Service level agreement
The uptime commitment for Lynkarr, and what happens if we miss it.
Service credits under this agreement are offered on Enterprise agreements. On every other plan the same 99.9% target and the same engineering apply, without a contractual remedy — because a credit against a free or low-cost plan would be a gesture rather than a guarantee, and we would rather say so than imply otherwise.
What is covered
The resolution service: a scan or click reaching the destination behind a code, a short link, a landing page, a digital card, a form or a GS1 identifier. That is what a customer has already printed or published and cannot change at short notice, so it is what we commit to.
The dashboard, the API, the reporting centre and outbound email are held to the same target and are not covered by credits. They can wait an hour; a code on a product cannot.
The commitment
A Monthly Uptime Percentage of 99.9% for the resolution service, measured per calendar month in UTC.
Monthly Uptime Percentage is the total minutes in the month, less Unavailable minutes, divided by the total minutes in the month. A minute is Unavailable when every request to the resolution service fails or returns a server error for reasons within our control.
Service credits
If we miss it in a month, the credit is a percentage of that month's fee for the affected service, applied to a future invoice:
- Below 99.9% and at or above 99.0% — 10%
- Below 99.0% and at or above 95.0% — 25%
- Below 95.0% — 50%
Credits are the sole remedy under this agreement. They are requested by writing to us within 30 days of the end of the month in question, and we answer with our own measurements.
Support response
Two windows, both measured. Standard applies to every plan, the free one included: Answered within an hour, Monday to Friday, 8am to 5pm Central. Priority applies to Enterprise accounts and to companies in the reseller programme: Answered within an hour, seven days a week, 10am to 8pm Central, and they may ask for a call from inside any request.
Outside those hours a request waits for the next opening, and its clock starts then. A message sent at six on a Friday evening on the standard window is not late on Monday morning — it is an hour old.
These are targets rather than credited commitments. Missing one is not a breach of this agreement and carries no service credit, for the same reason the uptime credits stop at Enterprise: a remedy we would not honour is worse than an honest target. We measure ourselves against them and will tell you what the figures are if you ask.
What support covers
The product: how it works, what went wrong, and putting it right. It does not include building your codes for you, designing artwork, writing the copy on your landing pages, or integration work inside your own systems. We will always tell you how; we do not do it for you.
What does not count as downtime
- Maintenance we announce at least 48 hours beforehand. We schedule it outside 8am–5pm Central on a working day wherever it is avoidable.
- A destination of yours being unavailable. If a code resolves correctly to an address that is itself down, the redirect worked.
- A custom domain whose DNS or certificate is not correctly configured on your side, or is changed by you.
- Suspension for non-payment, or for a breach of the terms of service.
- Anything caused by your own use of the API or an integration in a way the documentation says not to.
- Events outside our reasonable control, including a failure of the public internet or of an upstream provider that is not attributable to our configuration.
How we measure it
From our own request logs, per minute, across every region that served traffic. We publish our figures on request and we do not ask you to prove an outage we can see ourselves.
Changes
We may change this agreement, and where a change reduces the commitment it applies from the start of the next contract term rather than immediately. The version in force is the one referenced by your agreement.
Contact
- Use the contact form — choose Privacy for a data request, anything about deletion, or a question about what is recorded when a code is scanned. You do not need an account, and you do not need to have signed up.
Every message is read by a person. A request about your own data is answered whether or not you are a customer — most people who need to ask are not.