Service Level Agreement (SLA)

Last Updated: November 17, 2024

1. Introduction

This Service Level Agreement ("SLA") describes the support services and performance commitments that DeepDocs.io provides to its customers. This SLA applies to paid subscription plans and is subject to the Terms of Service.

2. Support Services

2.1 Support Channels

We provide support through the following channels:

• Email support: support@deepdocs.io
• In-app support ticket system
• Knowledge base and documentation
• Community forum
• Phone support (Business and Enterprise tiers only)
• Dedicated account manager (Enterprise tier only)

2.2 Support Response Times

2.3 Issue Priority Definitions

• Critical: Service is completely unavailable or core functionality is severely impaired affecting all users
• High: Major functionality is impaired or significant performance degradation affecting multiple users
• Normal: Minor functionality issues, questions, or feature requests affecting individual users or having workarounds

2.4 Support Hours

• Free/Basic: Business hours (9 AM - 5 PM EST, Monday-Friday)
• Professional: Extended hours (8 AM - 8 PM EST, Monday-Friday)
• Business: 24/5 (24 hours, Monday-Friday)
• Enterprise: 24/7/365

3. Performance Targets

3.1 API Response Times

We target the following API response times (95th percentile):

• Document upload: < 2 seconds (excluding file transfer time)
• Simple queries: < 3 seconds
• Complex queries: < 10 seconds
• Document listing: < 1 second

3.2 Processing Times

Document processing times vary based on document size and complexity:

• Small documents (<10 pages): < 1 minute
• Medium documents (10-50 pages): < 5 minutes
• Large documents (50-200 pages): < 15 minutes
• Very large documents (>200 pages): Best effort, typically < 30 minutes

Note: These are target times, not guarantees. Actual processing times may vary based on system load and document characteristics.

4. Maintenance Windows

4.1 Scheduled Maintenance

We perform scheduled maintenance as follows:

• Frequency: Typically monthly, not to exceed 4 hours per month
• Timing: During low-usage periods (typically weekends, 2 AM - 6 AM EST)
• Notice: At least 24 hours advance notice via email and status page
• Duration: Typically 1-2 hours, maximum 4 hours

4.2 Emergency Maintenance

In case of critical security issues or system failures, we may perform emergency maintenance with minimal notice. We will:

• Provide as much advance notice as possible
• Post updates on our status page
• Minimize disruption to the extent possible
• Provide post-incident reports for significant outages

5. Monitoring and Status

5.1 Status Page

We maintain a public status page at status.deepdocs.io showing:

• Current system status
• Ongoing incidents
• Scheduled maintenance
• Historical status data
• Performance metrics

5.2 Incident Communication

During incidents, we provide:

• Initial acknowledgment within 15 minutes
• Regular updates every 30-60 minutes
• Root cause analysis for major incidents
• Post-incident reports within 5 business days

6. Data Backup and Recovery

6.1 Backup Schedule

• Continuous replication to multiple availability zones
• Daily full backups retained for 30 days
• Weekly backups retained for 90 days
• Monthly backups retained for 1 year

6.2 Recovery Targets

• Recovery Time Objective (RTO): 4 hours for critical systems
• Recovery Point Objective (RPO): 1 hour maximum data loss

6.3 Disaster Recovery

We maintain disaster recovery capabilities including:

• Multi-region redundancy
• Automated failover systems
• Regular disaster recovery testing
• Documented recovery procedures

7. Security Commitments

We maintain security measures including:

• SOC 2 Type II compliance (in progress)
• Annual third-party security audits
• Penetration testing at least annually
• 24/7 security monitoring
• Incident response team
• Regular security training for staff
• Vulnerability management program

8. Limitations and Disclaimers

This SLA is subject to the following limitations:

• This SLA does not apply to free or trial accounts
• We reserve the right to modify this SLA with 30 days notice
• Performance targets are goals, not guarantees
• AI response quality is not covered by this SLA
• Third-party service availability is not covered by this SLA

9. SLA Review and Updates

We review and may update this SLA:

• Quarterly to ensure targets remain appropriate
• When introducing new features or infrastructure
• In response to customer feedback
• To align with industry standards

Material changes will be communicated at least 30 days in advance.

10. Contact Information

For SLA-related questions or to report issues:

• Email: sla@deepdocs.io
• Support: support@deepdocs.io
• Status Page: status.deepdocs.io