papershot Service Level Agreement
Last updated: 2026-10-07
This Service Level Agreement ("SLA") says how available we keep papershot for paid moments, how we measure it, and what you get if we fall short. It is part of the papershot Terms of Service and is offered by Wellbayt LLC-FZ ("papershot", "we", "us"). It applies to every paid moment: a moment unlocked or topped up through Apple or Google, or set up for a business by us, whether the host is a person or a business.
1. Our Commitment
The papershot service will be available at least 99.5% of the time in every calendar month (UTC). That leaves room for at most about 3 hours and 40 minutes of downtime in a 31-day month. Planned maintenance counts as downtime too.
We set this number from what our infrastructure can really deliver, not from what sounds good. If that infrastructure improves, we may raise it. We never lower it for a month that has already started.
2. What Is Covered
The papershot service means the papershot API that the iOS and Android apps use to join a moment, add photos, videos, and memos to it, and show its roll.
Not covered:
- Free moments. We run them on the same service, but they earn no credits.
- The website's pages, including the invite page at /join.
- Services that Apple and Google run themselves: the App Store, Google Play, purchases and refunds, Sign in with Apple, Google Sign-In, and the delivery of push notifications.
- Problems with a device, a network, or a mobile carrier.
3. How We Measure It
- Downtime is each five-minute period in which the papershot service does not respond, or in which 5% or more of the requests made to it fail with a server error.
- Monthly uptime is the share of the month's five-minute periods that are not downtime.
- We measure both from the request records our hosting provider, Amazon Web Services, keeps for every request to the papershot service, and from the times you report to us. Where they disagree, the hosting provider's records decide, and we show them to you on request.
- Downtime does not include time lost to the exclusions in section 5.
4. Service Credits
If monthly uptime falls below 99.5%, every paid moment that was open (between its start and its end) during any downtime that month earns a credit:
| Monthly uptime | Credit for each affected paid moment |
|---|---|
| Below 99.5%, at least 99.0% | We keep the moment's roll for 30 more days than it would otherwise be kept. |
| Below 99.0% | The 30 extra days, plus a complimentary upgrade of a later moment to the same size (the same guest capacity), to use within 12 months of the claim being accepted. |
A long outage. Whatever the month's figure, if downtime adds up to more than 30 minutes while a paid moment is open, that moment earns a complimentary upgrade of a later moment to the same size, to use within 12 months of the claim being accepted.
Using a credit. To use a complimentary upgrade, make the later moment in the app and tell us which one it is; we upgrade it. If a roll has already been deleted by the time a claim is accepted, we give a complimentary upgrade instead of the 30 extra days. Each moment earns at most one complimentary upgrade a month. Credits have no cash value, cannot be sold, and are given only to the moment's host.
5. Exclusions
Downtime does not include time lost to:
- the services, devices, and networks that section 2 lists as not covered;
- a suspension or removal under the Terms of Service, for example for abuse or unlawful content;
- traffic that breaks the Terms of Service, such as a denial-of-service attack or automated requests;
- events beyond our reasonable control and outside our own and our hosting provider's systems, such as a natural disaster, war, an act of government, or a failure of the wider internet.
Outages of our hosting provider's own systems are not excluded: they count as downtime.
6. How to Claim
- Email support@papershot.app with "SLA claim" in the subject line, from the email address on the host's account if you can.
- Say which moment it is (its name or invite code) and, if you know them, the times the service was not working.
- Send it within 30 days after the downtime ends.
We check the claim against the records in section 3 and answer within 10 business days. If it is valid, we apply the credit within 10 business days after that.
7. Your Other Rights
Service credits are the remedy this SLA gives for missing the commitment in section 1. They do not take away any right you have under mandatory consumer law, or under Apple's or Google's refund rules for a purchase made through them. Our liability is otherwise limited as section 14 of the Terms of Service sets out.
8. Changes
We give at least 30 days' notice of any change that makes this SLA less favourable to you, and a change never applies to a month that has already started. The "Last updated" date at the top shows when it last changed.