Service Level Agreement
The Business plan carries a 99.9% monthly uptime commitment. This page defines how uptime is measured, the service credits owed when we miss it, and how to claim them. Live health is always visible on the status page.
Uptime commitment
For organizations on the Business plan, the Abundera Sign service will be available at least 99.9% of the minutes in each calendar month. "Available" means the production signing API and document endpoints at sign.abundera.ai respond successfully to well-formed requests. Availability is measured across the calendar month from our monitoring and server logs; the status page shows the same checks your browser can run.
Service credits
If monthly uptime falls below the commitment, you are entitled to a credit against future invoices, calculated as a percentage of the monthly plan fee for the affected month:
| Monthly uptime | Credit (% of monthly plan fee) |
|---|---|
| 99.0% to below 99.9% | 10% |
| 95.0% to below 99.0% | 25% |
| Below 95.0% | 50% |
Total credits in any rolling twelve-month period are capped at one month's plan fee. Credits apply to your next invoice; on annual or otherwise prepaid accounts you may instead request the credit as a refund in writing.
If monthly uptime falls below 95.0% in two consecutive calendar months, or in any three months of a rolling twelve-month period, you may terminate the Business plan without penalty and receive a pro-rated refund of any prepaid, unused fees.
How to claim
Email support@abundera.ai within 30 days of the end of the affected calendar month, with the time window you observed. We verify claims against our monitoring and server logs and apply approved credits to your next invoice. Credits do not accrue as cash, are not refunds, and, except for the termination right above, are the sole and exclusive remedy for missed uptime.
Exclusions
Downtime caused by the following does not count against the commitment:
- Scheduled maintenance announced at least 24 hours in advance, up to 4 hours per calendar month.
- Your own equipment, network, software, or misuse of the service, including exceeding documented rate limits.
- Third-party services outside our control acting as the sole cause, including identity-verification, notarization, and payment providers. Timestamp authorities are excluded from this exclusion: sealing fails over across three independent RFC 3161 authorities before it is counted as unavailable.
- Force majeure events, including failures of the internet backbone, DNS infrastructure we do not operate, or upstream cloud regions.
- Suspension for violation of the Terms of Service or non-payment.
- Free tools, demos, staging environments, and features marked beta.
Documents stay verifiable regardless
Availability of the service and validity of your documents are independent. Every sealed evidence package can be downloaded and verified offline, and every seal is anchored to independent services we do not operate (GitHub, GitLab, the Rekor transparency log, RFC 3161 timestamp authorities, and the Bitcoin blockchain). Even during an outage, already-signed documents remain provable. See verification.
Changes
We may update this SLA with 30 days' notice by email to Business plan billing contacts. Changes never reduce credits owed for months that already ended.