Answers to common questions about planned maintenance, incident notifications, our SLA, and account safety during quiet periods.
How do I get notified about planned maintenance or an incident?
How do I get notified about planned maintenance or an incident?
Our status page is the primary channel for both. Click Subscribe at the top of the page and enter your email to get notified of incidents and scheduled maintenance as they're posted.
If you want to monitor this programmatically instead of relying on someone reading an email, there's a machine-readable RSS feed at status.shotstack.io/rss.xml carrying the same incident and maintenance entries — point your own alerting at that.
Separately, for major maintenance that may introduce downtime, we also email all users directly.
What's your practice when there's an unplanned outage?
What's your practice when there's an unplanned outage?
We act on unplanned incidents as soon as they're detected or reported. Typical resolution is around two hours, often faster depending on severity, and we communicate directly with affected customers while it's in progress rather than only after it's resolved.
How are breaking API changes and deprecations communicated?
How are breaking API changes and deprecations communicated?
We send email notices for major breaking changes, and update our documentation and help articles for minor ones. Our support team is available 24/7, so if a change disrupts your rendering there's someone to reach at any hour.
Is a render that's accepted but then fails or stalls covered by the SLA, even though the API itself stayed available?
Is a render that's accepted but then fails or stalls covered by the SLA, even though the API itself stayed available?
Yes, it's assessed under the same SLA process rather than being automatically out of scope. The test is whether the failure is a direct fault on our side. If a render is accepted and then fails or stalls because of something on our end, and it's diagnosed as ours, it's eligible to be considered for a service credit — submit it the same way as any other claim and it will be investigated on the evidence.
How do I submit an SLA credit claim, and what evidence do you accept?
How do I submit an SLA credit claim, and what evidence do you accept?
Email [email protected] within 10 days of becoming eligible, with supporting documentation. We accept anything that evidences the non-availability — your own application logs showing failed API calls, render IDs, timestamps, error responses. There's no prescribed format.
Each claim is investigated against our own records and assessed against the criteria in our Service Level Agreement, which also sets out where a credit isn't awarded (causes beyond our reasonable control, network/DNS issues outside our infrastructure, downtime advised 72+ hours in advance, individual outages under five minutes, and free plan accounts, among others). We also publish uptime per component at status.shotstack.io, with a rolling history.
Will my account be deleted if I have a quiet month, even though I'm still paying for a subscription?
Will my account be deleted if I have a quiet month, even though I'm still paying for a subscription?
No. An active paid subscription exempts your account from inactivity deletion. That policy is aimed at dormant, abandoned accounts, not a paying customer whose render volume is simply seasonal. A quiet month on an active subscription won't put your account or stored assets at risk.
See also: Personal data in the rendering pipeline for our full data retention policy.
Where does Shotstack process and store my data?
Where does Shotstack process and store my data?
Our rendering and CDN hosting currently operate from a single region, Australia. There's no other regional infrastructure at present, so assets are processed and stored in Australia. Hosted asset URLs take the form https://cdn.shotstack.io/au/v1/{owner_id}/{filename}.