This Service Level Agreement (the “SLA”) is a policy governing the use of the Included Services listed below and applies separately to each account using the Included Services. In the event of a conflict between the terms of this SLA and the Shorten.REST Terms & Conditions or other agreement governing your use of the Services (the “Agreement”), the SLA controls only to the extent of such conflict. Capitalized terms used and not defined here have the meaning given in the Agreement.

Included services

  • Shorten.REST API
  • Shorten.REST redirect tier

General service commitment

Api Lads Inc. will use commercially reasonable efforts to make each Included Service available with a Monthly Uptime Percentage of at least 99.99% during any monthly billing cycle.

Issue severity

  • Critical — Majority of customers are unable to use a major API capability, or majority of end users are unable to use a majority of generated short links, and there is no workaround.
  • Medium — A minority of customers are unable to use some API functionality, or some end users are unable to use some generated short links, and there is no workaround.
  • Minor — A small number of customers are unable to use a non-core API capability, or a small number of end users are unable to use a small number of generated short links, and there is no workaround.

Reaction times

  • Critical: within 4 hours
  • Medium: within 24 hours
  • Minor: within 48 hours

Service response time targets

  • Redirect: up to 2 seconds total response time, with a target average of approximately 400 ms in US regions (this includes time given to client-side scripts injected on the redirect interstitial to complete before the user is forwarded to the destination).
  • API: up to 2 seconds, with a target average of approximately 150 ms in US regions.

Exclusions

The SLA does not apply to events caused by: (i) factors outside of our reasonable control, including a force majeure event or internet failures; (ii) any actions or inactions by you or any third party; (iii) your equipment, software or other technology; (iv) any maintenance scheduled with reasonable notice; or (v) suspension and termination of your right to use the Services in accordance with the Agreement.

Status & monitoring

Live availability data is published on the public status page. The status page exposes an RSS feed for incident notifications.