Service Level Agreement (SLA)

We provide a 100% uptime guarantee for our platform.... That's right, 100% uptime. We can't promise to be perfect, but we can promise to do the right thing. So we are willing to put our money where our mouth is, and credit your account for any downtime you experience.

Last updated: Apr 16, 2025

Uptime Commitment

Kaz 916 LLC. (hereinafter "sherpa.sh") commits to maintaining a Service Level of 100% availability for its content delivery platform and application hosting platform (the "Services"). Service availability shall be measured monthly and calculated as follows:

Monthly Availability = Uptime ÷ (Total minutes in month - Excused Downtime - Scheduled Maintenance) x 100

Service Level compliance shall be measured using sherpa.sh s monitoring systems and logs, which shall be the sole source of truth for calculating any Service Credits due under the Credits section of this Agreement.

What it means: Service Level compliance shall be measured using sherpa.sh's monitoring systems and logs, which shall be the sole source of truth for calculating any Service Credits due under the Credits section of this Agreement.

Unscheduled Downtime

Unscheduled Downtime is defined as any time when the Services are not available to perform operations, excluding any outages caused by the failure of any third-party vendor, the Internet in general, factors outside of our reasonable control, outages that resulted from your software or hardware or third party software or hardware, or both or any force majeure event ("Excused Downtime"). The measurement is in minutes. For the avoidance of doubt, this SLA does not apply to components of the sherpa.sh platform that do not serve customer content to your websites and/or applications (by way of example only, the API s or CLI).

What it means: This agreement covers our core content delivery service. External factors like internet connectivity issues or third-party service disruptions are not counted as downtime. Our APIs and CLI tools are covered under separate service agreements.

Credits

Service Credits are calculated as a percentage of your monthly service fees when we fail to meet our uptime commitment. To claim a Credit, you must submit a written request within 30 days of the incident and include logs documenting the downtime with exact dates and times. Failure to meet these requirements voids your Credit eligibility. In disputes, sherpa.sh s system logs and monitoring data will be the deciding factor.

Credits are capped at 100% of your monthly service fees and will be applied to your account within 60 days of approval. These Credits are your only compensation for SLA violations and cannot be converted to cash or other forms of compensation.

Lifetime Access subscribers only receive Credits on usage exceeding their base allocation. Free Tier users are not eligible for Credits.

What it means: You're eligible for service credits of up to 100% of your monthly fee when we don't meet our uptime commitment. To claim your credit, submit documentation of the downtime within 30 days, and we'll apply it to your account within 60 days. For Lifetime Access subscribers, credits apply to overage charges only, not the initial payment. Free Tier users become eligible for credits upon upgrading to a paid plan.