Service level commitment
This commitment applies to paid plans. Enterprise agreements may set a higher target.
On this page · 4 sections
1. Uptime target
Premium and Teams: 99.9% each calendar month. Enterprise: 99.95%. Uptime means the app, signing pages and API respond normally, measured by external monitoring every minute and shown on our status page.
2. Credits
| Monthly uptime | Credit on that month's fee |
|---|---|
| Below 99.9% | 10% |
| Below 99.5% | 25% |
| Below 99.0% | 50% |
Ask for a credit within 30 days at billing@esorasign.com. Credits are applied to your next invoice and are your sole remedy for missed uptime.
3. What does not count
- Maintenance we announce at least 48 hours ahead, limited to 4 hours a month.
- Problems caused by your systems, your internet connection or third-party services you connect.
- Suspensions under our terms.
- Events beyond our reasonable control.
4. Support response targets
| Plan | First response |
|---|---|
| Free | Help centre and community |
| Premium | 1 business day |
| Teams | 8 business hours |
| Enterprise | 1 hour for urgent issues, 24/7 |
Questions about this page? Email legal@esorasign.com or write to eSora Labs Ltd., Toronto, Ontario, Canada.