Service Level Agreement
Last updated: February 1, 2026
This Service Level Agreement ("SLA") describes the uptime commitments, support response times, and credit policies for the SignFlow platform. This SLA applies to all paid subscription plans.
Uptime Commitment
SignFlow guarantees 99.9% availability for the core platform, measured on a monthly basis. This translates to no more than 43 minutes of unplanned downtime per month. Uptime is measured from our monitoring infrastructure and excludes scheduled maintenance windows.
Support Response Times
Response times vary by subscription tier and issue severity. All times represent the maximum initial response time during business hours (Monday through Friday, 9 AM to 6 PM EST).
| Tier | Critical | High | Normal |
|---|---|---|---|
| Core($99/mo) | 24 hours | 48 hours | 72 hours |
| Pro($199/mo) | 12 hours | 24 hours | 48 hours |
| Enterprise($499/mo) | 4 hours | 8 hours | 24 hours |
Critical: Service is completely unavailable or payment processing is down.
High: Major feature is impaired but workaround exists.
Normal: Minor issue, feature request, or general question.
Scheduled Maintenance
Scheduled maintenance is performed during low-traffic windows (typically Sundays between 2 AM and 6 AM EST). We will provide at least 48 hours advance notice for any scheduled maintenance that may affect availability. Emergency maintenance for critical security patches may be performed with shorter notice.
Credit Policy
If SignFlow fails to meet the 99.9% uptime commitment in any calendar month, affected customers are eligible for service credits applied to the following month's invoice.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% -- 99.9% | 10% of monthly fee |
| 95.0% -- 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To request a service credit, contact support@signflow.pro within 30 days of the incident. Credits are capped at 50% of the monthly subscription fee and cannot be exchanged for cash.
Exclusions
The following are excluded from uptime calculations and do not qualify for service credits:
- Scheduled maintenance windows communicated at least 48 hours in advance
- Force majeure events including natural disasters, wars, and government actions
- Issues caused by third-party services outside of SignFlow's control (payment processor outages, database provider outages, etc.)
- Customer-caused outages due to misuse, unauthorized modifications, or exceeding usage limits
- Internet connectivity issues outside of SignFlow's network
- Beta or preview features explicitly marked as non-production
Questions?
If you have questions about this SLA or need to report a service issue, contact us at support@signflow.pro.