Service Level Agreement
Last updated: January 1, 2026
Overview
This page describes the service availability we aim for on paid vDocs plans. It reflects our goals and does not create a binding guarantee or warranty. Free and trial usage is provided on an "as available" basis.
Availability Commitment
We work to keep the Service available as much as reasonably possible, but we do not guarantee any specific uptime percentage. Availability is provided on a reasonable-efforts basis and is subject to the exclusions below.
How Uptime Is Measured
Monthly uptime is calculated as the percentage of minutes in the month during which the Service was available, excluding downtime caused by:
- Scheduled maintenance announced in advance.
- Events beyond our reasonable control (force majeure).
- Your equipment, software, or network, or misuse of the Service.
- Failures of third-party services outside our infrastructure.
Scheduled Maintenance
We may perform scheduled maintenance that temporarily affects availability. We aim to give advance notice and to schedule it during low-usage windows where practical.
Service Credits
We do not offer service credits, refunds, or other financial compensation for downtime. If the Service is unavailable:
- Contact support and we will investigate and work to restore access.
- If you are dissatisfied with availability, you may cancel at any time; cancellation stops future charges.
- Amounts already paid are non-refundable, consistent with our Refund Policy.
This page reflects our availability target only and does not create a binding uptime guarantee or financial remedy.
Support
Support is provided by email during our standard business hours on a reasonable-efforts basis. We do not guarantee specific response times.
Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated in advance through the Service or by email.
Contact
Questions about this SLA or to submit a service credit request, email info@vdocs.ai.