Service Level Agreement (SLA)
Our uptime commitment, support response times, and service credits for PraDocs cloud subscriptions.
Last updated: July 3, 2026
1. Uptime Commitment
We target 99.9% monthly uptime for the PraDocs production environment, excluding scheduled maintenance. Uptime is calculated as: (total minutes in the month − downtime minutes) ÷ total minutes in the month × 100.
2. Scheduled Maintenance
Where possible, planned maintenance is scheduled outside standard business hours (09:00–18:00, Customer's primary time zone) and announced at least 48 hours in advance via email to account administrators or an in-app notice. Scheduled maintenance does not count toward downtime.
| Monthly uptime | Service credit |
|---|---|
| 99.0% – 99.89% | 10% of that month's subscription fee |
| 95.0% – 98.99% | 25% of that month's subscription fee |
| Below 95.0% | 50% of that month's subscription fee |
3. Requesting a Service Credit
To request a service credit, email support@pradocs.com within 30 days of the incident with your account details and the dates/times of the outage you experienced. Approved credits are applied to a future invoice and are your sole and exclusive remedy for failure to meet the uptime commitment, except where a written Enterprise Order Form states otherwise.
4. Exclusions
The uptime commitment does not apply to unavailability caused by: scheduled maintenance; factors outside our reasonable control (force majeure, internet backbone or DNS issues, third-party sub-processor outages); Customer's own equipment, network, or third-party integrations; suspension for Acceptable Use Policy violations or non-payment; or beta, preview, or free-tier features.
5. Support Response Times
| Plan tier | Support channel | Target first response |
|---|---|---|
| Free / Individual | Community & email | Best effort, typically 2 business days |
| Small Team | Priority email | 1 business day |
| Teams / Business | Priority email & chat | 4 business hours (business hours) |
| Enterprise | Dedicated support manager, priority queue | 1 business hour for Severity 1 issues, 24/7 for critical outages |
6. Data Backups
Customer Data is backed up on a regular schedule as described in our Data Retention & Logging Policy, with geographically redundant storage for disaster recovery.
7. Changes to This SLA
We may update this SLA with at least 30 days' notice for any change that reduces the commitments above; improvements may be made at any time.
8. Contact
Status updates and incident reports: support@pradocs.com.