Service Level Agreement

TL;DR: heft.io publishes per-service monthly uptime targets from 99.5% to 99.99%. Planned maintenance is announced in advance. Live status is at status.heft.io.

What's covered

This SLA covers uptime for:

• Tracking JS
  Client-side tracker script at track.heft.io/lib.js
• Tracking API
  Event collection at track.heft.io
• Data API
  Analytics queries and dashboard data at app.heft.io
• Authentication
  Sign-in and session management at app.heft.io
• Site sharing
  Public analytics pages at site.heft.io
• Static application and website
  Static assets and pages at app.heft.io and heft.io

Documentation pages and email delivery are outside this SLA. Beta features, preview releases, and anything labelled experimental are excluded until they reach general availability.

Uptime targets

heft.io commits to the following monthly availability rates. The measurement period is each calendar month, UTC. On a 30-day month, the targets allow at most roughly:

Scheduled maintenance windows described below are excluded from these calculations.

How availability is measured

Unavailability

The covered service can't be reached, or returns server errors (5xx) for valid requests, continuously for at least five minutes. Monitoring has to confirm the incident.

Valid request

A request that would normally succeed when the service is healthy – for example, a GET for track.heft.io/lib.js, sign-in with correct credentials, a tracking request with a valid site identifier, or an analytics query with a valid session.

Maintenance

Planned maintenance covers security patches, infrastructure updates, and database operations. Where possible, it's scheduled during the lowest-traffic windows derived from aggregate traffic patterns across sites tracked with heft.io. Maintenance is announced at least 48 hours in advance on status.heft.io. Account holders get an email too.

Emergency maintenance for a security or stability issue may run without prior notice. Downtime during emergency maintenance still counts towards the monthly availability rate.

Exclusions

The uptime targets don't apply when downtime is caused by, or related to:

• Factors outside heft.io's reasonable control: force majeure, upstream internet or DNS failures outside heft.io's network, or DDoS attacks mitigated at the edge
• Your configuration, integration, or misuse of the service: invalid API keys, rate-limit breaches, or embedding errors on your site
• Suspension or termination under the Terms of Service
• Scheduled maintenance announced in accordance with this SLA

Status and monitoring

Service health is monitored continuously. Subscribe at status.heft.io for incident history and maintenance notices.

Changes

This SLA may be updated. If something material changes, you'll hear about it in advance. Continued use means you accept the latest version.

Contact

Questions about this SLA? Use the contact options on the site.

Last updated: May 2026