Service Level Agreement (SLA)
Effective: April 21, 2026
This Service Level Agreement (SLA) defines the uptime guarantees, support response times, and credit compensation for QR-Verse paid plans. Our SLA applies to Business and Enterprise plans only.
Uptime Guarantees
QR-Verse commits to the following monthly uptime targets for its core services, including QR code redirect infrastructure, the management dashboard, and the API.
| Metric | Business | Enterprise |
|---|---|---|
| Platform Uptime | Best Effort | 99.9% |
| Scan Redirect | Best Effort | 99.9% |
| API Uptime | Best Effort | 99.9% |
Support Response Times
We prioritize support requests based on severity and plan tier. Response times below represent the maximum time to first meaningful response, not automated acknowledgements.
| Metric | Business | Enterprise |
|---|---|---|
| First Response Time | 4 hours | 1 hour |
| Incident Notification | Email + Status Page |
Credit Compensation
If QR-Verse fails to meet the uptime guarantee for your plan in a given month, you are eligible for service credits applied to your next billing cycle.
| Metric | Business | Enterprise |
|---|---|---|
| Credit for SLA Breach | Not applicable | Up to 25% of monthly fee |
Credits are capped at 100% of your monthly subscription fee and do not carry over between months.
Measurement Methodology
Uptime is monitored continuously using external monitoring from multiple geographic locations.
- Third-party synthetic monitoring from 4+ global locations
- 5-minute check intervals for core services
- Scheduled maintenance (announced 72h in advance) excluded from calculations
- Uptime = (total minutes - downtime minutes) / total minutes x 100%
Infrastructure
QR-Verse runs on dedicated infrastructure hosted in the European Union.
- Hosted on Hetzner (Germany) - EU data residency
- Redundant load balancing with automated failover
- Daily backups with point-in-time recovery
- TLS 1.3 encryption for all data in transit
Exclusions
The following are excluded from SLA calculations:
- Scheduled maintenance announced at least 72 hours in advance
- Force majeure events (natural disasters, government actions, etc.)
- Issues caused by customer-side configurations or third-party integrations
- DNS propagation delays outside QR-Verse control
- Beta or preview features explicitly marked as non-production
Claiming Credits
To claim SLA credits, follow these steps within 30 days of the affected month:
- Email support@qr-verse.com with your account email and a description of the outage
- Include the date, time, and duration of the service disruption
- We verify the claim against our monitoring data
- Credits are applied within 5 business days of approval
Contact
For SLA-related inquiries, reach our support team at:
Choose the right plan for your needs
Business and Enterprise plans include SLA-backed uptime guarantees and priority support.