legal
service level agreement
Last updated: 8 May 2026 · Effective immediately for all users.
Service availability
Hey! Creators commits to maintaining a service uptime of 99.5% per calendar month, calculated across all platforms (web, iOS, Android). Scheduled maintenance windows (notified 48 hours in advance) are excluded.
Uptime commitment
- Web platform: 99.5% uptime guarantee
- Mobile apps (iOS/Android): 99.0% uptime guarantee (excluding app store outages)
- API endpoints: 99.5% uptime guarantee
- Payout processing: Best-effort guarantee; legal holds and banking delays excluded
Maintenance windows
Scheduled maintenance may occur on Sundays between 11 PM–1 AM IST. Emergency maintenance may be performed without advance notice if system security or integrity is at risk.
Support response times
- Critical issues (payout failures, account compromise) — response within 2 hours
- High-priority issues (app crashes, feature bugs) — response within 4 hours
- General inquiries — response within 24 hours
Payout service level
Hey! Creators aims to release approved UPI payouts within 1 business day of brand validation. We aim for a 99% payout success rate after approval. Failures due to incorrect UPI IDs, bank server errors, account blocks, or delayed brand validation are not covered under this SLA.
Data backup
User data is backed up daily. In the event of data loss due to platform failure, we will restore from the most recent backup available (up to 24 hours old).
Incident escalation
Critical incidents affecting > 100 users will be escalated to our engineering leadership and communicated via in-app alerts, email, or social media.
Exclusions
This SLA does not cover:
- Third-party service failures (payment gateways, social networks, banks)
- User-caused issues (forgotten passwords, account lockouts)
- Network or device failures on the user's end
- Force majeure events (natural disasters, wars, pandemics)
- Scheduled maintenance (48-hour notice given)
Service credits
If we fail to meet SLA targets for a calendar month, eligible users may request service credits (platform subscription discounts) within 30 days of the incident. Service credits are at our sole discretion and are the exclusive remedy for SLA breaches.
Questions?
For SLA inquiries, contact support@heycreators.ai.