Service Level Agreement

Effective: March 2026

1. API Uptime

PixDoc targets 99.9% monthly uptime for Starter and Pro plans, and 99.95% for Business and Enterprise plans. Uptime is measured as the percentage of minutes in a calendar month during which the API returns successful responses to valid requests.

2. Rendering Performance

For standard documents (single-page HTML under 2 MB), the 95th percentile render time target is under 5 seconds. Complex documents, multi-page PDFs, or pages requiring external resource loading may take longer and are excluded from this target.

3. Support Response Times

Response times are measured during business hours (Monday to Friday, 9 AM to 6 PM ET) unless otherwise noted.

  • Free: Community support only. No guaranteed response time.
  • Starter: Email support, 48-hour response target.
  • Pro: Email support, 24-hour response target.
  • Business: Priority email support, 12-hour response target.
  • Enterprise: Dedicated Slack channel, 4-hour response target (24/7 for critical issues).

4. Service Credits

Business and Enterprise customers are eligible for pro rata credits when monthly uptime falls below the target. Credits are calculated as a percentage of that month's invoice proportional to the downtime exceeding the SLA. Credits must be requested within 30 days of the incident and are capped at 30% of the monthly fee.

Free, Starter, and Pro plans are not eligible for service credits.

5. Exclusions

This SLA does not apply to:

  • Scheduled maintenance windows (announced at least 24 hours in advance).
  • Outages caused by third-party services, including cloud infrastructure providers.
  • Force majeure events, including natural disasters, war, or government actions.
  • Issues caused by customer-side factors, such as malformed requests or exceeding rate limits.
  • Beta or preview features.

6. Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated via email to affected customers at least 30 days before they take effect.