Service Level Agreement
Our commitment to reliability. This SLA applies to all paid SwarmPost plans.
Last updated: March 26, 2026
Uptime Commitment
SwarmPost commits to maintaining 99.9% uptime for all core services, measured on a calendar-month basis. Uptime is calculated as the total minutes in the month minus downtime minutes, divided by total minutes in the month.
Planned Maintenance: Routine maintenance is performed on Sundays between 2:00 AM and 4:00 AM Eastern Time. Planned maintenance windows are excluded from uptime calculations. We will provide at least 48 hours notice for any maintenance expected to exceed 15 minutes.
Incident Response Times
Response times indicate when our engineering team will begin active investigation. Resolution times vary based on complexity.
Credit Schedule
If monthly uptime falls below 99.9%, you are eligible for a service credit applied to your next billing cycle. Credits are calculated as a percentage of your monthly subscription fee.
| Monthly Uptime | Service Credit |
|---|---|
| 99.8% – 99.9% | 10% |
| 99.7% – 99.8% | 20% |
| 99.6% – 99.7% | 30% |
| 99.0% – 99.6% | 40% |
| Below 99.0% | 50% |
Maximum total credit per month is capped at 50% of your monthly subscription fee. Credits must be requested within 30 days of the incident.
Exclusions
The following are excluded from uptime calculations and are not eligible for service credits:
- •Scheduled maintenance windows (Sundays 2:00–4:00 AM ET)
- •Third-party social platform API outages (Twitter, Meta, TikTok, etc.)
- •Force majeure events (natural disasters, government actions, etc.)
- •Issues caused by customer actions, integrations, or misuse
- •Network issues between the customer and SwarmPost infrastructure
- •Beta or preview features explicitly marked as non-production
Questions about our SLA?
Enterprise customers can negotiate custom SLA terms. Contact our sales team to discuss your requirements.
Contact Sales