Service Level Agreement
Last updated: August 5, 2026
What we commit to on availability and support responsiveness, what you get when we miss it, and the exclusions that apply. This SLA forms part of the Terms of Service.
1. Scope
This SLA applies to customers on a current paid subscription, for the production web application and its API. It does not apply to free trials, beta or preview features, sandbox environments, or any period in which fees are overdue.
2. Availability commitment
We commit to a Monthly Uptime Percentage of at least 99.9% for the Service.
Monthly Uptime Percentage means: total minutes in the calendar month, minus minutes of Downtime, divided by total minutes in the month. Downtime means a period of five or more consecutive minutes during which all requests to the Service fail or return a server error, as measured by our external monitoring. Isolated errors, individual failed requests, and degraded response times are not Downtime.
3. Service credits
Service credits are the sole and exclusive remedy for failure to meet the availability commitment.
| Monthly Uptime | Approx. downtime | Credit |
|---|---|---|
| 99.9% – 99.0% | ≈ 43 min – 7.2 hrs | 10% of the monthly fee |
| 99.0% – 95.0% | ≈ 7.2 hrs – 36 hrs | 25% of the monthly fee |
| Below 95.0% | more than ≈ 36 hrs | 50% of the monthly fee |
Credits are calculated against the fee for the affected month, applied against a future invoice, and are not exchangeable for cash. Total credits in any month will not exceed 50% of that month's fee.
Claiming. Email support@elawplatform.com within 30 days of the end of the affected month, with the dates, times, and effect of the outage. We respond within 10 business days. We will also apply credits proactively where our own monitoring shows the commitment was missed.
4. Exclusions
Downtime does not include unavailability caused by:
- Scheduled maintenance, announced at least 48 hours in advance and performed within a published window. We target under four hours of scheduled maintenance per quarter.
- Emergency maintenance necessary to address a security vulnerability or prevent data loss, announced as early as circumstances allow.
- Failures of a third-party service outside our control, including AI model providers, where the failure is on their side. Our Subprocessors page lists them.
- Your network, devices, browser, VPN, firewall, or DNS configuration.
- Your acts or omissions, including misconfiguration, exceeding plan limits, or use in breach of the Acceptable Use Policy.
- Suspension or termination of your account in accordance with the Terms of Service.
- Force majeure — events beyond our reasonable control, including large-scale internet or cloud provider failure.
5. Support response targets
Targets below are for the first substantive human response, not resolution. Business hours are 9:00–18:00 U.S. Eastern, Monday to Friday, excluding U.S. federal holidays.
| Severity | Starter / Professional | Enterprise |
|---|---|---|
| Critical — Service unusable for the whole firm | 4 business hours | 2 hours |
| High — Major feature unusable, no workaround | 1 business day | 4 business hours |
| Normal — Degraded or inconvenient | 2 business days | 1 business day |
| Low — Question, request, or cosmetic issue | 3 business days | 2 business days |
Support is provided in English by email at support@elawplatform.com. Security reports go to security@elawplatform.com and follow the timelines on the Security page.
6. Backups & recovery objectives
Databases are backed up daily with point-in-time recovery, and backups are retained on the schedule described in the Privacy Policy. We target a recovery point objective (RPO) of 24 hours and a recovery time objective (RTO) of 12 hours for a total-loss event. These are operational targets, not guarantees, and are not subject to service credits.
Backups protect against our failures, not yours. Content you delete is deleted; export anything you need to keep independently.
7. Changes to this SLA
We may update this SLA on at least 30 days' notice. Changes that reduce the commitment do not apply to a prepaid term already under way. Enterprise customers with a signed agreement are governed by the SLA attached to it where the two differ.