Service Level Agreement
Last updated 11 July 2026
This Service Level Agreement (“SLA”) sets out the uptime commitment DocEvent.io provides for its paid Cloud Products, and the service credits available to you if we do not meet that commitment. This SLA forms part of, and is governed by, the DocEvent.io Terms of Service. Capitalised terms not defined here have the meaning given in the Terms of Service.
Uptime commitment
DocEvent.io will use commercially reasonable efforts to make the paid Cloud Products available with a Monthly Uptime Percentage of:
- Standard plans — at least 99.9% in each calendar month; and
- Premium plans — at least 99.95% in each calendar month.
This SLA applies only to the Standard and Premium paid plans. The Basic plan is excluded from this SLA and does not carry an uptime commitment or service credits, as are all No-Charge Products (see Exclusions below).
“Monthly Uptime Percentage” is calculated as the total number of minutes in a calendar month less the number of minutes of Downtime in that month, divided by the total number of minutes in that month. “Downtime” means a period during which the Cloud Product is unavailable, excluding any unavailability described under Exclusions below. Uptime and Downtime are measured by DocEvent.io using its internal monitoring tooling.
Service credits
If the Monthly Uptime Percentage falls below the applicable commitment in a given calendar month, you are eligible to request a service credit. The service credit is calculated as a percentage of the fees paid by you for the affected Cloud Product for the calendar month in which the commitment was not met, according to the schedules below.
Standard plans (commitment 99.9%)
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% to below 99.9% | 10% |
| 95.0% to below 99.0% | 25% |
| Below 95.0% | 50% |
Premium plans (commitment 99.95%)
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.9% to below 99.95% | 5% |
| 99.0% to below 99.9% | 20% |
| 95.0% to below 99.0% | 35% |
| Below 95.0% | 50% |
The total service credits awarded for any calendar month will not, under any circumstances, exceed 100% of the fees paid by you for the affected Cloud Product for that month. Service credits are applied only against future invoices and are not payable as a cash refund.
How to claim a service credit
To receive a service credit, you must submit a request by emailing support@docevent.io within fifteen (15) days after the end of the calendar month in which the uptime commitment was not met. Your request must include the dates and times of each incident of Downtime that you are claiming. If we confirm that the Monthly Uptime Percentage is below the applicable commitment, we will issue the service credit within one billing cycle following the month in which your request is confirmed. Failure to provide the request and other required information within the fifteen (15) day period will disqualify you from receiving a service credit.
Exclusions
The uptime commitment does not apply to, and Downtime does not include, any unavailability, suspension or termination of the Cloud Products, or any performance issues, that result from:
- your misuse of the Cloud Products, or use in a manner inconsistent with the Documentation or the Terms of Service;
- factors outside our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the Cloud Products;
- your equipment, software, network connections or other infrastructure, or that of any third party;
- third-party technology, services or systems that are not within our sole control; and
- routine scheduled maintenance or reasonable emergency maintenance.
This SLA does not apply to any No-Charge Products, including free accounts, free trials and Beta Versions, which are provided without any uptime commitment.
Sole and exclusive remedy
The service credits described in this SLA are your sole and exclusive remedy, and DocEvent.io’s sole and exclusive liability, for any failure by DocEvent.io to meet the uptime commitment.