Service Level Agreement
Last updated September 2, 2026
This SLA applies to customers on the Agency plan. It forms part of the Terms of Service.
The commitment
Aidelly will make the covered services available at least 99.9% of each calendar month. That allows roughly 43 minutes of downtime per month.
What is covered
Two components carry this commitment:
- App and dashboard. You can sign in and use the product.
- Publishing. Posts scheduled to go out are going out.
The social platforms are not covered. When Instagram, LinkedIn, TikTok or any other network has an outage or degrades its API, posts can fail through no fault of ours. We publish each platform's status so you can see the difference, but we cannot accept liability for a service we do not run.
How uptime is measured
Availability is measured by automated checks against published health endpoints, run from multiple regions every five minutes. The results are published continuously at status.aidelly.ai, which is hosted independently of Aidelly's own infrastructure so it stays reachable during an incident.
A component counts as unavailable for a five-minute interval when its check fails. We state the interval because it matters: an outage shorter than the sampling interval may not be observed. If you experience an outage our checks did not catch, tell us and we will investigate rather than point at the graph.
Monthly uptime is the number of successful intervals divided by the total intervals in the month, excluding the exclusions below.
Service credits
If we miss the commitment, you can claim a credit against the following month's fee for the affected subscription.
| Monthly uptime | Credit |
|---|---|
| 99.0% to below 99.9% | 10% of the monthly fee |
| 95.0% to below 99.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Credits are the sole remedy under this SLA. They apply to fees, not as cash refunds, and cannot exceed the monthly fee for the affected subscription.
How to claim
Email support@aidelly.com within 30 days of the end of the affected month. Tell us the dates and roughly what you saw. You do not need to calculate the uptime figure or cite an incident number; we hold the measurements and will work it out.
We will respond within 10 business days. If we agree, the credit is applied to your next invoice.
Exclusions
Downtime does not count toward the commitment where it results from:
- Scheduled maintenance announced at least 48 hours in advance on status.aidelly.ai. We aim to keep this rare and outside business hours.
- An outage or API change at a social platform or another third party we depend on.
- Factors outside our reasonable control, including internet or network failures between you and us.
- Your own configuration, an expired or revoked social account credential, or use of the service in a way the documentation advises against.
- Suspension for non-payment or breach of the Terms.
- Beta or preview features, which are labelled as such.
Support response times
Agency plan customers get priority support. These are first response times, not resolution times, and we will tell you what is happening rather than go quiet.
| Severity | Definition | First response |
|---|---|---|
| Severity 1 | The service is unavailable, or publishing has stopped for all of your workspaces. | 4 hours |
| Severity 2 | A core function is broken with no workaround, affecting multiple users or clients. | 1 business day |
| Severity 3 | A function is degraded or broken but has a workaround. | 2 business days |
| Severity 4 | Questions, feature requests, and cosmetic issues. | 3 business days |
Changes
If we change this SLA in a way that reduces the commitment, we will give 30 days notice before it takes effect for existing Agency customers.
Questions: support@aidelly.com. Aidelly Corporation, a Delaware corporation. 8 The Green STE B, Dover, DE 19901.