Legal

Service Level Agreement

Last updated: 2026-05-20

This Service Level Agreement (“SLA”) describes the commitments Social Media Downloader makes for the availability and performance of its public web service.

1. Definitions

  • Service: the Social Media Downloader website and the associated download & proxy APIs.
  • Uptime: the percentage of a calendar month during which the Service responds to HTTP 200 at the homepage.
  • Downtime: any continuous period of at least five minutes during which the Service fails the uptime check.

2. Uptime commitment

Monthly Uptime Target
99.5%
Allowed Downtime / mo
~3h 39m
Status Page
Indicator on the homepage footer.

3. Exclusions

The following are not counted as Downtime:

  • Scheduled maintenance announced at least 24 hours in advance.
  • Failures of upstream platforms (YouTube, TikTok, Instagram, Facebook, etc.) that prevent Social Media Downloader from extracting media, including IP blocks, login walls, signature rotations, and extractor regressions.
  • Issues caused by misuse, abuse, or traffic exceeding fair-use limits.
  • Force majeure events, including but not limited to DNS-level outages, datacenter failures, and large-scale internet routing incidents.

4. Performance targets

  • Metadata resolution: p95 response time of the /api/download endpoint under 5 seconds for non-rate-limited requests.
  • Proxy throughput: the /api/proxy endpoint streams at the upstream source’s native rate, with no artificial throttling beyond fair-use limits.

5. Support

Issues affecting service availability can be reported to support@social-media-downloader.com. We acknowledge incidents within one business day and aim to communicate resolution timelines for confirmed outages within four business hours.

6. Remedies

Social Media Downloader is provided free of charge on a best-effort basis. No monetary credits are issued for missed targets. If the Service consistently fails to meet the targets in this SLA, our remedy is transparent communication on the homepage and a public post-mortem.

7. Changes

We may revise these targets as the Service evolves. Material changes will be announced on the homepage. The “Last updated” date at the top reflects the most recent revision.