Service commitment
This Service Level Agreement (“SLA”) forms part of the agreement between Browserherd, Inc. and Customer for eligible Browserherd Services. Capitalized terms not defined here have the meanings in the Terms of Service or applicable order form.
If an order form states a different availability or support commitment, that order form controls for the specified Services. This SLA applies to the production Browserherd API control plane and session connection service used to create and connect to cloud browsers.
99.9% monthly availability
Browserherd will use commercially reasonable efforts to maintain 99.9% Monthly Uptime Percentage for eligible Services during each calendar month.
- Total Minutes
- The total minutes in the applicable month during which Customer was entitled to use the eligible Service.
- Unavailable Minutes
- Minutes during which the eligible Service could not accept valid session-creation requests or establish session connections because of a Browserherd-controlled failure, excluding SLA Exclusions.
- Monthly Uptime
- (Total Minutes − Unavailable Minutes) ÷ Total Minutes × 100.
- Affected Service
- The production control-plane or session-connectivity component for the region and account materially affected by the incident.
Availability is measured using Browserherd's monitoring, logs, and incident records. A failed automation caused by destination behavior, webpage changes, anti-bot decisions, Customer code, or a single browser-session error is not by itself Unavailability.
Credit schedule
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.9% or above | No credit |
| 99.0% to below 99.9% | 5% of the affected monthly recurring fee |
| 95.0% to below 99.0% | 10% of the affected monthly recurring fee |
| Below 95.0% | 25% of the affected monthly recurring fee |
A “Service Credit” is a credit applied to future invoices for the affected eligible Service. Credits cannot be exchanged for cash, transferred, applied to taxes or third-party charges, or exceed 25% of the affected monthly recurring fee for the month. For annual plans, the monthly recurring fee is one-twelfth of the annual fee allocated to the affected Service.
What is not counted as downtime
The availability commitment and credits do not apply to unavailability, degradation, or errors caused by:
- Scheduled maintenance announced at least 48 hours in advance, or emergency maintenance needed to protect security or integrity.
- Events beyond Browserherd's reasonable control, including internet failures, regional cloud-provider outages, natural disasters, government action, labor disputes, or widespread attacks.
- Customer applications, code, credentials, configuration, quotas, excessive load, disabled features, or failure to follow documentation.
- Third-party websites, APIs, identity providers, integrations, network paths, or other systems outside Browserherd's control.
- Destination blocks, CAPTCHAs, webpage changes, rate limits, or access restrictions imposed by a third party.
- Suspension or termination permitted by the Agreement, including nonpayment or AUP violations.
- Free, trial, beta, preview, or unsupported features and regions.
- Customer-requested maintenance, tests, or changes.
Incident priority and initial response targets
Customer should report incidents through the dashboard support channel or [email protected]. Browserherd assigns priority after assessing scope and impact. Response targets are objectives, not resolution guarantees.
| Priority | Description | Initial response target | Updates |
|---|---|---|---|
| P0 — Critical | Production Service broadly unavailable with no reasonable workaround | 30 minutes, 24×7 for eligible enterprise plans | Every 60 minutes while active |
| P1 — High | Material production degradation or major feature unavailable | 4 business hours | Each business day or on material change |
| P2 — Normal | Limited impact, intermittent issue, or workaround available | 1 business day | As material progress occurs |
| P3 — Low | Question, documentation issue, feature request, or cosmetic defect | 2 business days | As appropriate |
“Business Hours” are 9:00 a.m. to 5:00 p.m. U.S. Eastern Time, Monday through Friday, excluding U.S. federal holidays, unless an order form says otherwise. Customer must provide timely access to relevant request IDs, timestamps, regions, logs, reproduction steps, and knowledgeable personnel.
How to request a credit
To receive a Service Credit, Customer must email [email protected] within 30 days after the end of the affected month with:
- “SLA Credit Request” in the subject line;
- Customer organization and account or project ID;
- Incident dates, UTC times, duration, region, and affected Service;
- Relevant request or session IDs and reasonable supporting evidence; and
- Customer's calculation of Monthly Uptime Percentage.
Browserherd will evaluate the request using its records and notify Customer of the result. Approved credits are generally applied within one billing cycle. Customer must be current on undisputed payment obligations to receive a credit.
Sole remedy and updates
Service Credits are Customer's sole and exclusive monetary remedy for Browserherd's failure to meet this SLA. Credits do not apply cumulatively across multiple events arising from the same incident.
Browserherd may update this SLA to reflect service and support practices. We will provide reasonable notice of a material reduction. Changes will not reduce an active committed SLA until renewal unless required for security, law, or a third-party dependency outside our control.
Questions about reliability?
Talk to our team about architecture, capacity planning, and enterprise commitments.