Service Level Agreement
Our commitments on uptime, response times, and processing latency — by plan.
Effective: January 1, 2026 · Last updated: August 1, 2026
SLA by Plan
| Commitment | Starter | Professional | Enterprise Supreme |
|---|---|---|---|
| Uptime guarantee | 99.5% | 99.9% | 99.95% |
| Initial response time | Next business day | 4 business hours | 1 hour (24/7 for Severity 1) |
| Processing latency | Under 60 seconds (median) | Under 15 seconds (median) | Under 8 seconds (median) |
| Support channels | Email + Slack | Email + Slack + dedicated CSM | |
| Incident updates | Every 4 hours | Every 60 minutes | Every 15 minutes |
| Credit per hour of downtime | 2% of monthly fee | 5% of monthly fee | 10% of monthly fee |
| Maximum credit per month | 15% of monthly fee | 25% of monthly fee | 50% of monthly fee |
Claiming a Service Credit
To claim a service credit, submit a request to sla@enterprise.inkscribe.ai within 30 days of the incident, including: the date and duration of the downtime, a description of the impact on your operations, and your account ID. Credits are reviewed within 10 business days and applied to the following billing cycle if approved.
Definitions
Uptime
The percentage of time in a calendar month during which the Inkscribe AI Enterprise platform is available for document processing and API requests, excluding scheduled maintenance windows.
Downtime
Any period during which the platform is unable to accept document processing requests or return results. Excludes periods of degraded (slower than SLA) but functional service, and any outage attributable to customer infrastructure, third-party services not under Inkscribe AI control, or force majeure events.
Severity 1 (Critical)
Complete platform unavailability, or a security incident affecting customer data. Response within 1 hour on all plans; real-time incident bridge on Enterprise Supreme.
Severity 2 (High)
Material degradation of core processing or API functionality affecting multiple customers. Response within 4 hours on Professional+.
Severity 3 (Medium)
Partial feature degradation or isolated customer impact. Response within 1 business day on all plans.
Severity 4 (Low)
Minor issues, cosmetic bugs, or feature questions. Handled through standard support queues.
Scheduled Maintenance
Maintenance windows are announced at least 72 hours in advance via the status page and email notification. Enterprise Supreme customers receive direct notification from their CSM. Maintenance windows are excluded from uptime calculations.
Service Credit
A credit applied to the next billing cycle equal to the applicable percentage of the monthly fee for the affected plan. Credits are not redeemable for cash and do not carry over beyond one billing cycle.
This SLA is incorporated by reference into the Inkscribe AI Enterprise Terms of Service. In the event of any conflict, the Terms of Service govern. Questions: legal@enterprise.inkscribe.ai