Legal

Service Level Agreement

Version 0.2 (draft) · Last updated 3 October 2026 · Part of the Terms of Service

This agreement says what availability we commit to on the Pro and Scale plans and on Enterprise, and how we measure it.

1. Who it covers

This agreement applies to the Pro and Scale plans and to Enterprise contracts. The Free, Starter and Growth plans, beta and preview features and the web application’s non-essential parts are excluded. It covers the render API at api.dynamicdocumentapi.com and the delivery of generated files. [TO CONFIRM: whether the dashboard is measured separately, as competitors do.]

2. The commitment

We commit to the following monthly uptime per calendar month, per region:

For reference: in a 30-day month, 99.9 % allows roughly 43 minutes of downtime and 99.95 % roughly 22 minutes.

3. How availability is measured

We measure in five-minute intervals. An interval counts as unavailable if every valid render request in it fails with a server error, or if the API does not respond. Monthly uptime is the number of available intervals divided by all intervals in the month, minus the exclusions in section 4.

Measurement is based on our monitoring [TO CONFIRM: external monitoring as well, and a public status page — otherwise the customer cannot verify the number].

4. What is excluded

• scheduled maintenance announced under section 5;
• causes outside our infrastructure: the public internet, your network, your cloud provider, a third-party page you asked us to render, or a font, asset or webhook endpoint you pointed us at;
• your own configuration, including invalid templates, invalid requests, exhausted quotas or expired API keys;
• suspension under the Terms of Service or the Acceptable Use Policy;
• beta, preview and experimental features;
• force majeure, including attacks that exceed what a comparable provider could reasonably defend against;
• requests that exceed documented rate limits or fair use.

5. Maintenance

Planned maintenance that may affect availability is announced at least [TO CONFIRM: 7] days in advance on the status page and by email, and is placed in low-traffic windows. Urgent security maintenance may happen at any time; we announce it as early as we can.

6. Support response targets

Targets apply to first response, not to resolution, and are measured during business hours [TO CONFIRM: which time zone].

7. No service credits

Missing the commitment does not give rise to service credits or other compensation for the unavailability as such. This does not affect claims under section 17 of the Terms of Service — in particular liability for intent, gross negligence or injury — nor the statutory rights of consumers. [TO CONFIRM: whether a commitment without credits needs another remedy, such as a termination right after repeated failures.]

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