we credit your next invoice as follows:

• Below target by < 0.5 percentage points → 10% of monthly bill
• Below target by 0.5–2 percentage points → 25% of monthly bill
• Below target by > 2 percentage points → 50% of monthly bill

Credits cap at 50% of one month's bill. Credits do not stack across months and do not accrue interest. The credit is the sole and exclusive remedy for SLA breaches.

We monitor uptime independently and apply credits automatically to the next invoice when an SLA breach is detected. If you believe a breach was missed, email hello@qrstudio.agency within 30 days of the affected month with:

• Your account email or workspace ID
• The month and approximate downtime window
• Any monitoring data you have (Pingdom, your logs, etc.)

We respond within 5 business days.

Agency-tier custom domains (e.g. qr.yourbrand.com) are covered by the Agency SLA. We rely on Cloudflare for SaaS for TLS termination — Cloudflare's own SLA may apply on top of ours.