The short version
We commit that the parts of Daakiya that take in and show your responses will be up at least 99.9% of the time in every calendar month, on every plan. That leaves about 43 minutes of downtime in a 30-day month. If we miss it, an organization that pays gets part of that month’s fee back as a credit. The sections below say exactly what is counted and how.
Who this covers
This agreement is part of our terms of service and applies to every organization on every plan, Free and the startup program included. A credit, as the section on credits says, goes only to an organization that pays a fee, since a credit is a part of a fee.
What we commit to
Each calendar month, the covered services will be up at least 99.9% of the time. The covered services are:
- Taking in responses. The endpoint a form sends its responses to (
POST/api/v1/forms/:formId/submit) and the hosted pages we serve for a form. - The dashboard. The dashboard at console.daakiya.app and the API it uses.
The website at daakiya.app, the documentation and the status page are not covered. Nor is what happens to a response after it is accepted, such as delivery to Slack, email or a webhook, which depends on the places you send to. We retry a failed delivery, and the timeline of each response shows what happened.
What counts as downtime
A minute counts as downtime for a covered service when, in that minute, the service cannot be reached, or more than half of the valid requests it gets are answered with a server error (a 5xx status) or not answered at all.
A request that we turn away for a good reason is not a failure. That includes a request with a field that fails its rules (400), a refused key or origin (403), a request stopped by protection (409), one over a limit (429) and one from an address we have blocked.
The monthly uptime is the minutes in the month, less the minutes of downtime, divided by the minutes in the month, as a percentage. Downtime of each covered service is counted on its own, and the monthly uptime used for a credit is the lowest of them.
How we measure
We measure with our own monitoring, which checks each covered service from outside our network every minute. Our records are what count. If you think they are wrong, send us what you saw (the time, the address and the answer you got) and we will look again.
The status page is where we say when something is wrong.
What is left out
These minutes are not downtime:
- planned maintenance that we announced at least 48 hours ahead, up to 4 hours in a calendar month
- emergency maintenance that is needed at once to protect the service or its customers from a security risk
- a failure caused by you or your side: your network, your site, your requests or your use of the API against the terms, or an account we suspended under the terms
- a failure of a place you send to, such as Slack, Google, Microsoft or your own webhook address
- a feature we have called beta or preview
- an event outside our reasonable control, as the terms describe, other than a failure of our own hosting provider, which does count
If we miss it
If the monthly uptime of a covered service is below 99.9%, an organization that paid a fee for that month can ask for a credit against its next invoice. The credit is a share of that month’s fee for the plan, by how far we fell short:
| Monthly uptime | Credit, as a share of that month’s fee |
|---|---|
| Below 99.9%, and at least 99.0% | 10% |
| Below 99.0%, and at least 95.0% | 25% |
| Below 95.0% | 50% |
- A credit is applied to the next invoice. It is not paid out in cash and it is not a refund.
- An organization on the Free plan or in the startup program pays nothing, so it has no fee to be credited. The commitment still stands for it, and when we miss it we say so on the status page.
- A credit is the only remedy for missing this commitment. It does not limit our other duties under the terms, and the limits on our liability in the terms still apply.
How to ask for a credit
- Email hello@daakiya.app within 30 days after the end of the month, from the address on the account.
- Say which organization it is, which month, and what you saw: the times, and what the service answered.
- We check it against our records, answer you, and apply the credit if it is due. A credit that is not asked for within the time is lost.
Changes to this agreement
We may change this agreement, for example to raise the target or to cover more. If a change makes it worse for customers, it takes effect no sooner than 14 days after we email the owner of each account, and does not reach a month that has begun. The plan details and prices are on the pricing page.
Contact
Write to us at hello@daakiya.app for a credit, or for anything about this agreement.