DocuPanda Service Level Agreement (SLA)
Effective Date: August 1, 2024
1. Overview
This Service Level Agreement ("SLA") is entered into by and between DocuPanda, a service of Hoss Technology Inc. ("DocuPanda"), and its customers ("Customer") who signed up to an Enterprise Level Plan. This SLA outlines the service levels that DocuPanda commits to providing to the Customer. The SLA is applicable on a per-customer basis, meaning each Customer’s service level is calculated independently. DocuPanda reserves the right to amend this SLA upon thirty (30) days' prior notice to the Customer.
2. Definitions
| Term | Definition |
|---|---|
| Terminal State | The final status of a document processing request, categorized as either "Success" or "Error". |
| Availability | The percentage of time during a calendar month that the Services are operational and accessible, excluding Scheduled Downtime and Excused Downtime. |
| Scheduled Downtime | Periods during which the Services are unavailable due to planned maintenance, with a minimum of fifteen (15) days’ prior notice provided to the Customer. |
| Excused Downtime | Periods when Services are unavailable due to circumstances beyond DocuPanda’s reasonable control, such as AWS-wide outages, Azure-wide outages, or other force majeure events. |
| Monthly Uptime Percentage | Calculated as 100% minus the percentage of minutes during the calendar month in which the DocuPanda service was unavailable. |
3. Service Scope
This SLA covers the entirety of DocuPanda services, specifically as they are used through the DocuPanda API.
4. Service Level Commitments
4.1 Document Processing (POST Requests)
| Metric | Commitment | Measurement |
|---|---|---|
| Processing Time | 99% of POST document requests will reach a terminal state (Success or Error) within five (5) minutes of submission. | Percentage of total POST document requests for each Customer within a calendar month. |
4.2 Other POST Requests (Excluding Schema Creation)
| Metric | Commitment | Measurement |
|---|---|---|
| Processing Time | 98% of all other POST requests will reach a terminal state within five (5) minutes of submission. | Percentage of total relevant POST requests for each Customer within a calendar month. |
4.3 GET Operations
| Metric | Commitment | Measurement |
|---|---|---|
| Response Time | 99.5% of GET requests will return a valid response within five (5) seconds. | Percentage of total GET requests for each Customer within a calendar month. |
4.4 Critical Issue Resolution
| Metric | Commitment | Penalty |
|---|---|---|
| Response Time | DocuPanda will respond to all critical issues within three (3) hours of reporting by the Customer. | N/A |
| Resolution Time | DocuPanda will resolve all critical issues within twenty-four (24) hours. | 100% refund of the monthly service fee if resolution time is exceeded. |
4.5 Service Commitment and Unavailability
| Metric | Commitment | Definition of Unavailability |
|---|---|---|
| Service Commitment | Monthly Uptime Percentage of 99% for the DocuPanda service. | The service is considered "Unavailable" if it fails to meet the commitments outlined in sections 4.1, 4.2, or 4.3, resulting in the Customer being unable to access or use the service as intended. |
5. Monitoring and Reporting
DocuPanda will provide a live dashboard accessible to the Customer through a private link issued upon entering into an enterprise agreement. This dashboard will display real-time service performance and uptime metrics. The Customer may request access to raw database logs in the event of any discrepancies between their experience and the reported metrics.
6. Penalties for Non-Compliance
| Calculation of Service Credit | Service Credit Cap | Usage of Credits |
|---|---|---|
| (Monthly Subscription Fee) x (Service Commitment – Monthly Uptime Percentage) | Service credits shall be the sole and exclusive remedy for any SLA breach. There are no caps on the total amount of service credits that can be awarded. | Service credits may only be applied toward a renewal or purchase of additional DocuPanda services and must be utilized within one (1) year of issuance. Credits are non-transferable and cannot be applied to other accounts or environments. |
7. Maintenance and Downtime
Scheduled Downtime will be communicated to the Customer with a minimum of fifteen (15) days’ notice and will be excluded from the calculation of service availability. Excused Downtime, arising from force majeure events, is also excluded from SLA calculations.
8. Contact Information
For any inquiries or issues related to this SLA, the Customer may contact DocuPanda through the following channels:
- Email: support@docupanda.io
- Support Chat: Available via the DocuPanda support chat, currently powered by Intercom.
- Head of Operations: Correspondence can also be directed to Nitai, Head of Operations, at nitai@docupanda.io.
9. SLA Modifications
DocuPanda reserves the right to amend this SLA. Any modifications will be communicated to the Customer at least thirty (30) days in advance and will take effect after the notice period, unless otherwise mutually agreed upon by the parties.
10. Credit Request Process
| Process | Details |
|---|---|
| Submission | Customers must submit a claim for a service credit by opening a support ticket within thirty (30) days of the service disruption. The request must include the subject line "SLA Credit Request," the dates and times of the disruption, and relevant details about the affected environment. |
| Review | DocuPanda will review the claim and, if the service was confirmed to be unavailable during the specified period, issue a service credit in accordance with the terms of this SLA. |
11. Dispute Resolution
| Step | Process |
|---|---|
| Initial Submission | Customers may submit a dispute regarding SLA performance via email within thirty (30) days of the incident. |
| Internal Review | DocuPanda will review the dispute, examining logs and relevant data, and will respond within ten (10) business days. |
| Escalation | If unsatisfied with the resolution, the Customer may escalate the issue to senior management, who will provide a final decision within an additional ten (10) business days. |
| Arbitration | If the dispute remains unresolved, it may be referred to binding arbitration under the rules of the American Arbitration Association, to be conducted in Delaware. |
12. Legal Jurisdiction
This SLA is governed by and construed in accordance with the laws of the State of Delaware. Any legal action or proceeding arising under this SLA shall be brought exclusively in the state or federal courts located in Delaware.
13. Standard Provisions
13.1 Severability
If any provision of this SLA is found to be unenforceable or invalid, such provision shall be severed, and the remaining provisions shall remain in full force and effect.
13.2 Entire Agreement
This SLA, together with the main service agreement, constitutes the entire agreement between the parties regarding the subject matter herein and supersedes all prior agreements and understandings, whether written or oral, relating to such subject matter.
13.3 Amendments
This SLA may only be amended by a written agreement signed by both parties, except as otherwise provided in Section 9 regarding unilateral modifications by DocuPanda.