Service Level Agreement

QR Chameleon commits to 99.9% monthly uptime of the Service, measured as the percentage of time the API, the dashboard, and the short-link redirect endpoints respond successfully to independent third-party monitoring during a calendar month.

This SLA applies to customers on the Transform plan and customers on Enterprise custom arrangements. Free, Blend, and Adapt plans are provided as-is and are not covered by this SLA.

Uptime is measured by independent third-party monitoring at five-minute intervals against the public health endpoints listed on our status page at status.qrchameleon.com.

3.1 Monitored endpoints. The endpoints currently monitored under this SLA are:

• api.qrchameleon.com/api/health (backend API and database)
• api.qrchameleon.com/api/redirect-health (short-link redirect path)
• qrch.am (short-link domain reachability)
• qrchameleon.com (marketing site and signup path)

3.2 Formula. Monthly uptime is calculated as: (total minutes in the calendar month minus unavailable minutes) divided by total minutes in the calendar month, expressed as a percentage. An endpoint is considered unavailable if it fails to return a successful response for two consecutive probes.

The following are excluded from the uptime calculation and do not count as unavailability:

• Scheduled maintenance announced at least 48 hours in advance on status.qrchameleon.com
• Failures of upstream DNS, internet routing, or third-party services outside QR Chameleon's infrastructure
• Customer-side network issues, browser issues, or misconfigured custom domains
• Suspension or termination of customer accounts under the Terms of Service
• Force majeure events, including natural disasters, acts of war, civil unrest, and government actions
• Beta or preview features that are explicitly designated as not covered

If monthly uptime falls below the 99.9% commitment, eligible customers may request a service credit applied to the next billing cycle, calculated as a percentage of the monthly subscription fee for the affected calendar month:

5.1 Annual customers. For customers billed annually, the "monthly fee" used to calculate service credits is one-twelfth of the annual fee.

5.2 Sole remedy. Service credits are the sole and exclusive remedy for any uptime shortfall under this SLA. Service credits are non-transferable, have no cash value, and expire when the customer's account is terminated.

To request a service credit, email support@qrchameleon.com within 30 days of the end of the affected calendar month. The request must include the affected month, the account email, and the customer's own observation of the outage if available. We will review the request against our independent third-party monitoring data and respond within ten business days.

Credits will be applied to the customer's next invoice. Customers must be in good standing, with no past-due balances, to be eligible for service credits.

We may modify this SLA from time to time. Material changes will be posted to this page with an updated Effective Date. For customers on signed enterprise contracts, the SLA terms in the signed order form will control to the extent of any conflict.