Service commitment

Draft. Last updated 2026-08-21.

What we measure

A probe runs every minute from outside our network and requests a logo the way your page does — same URL, same edge, no special treatment. A minute counts as available if a real image came back. Monthly availability is available minutes divided by measured minutes, and both numbers are published live on the status page as they accumulate, not assembled afterwards.

The probe does not run on our server. A server that is down cannot report that it is down, and a figure we calculated about ourselves is not one you should have to accept in a billing dispute.

What we commit to

• Free — no availability commitment. Same infrastructure, same code, no credits.
• Pro, monthly — a published target of 99.9%. We measure it and show it whether or not we hit it, but at $19 a month a service credit would be worth about two dollars, and we would rather not pretend that is a remedy. If we miss it badly, email us and we will refund the month.
• Pro, annual and Enterprise — 99.9%, backed by the service credits below.

Service credits

Applied to the following invoice, as a percentage of that month's fee. Credits are the exclusive remedy for missed availability.

• Below 99.9% — 10%
• Below 99.5% — 25%
• Below 99.0% — 50%
• Below 95.0% — 100%, and you may terminate immediately with a pro-rated refund

Claim by emailing [email protected] within 30 days of the end of the affected month. We apply the credit against our own published figures — you do not have to prove the outage, and you do not have to have noticed it at the time.

What is not covered

Whether a particular domain has a logo. Every mark we serve is fetched from that company's own website. If they publish no icon, publish a broken one, or block us, you get a generated letter mark — that is the product working as designed, not an outage, and we will not owe you money because a third party redesigned their site. We publish the share of requests answered with a real logo on the status page, and we take it seriously, but it is a measurement rather than a promise.

Also excluded:

• Scheduled maintenance, announced at least 48 hours ahead and capped at 4 hours a month.
• Requests rejected by your own configuration — a revoked key, a referer outside your allowlist, or exceeding your plan's quota.
• Suspension for breach of the terms.
• Failures of networks or providers between you and us that we do not control, and events outside our reasonable control.
• Beta or preview features, which are labelled as such.

Support

• Free — best effort, by email.
• Pro — one business day, by email.
• Enterprise — same business day, and a named contact for incidents.

Honest caveats

favi runs on a single server today. That is a deliberate trade — it is what keeps the price at $19 rather than $99 — and it means a hardware failure is a real outage rather than a failover. What it does not mean is unannounced downtime for deploys: those are covered by the edge cache and are why availability is defined on the customer path.

If you need a multi-region commitment, or one written into your own paper, email [email protected]. We would rather tell you what we actually run than agree to a number and hope.