The short version
- We aim for [99.9%] monthly availability of the signing service and the app, measured every minute from outside our network.
- Support replies within 1 business day on Standard, 4 business hours on Priority, and 1 hour around the clock on Premium 24×7.
- If availability falls below the target in a month, paid workspaces can claim a service credit.
1. What this covers
This service level agreement ("SLA") applies to paid workspaces on Solo, Team, Business and Enterprise. It covers the eDocYouSign web app, the signing pages and the public verification page (the "Service"). An Enterprise order form can set different commitments; if it does, the order form controls.
2. Availability
| Measure | Commitment |
|---|---|
| Monthly availability target | [99.9%] (about 43 minutes of downtime a month) |
| How it's measured | An external monitor loads the sign-in page and the signing service every minute from [two or more regions]. A minute counts as down when every check in it fails. |
| Incident updates | By email from status@edocyousign.com during incidents; write to it to subscribe |
Not counted as downtime: scheduled maintenance announced at least 48 hours ahead (no more than 4 hours a month, outside 8 am to 8 pm US Eastern on weekdays); problems caused by your own network, browser or email provider; third-party services outside our control, such as email delivery after it leaves our servers, Stripe, Twilio or Stripe Identity; and suspension under the Terms of Service.
3. Support response times
Response time is the time from your request to the first reply from a person on our support team.
| Support plan | First response | Hours | Channels |
|---|---|---|---|
| Standard (included) | Within 1 business day | Support hours | Email, live chat |
| Priority ($59 a month; included with Business) | Within 4 business hours | Support hours | Email, live chat, voice calls |
| Premium 24×7 ($199 a month) | Within 1 hour | 24 hours a day, 7 days a week | Email, live chat, voice calls, onboarding help |
Support hours are [Monday to Friday, 9 am to 6 pm US Eastern, except US federal holidays].
4. Incident severity and updates
| Severity | Example | Status updates | Target to restore or work around |
|---|---|---|---|
| 1. Critical | The Service is down, or documents can't be sent or signed | Every hour | [4 hours] |
| 2. High | A main feature fails for many users, with no workaround | Every 4 hours | [1 business day] |
| 3. Normal | A feature fails with a workaround, or for a few users | Daily | [5 business days] |
| 4. Low | Questions, cosmetic issues, feature requests | As needed | Next suitable release |
A security incident affecting customer data is handled under the incident response process in the Trust Center, with notice to affected customers within 72 hours.
5. Backups and recovery
| Measure | Commitment |
|---|---|
| Backups | [Daily] encrypted backups of the database and stored documents, kept [30 days], stored apart from the production server |
| Recovery point objective (RPO) | [24 hours]: at most the last day of changes could be lost in a disaster |
| Recovery time objective (RTO) | [8 hours] to restore the Service after a disaster |
| Restore tests | [Every quarter], with the result recorded |
Backups hold documents in their encrypted form. A restore can't make a document readable without its access code, because we never have the keys.
6. Service credits
| Monthly availability | Credit (share of that month's subscription fee) |
|---|---|
| Below [99.9%] | [10%] |
| Below [99.0%] | [25%] |
| Below [95.0%] | [50%] |
To claim a credit, an owner opens a support request within 30 days after the month ends, with the dates and times affected. Credits apply to the next invoice, can't be exchanged for cash, and are the only remedy for missing the availability target. Credits for a month can't exceed 50% of that month's fee.
7. Changes to this SLA
We may update this SLA. We won't reduce the availability target or support response times during a paid term you have already paid for. We'll post changes here and email workspace owners at least 30 days before they take effect.
This SLA is part of the Terms of Service for paid plans. Items highlighted in yellow must be completed by the operator before publishing, and the whole page reviewed by your attorney.