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Service Level Agreement · version 18 September 2026
Service Level Agreement
Applies to Professional Team and Corporate Studio subscriptions. One-time purchases (3 documents, 30-day pass) are covered by the Terms of Service only.
1. Definitions
- Application: the software served at docsupra.com that corrects and exports documents in the browser.
- Licence Service: api.docsupra.com, which authorises downloads and manages seats.
- Downtime: a period of at least five consecutive minutes in which the Application cannot be loaded from docsupra.com or the Licence Service returns errors or no response for authorised download requests, as measured by Provider’s edge monitoring and confirmable from the public status page. Downtime excludes the Exclusions in section 4.
- Monthly Uptime: 100% minus the percentage of minutes in the calendar month that were Downtime.
2. Availability commitment
| Plan | Monthly uptime | Service credit if missed |
|---|---|---|
| Corporate Studio | 99.9% | 10% of that month’s fee below 99.9%; 25% below 99.0%; 50% below 95% |
| Professional Team | 99.5% | 10% of that month’s fee below 99.5%; 25% below 99.0% |
Because the Application runs in the browser and works offline once loaded, an outage of the Licence Service delays downloads for new sessions but does not stop auditing, correction or preview. This is why the commitment can be made by a single-operator provider without a claim that hardware never fails.
3. Support
| Severity | Definition | First response (Corporate Studio) | First response (Professional Team) |
|---|---|---|---|
| 1 — Critical | No member can download; Licence Service down | 4 business hours | 1 business day |
| 2 — High | A destination preset delivers a file the destination rejects; a feature is unusable for the team | 1 business day | 2 business days |
| 3 — Normal | Questions, configuration, how-to, invoicing | 1 business day | 2 business days |
Business hours are 9:00–18:00 Atlantic Standard Time (UTC−4), Monday to Friday, excluding United States federal holidays. Channel: support@docsupra.com; Corporate Studio customers receive a named contact and a direct escalation address at onboarding. Escalation: if a Severity 1 issue is not acknowledged within the time above, email security@docsupra.com with “ESCALATION” in the subject.
4. Exclusions
- Scheduled maintenance announced at least 48 hours ahead on the status page, limited to 4 hours per month, outside business hours.
- Failures of the Customer’s own network, devices, browsers or proxies, including blocking of the hosts listed in the system requirements.
- Outages of Stripe affecting only new purchases.
- Force majeure, or attacks against the Customer.
- Rejections by a destination whose published rule changed after the date shown on Rule watch.
5. Claiming a credit
Email support@docsupra.com within 30 days of the end of the affected month with the dates and times observed. Credits are applied to the next invoice or, for card subscriptions, as a discount on the next renewal. Credits are the sole remedy for missed availability; they are not refunds, and consistent with the Terms of Service no payment already made is returned.
6. Changes
Provider may improve these levels at any time and will not reduce them for an active subscription without 30 days’ notice to the billing contact and the right to terminate at the end of the paid period.