Service Level Agreement
Last updated: September 25, 2026
This Service Level Agreement ("SLA") is part of our Terms of Service. It applies to paid subscriptions in good standing. It does not apply during a free trial or to accounts in an invite-only beta program.
1. Availability
Storage access means that your storage endpoint accepts SSH, SFTP, rsync and ZFS connections from a device on your private network and serves your data. Our target is 99.5% monthly availability for storage access.
Monthly availability is the percentage of minutes in a calendar month in which storage access was available, as measured by our external monitoring (the same checks shown on our status page). A minute counts as unavailable when our monitoring shows your storage endpoint down for that whole minute.
The web portal and API have a target of 99.0%, but no service credits. Your backups do not depend on the portal being up.
2. Exclusions
Downtime caused by any of the following does not count against availability:
- Scheduled maintenance announced at least 48 hours in advance on the status page, up to 4 hours per calendar month.
- Emergency security maintenance, such as applying a critical patch, announced as soon as practical.
- Problems on your side: your devices, your network or internet connection, your Tailscale client, or misconfigured backup software.
- Suspension under the Terms, including for non-payment or a breach of the Acceptable Use policy.
- Your storage being full. Writes are refused once you reach your quota; this is expected behavior, not downtime.
- Force majeure events as described in the Terms.
3. Backup Commitments
These apply to data that has successfully reached your CapyArk storage.
- Automatic snapshots. We take a system snapshot of your dataset at least once every 24 hours and keep snapshots for the retention period of your plan, as shown on the pricing page. You cannot delete system snapshots, so data that has reached us cannot be wiped out through your own credentials within that period.
- Second copy (plans that include offsite replication). We copy your snapshots to a separate backup server. Our target is that the second copy is never more than 48 hours older than your newest snapshot.
- Restore assistance. You can restore any retained snapshot yourself. If you ask us to restore from the second copy because your primary storage is unavailable, we will start the restore within 1 business day.
We do not guarantee that your backup jobs run. Backups are a shared responsibility (Terms, Section 10): you must monitor your backup jobs and test your restores.
4. Support
| Severity | Example | First response |
|---|---|---|
| Critical | Your storage is down, or data you expect is missing | 4 hours, 7 days a week, 08:00–22:00 US Central Time |
| High | Backups failing, performance badly degraded | 1 business day |
| Normal | Questions, billing, configuration help | 2 business days |
Support is by email at support@capyark.com. Business days are Monday to Friday, excluding US public holidays.
5. Incident Communication
- We post incidents that affect storage access on the status page, with updates at least every 2 hours until they are resolved.
- If an incident causes data loss, or storage is unavailable for more than 4 hours, we email the affected customers directly.
- For those incidents we publish a written post-incident report within 5 business days.
6. Service Credits
If we miss a target in a calendar month, you are entitled to a credit against your next invoice:
| What we missed | Credit (% of that month's platform fee) |
|---|---|
| Storage access availability below 99.5% | 10% |
| Storage access availability below 99.0% | 25% |
| Storage access availability below 95.0% | 50% |
| Second copy more than 48 hours old for more than 24 hours in total (plans with replication) | 10% |
- To claim a credit, email support within 30 days after the end of the affected month.
- Credits are calculated on the monthly platform fee only, not on storage overage charges. For yearly plans, the monthly platform fee is one-twelfth of the yearly fee.
- Total credits in a month are capped at 50% of that month's platform fee. Credits have no cash value and are not refunded if you cancel.
- As the Terms state, service credits are your sole remedy for missing the targets in this SLA. This does not limit rights you have under the law.
7. Changes
We may change this SLA with at least 30 days' notice by email. We will not reduce a commitment during a yearly subscription period you have already paid for.