Service Level Agreement (SLA)
Effective Date: November 25, 2025
Uptime Commitment
ValidKit is committed to providing reliable email validation API services. Our uptime commitments vary by plan:
Free Tier
- Uptime: Best effort (no guarantee)
- Support: Community documentation only
- Credits: Not applicable
Starter Plan ($20/month)
- Uptime: 99.5% monthly uptime
- Support: Email support (48-hour response)
- Credits: 10% monthly fee credit if below 99.5%
Growth Plan ($99/month)
- Uptime: 99.9% monthly uptime (actively monitored)
- P95 Response Time: <150ms target
- Support: Email support (24-hour response)
- Credits: 10% credit (99.0-99.9%), 25% credit (<99.0%)
Enterprise (Custom Pricing)
- Uptime: 99.95% monthly uptime
- P95 Response Time: <100ms (multi-region)
- Support: Dedicated Slack channel, 4-hour response
- Credits: Custom SLA credits negotiated
How Uptime is Measured
- Calculation Period: Monthly (first to last day of calendar month)
- Downtime Definition: API returns 5xx errors OR response time >30 seconds
- Monitoring: Real-time health checks from multiple global locations
Excluded Events
The following events are excluded from uptime calculations:
- Scheduled maintenance (with 7-day advance notice)
- Customer's infrastructure issues or network problems
- Force majeure events (DDoS attacks, natural disasters, etc.)
- Customer abuse or violations of Terms of Service
- API issues caused by invalid requests or malformed data
Service Credits
If ValidKit fails to meet the uptime commitment for your plan, you may be eligible for service credits.
How to Claim
- Email [email protected] within 30 days of the incident
- Include your API key and the timeframe affected
- We will verify uptime data and issue credits if applicable
Credit Application
- Applied To: Next monthly invoice (or account balance if prepaid)
- Maximum Credit: 100% of monthly subscription fee
- No Cash Refunds: Credits are applied as service credit only
- Expiration: Credits must be used within 12 months
Support Response Times
| Plan | Initial Response | Resolution Target |
|---|---|---|
| Free | No guarantee | Community forums |
| Starter | 48 hours | 7 days (best effort) |
| Growth | 24 hours | 3 days (P1), 7 days (P2) |
| Enterprise | 4 hours | 24 hours (P0), 3 days (P1) |
System Status
Real-time system status and historical uptime data:
Check current API status, scheduled maintenance, and incident history
Scheduled Maintenance
ValidKit performs scheduled maintenance to ensure optimal performance and security:
- Advance Notice: Minimum 7 days via email and status page
- Maintenance Window: Typically off-peak hours (Sundays 2-4 AM UTC)
- Expected Duration: Less than 2 hours
- Emergency Maintenance: May occur with shorter notice for critical security patches
Contact & Questions
Questions about this SLA or need to report an incident?
- Email: [email protected]
- Enterprise Support: Contact your dedicated account manager
- Status Page: status.validkit.com
Note: This SLA is incorporated into and subject to the ValidKit Terms of Service. In case of conflict, the Terms of Service prevail.