Paid Plans Only
The commitments in this SLA apply exclusively to Starter, Professional, and Enterprise subscribers. Free tier users are not covered by the uptime or response time guarantees described below.
Scope
This Service Level Agreement ("SLA") describes the availability and support commitments Engineersmind Corp provides for the PDFFillr platform to subscribers of paid plans.
Uptime Commitment
The following monthly uptime targets apply per subscription plan. Scheduled maintenance windows are communicated at least 48 hours in advance and are excluded from all uptime calculations.
| Plan | Monthly Uptime Target | Scheduled Maintenance |
|---|---|---|
| Starter | 99.0% | Excluded from calculation |
| Professional | 99.5% | Excluded from calculation |
| Enterprise | 99.9% | Excluded from calculation |
"Uptime" means the Service is accessible and responsive to user requests.
Incident Response Times
The Company will acknowledge and work to resolve incidents according to the following severity classifications:
| Severity | Description | Initial Response | Resolution Target |
|---|---|---|---|
| P1 · Critical | Service fully unavailable | 1 hour | 4 hours |
| P2 · High | Major feature impaired | 4 hours | 24 hours |
| P3 · Medium | Minor degradation | 1 business day | 5 business days |
Service Credits
If the Company fails to meet the monthly uptime commitment, eligible Users may request a service credit according to the following schedule:
| Actual Monthly Uptime | Credit Applied |
|---|---|
| Below target by up to 1% | 10% of monthly fee |
| Below target by 1–5% | 25% of monthly fee |
| Below target by more than 5% | 50% of monthly fee |
Credits must be requested within 30 days of the incident. Credits are applied to future invoices and are not redeemable for cash. Total credits in any calendar month shall not exceed 50% of the monthly fee.
Exclusions
This SLA does not apply to downtime caused by:
- Force majeure events (natural disasters, war, internet infrastructure failures);
- User actions or misuse of the Service;
- Third-party service outages (cloud providers, identity providers);
- Scheduled or emergency maintenance communicated in advance.
Support Channels
Support is provided via email at Support@pdffillr.ai. Enterprise subscribers have access to priority support with a dedicated point of contact.
- Email support
- Standard queue
- Business hours
- Email support
- Priority queue
- Extended hours
- Priority support
- Dedicated contact
- 24 / 7 coverage
Modifications
The Company may update this SLA with at least 30 days' advance notice to affected subscribers. Continued use of the Service after the effective date constitutes acceptance of the revised SLA.