SLA and support

Our commitmentCopy Anchor Link

FoodShot commits to 99% availability each calendar month for:

• creating generations: POST /v1/generations;
• reading their status: GET /v1/generations/{id}.

Other endpoints, the docs and the dashboard are outside this commitment, though we monitor them too.

Service creditsCopy Anchor Link

If monthly availability falls short, you get service credits, added to your account as extra credits:

• Service credits are capped at 25% of the month's plan credits, and apply to monthly plans only.
• Claim them by email to hello@foodshot.ai within 30 days after the end of the month.
• Service credits are the only remedy for missed availability.

How we measure itCopy Anchor Link

Monthly availability = 1 − (down minutes ÷ minutes in the month), per calendar month in UTC. Maintenance announced at least 48 hours ahead doesn't count. At 99%, the allowance is about 7.3 hours a month.

A minute is a down minute when:

• our checks of GET /v1/health, which run every minute from several regions, fail from at least 2 regions; or
• it falls in a 5-minute window in which at least 10 requests reached the two endpoints above, from all accounts and both environments, and at least 5% of them got an error.

An error is any 5xx response, 429 busy, or a 429 from the hosting platform in front of the API, except for an account that went over its limits in that window. Limit answers (rate_limited, queue_full, daily_limit_reached) and other 4xx responses caused by the request are not errors.

ObjectivesCopy Anchor Link

These are targets, not part of the commitment:

• Generation time: about 30-40 seconds once a job starts; 4K jobs usually take a little longer than 2K.
• Success rate: at least 98% of accepted jobs succeed. Failed jobs are always refunded.

IncidentsCopy Anchor Link

• When the API is down or slow, we email your technical contact.
• Incidents that affect your data follow the Data and privacy steps.

SupportCopy Anchor Link

• Email: hello@foodshot.ai. Include the FoodShot-Request-Id of a failing request or the generation id. Never send API keys or webhook secrets, and please don't send vendor photos.
• First reply within 1 business day. Business days are Monday to Friday, Istanbul time, excluding Turkish public holidays.