A commitment we hold ourselves to on paid plans — written plainly, because an SLA you need a lawyer to read is not a promise, it is a hedge.
99.9% monthly uptime
Target for the core API — screenshot, PDF, read, extract, template and render. That is ~43 minutes of allowed downtime a month, and we aim well under it.
Failed renders are free
An error is not a successful render. A call that does not return your bytes is never billed and never draws down your quota — enforced in the metering, not a goodwill gesture.
Same-day human support
Founder-run: hello@rasterly.dev reaches the person who wrote the code. Most issues answered within the hour, no tier-one script.
Incidents posted here
Degradation and maintenance are announced on this page. Planned maintenance is posted at least 24 hours ahead and does not count against uptime.
Service credits
If we miss the target in a calendar month, request a credit within 30 days and we apply it to your next invoice:
| Monthly uptime | Credit on next invoice |
|---|
| 99.0% – < 99.9% | 10% |
| 95.0% – < 99.0% | 25% |
| < 95.0% | 50% |
Uptime = successful minutes ÷ total minutes in the calendar month. Excluded: announced maintenance, and failures outside our control (your network, a target site being down or blocking us, or a broad upstream/DDoS event). To claim, email hello@rasterly.dev with the email on your key and the affected window. Applies to Starter/Growth/Scale; the free tier is best-effort. Need a signed SLA or higher target for procurement? We will do that on Scale — just ask.