Service Level Agreement

Effective date: [effective date]

1. Scope

This Service Level Agreement is part of the Terms of Service. The availability commitment in section 3 applies to Workspaces on a paid Pro or Scale Plan (see pricing) whose account is in good standing. Enterprise commitments are set in the Order Form. Free, Starter and Growth plans have no availability commitment; we operate them on the same infrastructure. The support targets in section 6 apply to every Plan.

2. Definitions

• Covered Service: the public REST API of the Service, reached through the regional API hosts listed in the documentation. The dashboard, template editors, documentation, integrations, signed-link delivery and test mode are not covered.
• Region: an independent deployment of the Covered Service, such as the EU region. Availability is measured separately for each Region a Workspace uses.
• Downtime: a minute in which the Covered Service in a Region does not respond, or returns server errors, for more than [5] % of valid requests, measured by our monitoring [and synthetic checks run at one-minute intervals from at least two locations].
• Valid request: a correctly formed, authenticated request within your Plan's limits. Requests rejected because of client errors, exceeded limits, rate limiting, a reached render limit (no renders left and no auto top-up possible), suspension, or failures caused by your template, data, remote assets or rendered URLs are not valid requests.
• Monthly Availability: for each Region and calendar month, the total minutes in the month minus Downtime minutes, divided by the total minutes, expressed as a percentage.

3. Availability commitment

Plan	Monthly Availability per Region
Pro	99.9 %
Scale	99.95 %
Enterprise	As agreed in the Order Form

There are no service credits. Section 4 sets out what repeated failures allow.

4. Repeated failures and annual plans

If Monthly Availability in a Region stays below 95.0 % [in two consecutive months, or in any three months within a rolling 12-month period], we treat this as a material breach of this SLA. A Customer on an annual Pro or Scale Plan may then terminate the affected subscription by written notice within [30] days and receive a pro-rata refund of prepaid subscription fees for the unused part of the term, as described in section 6 of the Terms. This termination right and refund are the only remedy for missed availability commitments. [Counsel to confirm the threshold, and whether a commitment without service credits needs a further remedy.]

5. Exclusions

Downtime does not include unavailability caused by:

• Planned maintenance announced at least 7 days in advance on the status page or by e-mail [and capped at a maximum number of hours per month, to be defined];
• Your side: your templates, data, code or configuration, remote assets or URLs that are slow or unavailable, your storage destinations or webhook endpoints, exceeding Plan limits, a reached render limit, revoked or expired keys, or a suspension under the Terms or the Acceptable Use Policy;
• Force majeure, as described in the Terms, including events beyond our reasonable control;
• Beta and planned features, features not part of the Covered Service, and test mode;
• Suspension required by law or by a competent authority.

Emergency maintenance to fix a security issue or restore stability is not excluded and counts as Downtime if it makes the Covered Service unavailable.

6. Support response targets

First response targets, during our support hours [to be defined, for example 09:00 to 17:00 in a stated time zone on business days], are:

Plan	Channels	First response target
Free	Docs, AI assistant, community	Best effort
Starter	E-mail and in-app chat	1 business day
Growth	E-mail and in-app chat, priority	8 business hours
Pro	E-mail and in-app chat	4 business hours
Scale	Plus priority handling, critical incidents around the clock	1 hour for critical issues
Enterprise	Named technical account manager, quarterly reviews	As agreed in the contract

A "critical" issue means the Covered Service is unusable for production traffic in a Region with no workaround. These are response targets, not resolution times. Support requests go to support@dynamicdocumentapi.com or through the dashboard.

7. Status and incident communication

Current status, per-Region components and incident history are published at https://status.dynamicdocumentapi.com, where you can also subscribe to updates. For major incidents we aim to post a first update within 15 minutes of declaring the incident and to give regular updates until it is resolved, followed by a post-incident review for significant outages.

8. Changes

We may update this SLA as described in section 19 of the Terms. [Changes that reduce a commitment do not apply before the end of your current paid subscription term.]

Questions about this SLA: support@dynamicdocumentapi.com. Commercial questions and custom commitments: sales@dynamicdocumentapi.com.