This Service Level Agreement ("SLA") applies to paid subscribers of the Unheadless platform operated by Unheadless. This SLA supplements and is governed by our Terms of Service.
This SLA does not apply to the Free tier. Free tier users receive the Service on a best-effort basis.
1. Uptime Commitment
Unheadless commits to the following monthly uptime targets for the core application at app.unheadless.com:
| Plan | Monthly Uptime Target | Maximum Monthly Downtime |
|---|---|---|
| Pro | 99.5% | ~3.6 hours |
| Enterprise | 99.9% | ~43 minutes |
Uptime is measured as the percentage of total minutes in a calendar month during which the core application is available and responsive, excluding Excluded Downtime (Section 5).
2. Severity Levels & Response Times
Issues are classified into four severity levels with corresponding response time targets:
| Severity | Definition | Pro Response | Enterprise Response |
|---|---|---|---|
| P1 — Critical | Service is completely unavailable or data integrity is at risk | 4 hours | 1 hour |
| P2 — High | Major feature is unavailable with no workaround (e.g., query builder down, reports not sending) | 8 hours | 4 hours |
| P3 — Medium | Feature degradation with a workaround available (e.g., export format issue, UI rendering bug) | 1 business day | 8 hours |
| P4 — Low | Minor issue, cosmetic defect, or general question | 2 business days | 1 business day |
Response times are measured from the time of initial report via support@unheadless.com or the in-app support channel, during business hours (Monday–Friday, 9:00 AM–6:00 PM ET, excluding US federal holidays).
For Enterprise P1 incidents, monitoring and response extends to 24/7 for platform-wide outages.
3. Service Credits
If Unheadless fails to meet the uptime commitment for your tier in any given calendar month, you are eligible for service credits applied to your next billing cycle:
| Monthly Uptime | Service Credit (% of monthly fee) |
|---|---|
| Below target but ≥ 99.0% | 10% |
| Below 99.0% but ≥ 95.0% | 25% |
| Below 95.0% | 50% |
To receive a service credit, you must submit a request to support@unheadless.com within 30 days of the month in which the downtime occurred. Service credits are capped at 50% of your monthly fee and are not redeemable for cash.
4. Scheduled Maintenance
Unheadless may perform scheduled maintenance that temporarily affects Service availability. We will:
- Provide at least 48 hours' advance notice for planned maintenance via email to account administrators
- Schedule maintenance during low-usage windows when possible (typically weekends or off-peak hours, US Eastern Time)
- Minimize maintenance duration and impact to the extent commercially reasonable
Emergency maintenance (security patches, critical fixes) may be performed without advance notice. We will notify affected customers as soon as practicable.
5. Excluded Downtime
The following events are excluded from uptime calculations and do not qualify for service credits:
- Scheduled maintenance performed with prior notice as described in Section 4
- Force majeure events including natural disasters, government actions, war, terrorism, pandemics, or widespread internet infrastructure failures
- Third-party outagesaffecting upstream providers (e.g., AWS regional outages, Prismic API unavailability, Stripe processing issues) that are beyond Unheadless's control
- Customer-caused issues including misconfigured API keys, exceeding tier limits, or actions that violate the Acceptable Use Policy
- Browser or client-side issues not caused by the Unheadless platform
6. Support Channels
| Channel | Pro | Enterprise |
|---|---|---|
| In-app support | ✓ | ✓ |
| Email support | ✓ | ✓ |
| Priority queue | — | ✓ |
| Dedicated onboarding | — | ✓ |
| Custom SLA terms | — | Available on request |
7. Escalation
If you are not satisfied with the resolution of a support issue, you may escalate through the following channels:
- Level 1: Reply to your existing support thread or email support@unheadless.com requesting escalation
- Level 2: Contact sales@unheadless.com for account-level escalation
- Level 3: Contact privacy@unheadless.com for contractual or SLA-related disputes
8. Modifications
Unheadless may update this SLA from time to time. Changes will not reduce the level of service commitment during your current billing cycle. Material changes will be communicated via email at least 30 days before taking effect.
9. Contact
For SLA-related inquiries:
- Support: support@unheadless.com
- Enterprise sales: sales@unheadless.com
- Entity: Unheadless