Service Level Agreement
Last updated: April 20, 2026
This Service Level Agreement ("SLA") describes the service commitments for ZDottedLine Inc.'s e-signature platform for customers on paid subscription plans. This SLA is incorporated into and subject to the Terms of Service. Free plan accounts are not covered by this SLA.
1. Uptime Commitment
Zdottedline commits to 99.9% monthly uptime for the core signing service (document upload, signing interface, and signature verification), measured as the percentage of total minutes in a calendar month during which the Service is available.
Uptime is calculated as: (Total Minutes - Downtime Minutes) / Total Minutes × 100
Downtime means any period where the core signing service is materially unavailable, as measured by our internal monitoring systems. The following are excluded from downtime calculations:
- Scheduled maintenance windows communicated at least 48 hours in advance via email or in-app notice (limited to 4 hours per month)
- Force majeure events (as defined in our Terms of Service)
- Issues caused by factors outside Zdottedline's reasonable control, including customer-side network issues, browser incompatibilities, or third-party service outages
- Beta or experimental features
2. Service Credits
If we fail to meet the uptime commitment, affected customers are eligible for service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credit cap: Total service credits for any single calendar month shall not exceed 100% of the monthly fee for that period. Service credits are applied to future invoices and are not redeemable for cash.
How to claim: To request a service credit, email support@zdottedline.com within thirty (30) days of the affected month. Include your account identifier and the dates/times of the outage. We will verify the claim against our monitoring data and apply eligible credits within one billing cycle.
3. Support Response Times
Support is available during business hours (Monday – Friday, 9:00 AM – 6:00 PM Eastern Time, excluding U.S. federal holidays). Response times below refer to initial acknowledgment, not resolution.
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service is down or signing is impossible for all users | 4 business hours |
| High | Major feature degraded, workaround may exist | 8 business hours |
| Medium | Non-critical issue affecting workflow | 2 business days |
| Low | General question or feature request | 5 business days |
Enterprise plan customers may negotiate custom support terms, including 24/7 support coverage and dedicated account management, through a separate agreement.
4. Data Durability
Documents and signature data are stored in AWS S3 with 99.999999999% (11 nines) designed durability. Database records are stored in AWS RDS with automated daily backups.
5. Backup and Recovery
The following backup and recovery targets represent our operational objectives. While we make commercially reasonable efforts to meet these targets, they are not guarantees and are not subject to service credits.
- Database backups: Automated daily snapshots with thirty (30) day retention
- Point-in-time recovery: Available within the retention window
- Recovery Time Objective (RTO): 4 hours (target)
- Recovery Point Objective (RPO): 1 hour (target)
- Document storage: S3 versioning enabled; deleted documents recoverable within 30 days
Our disaster recovery procedures, including failover processes, communication protocols, and post-incident review, are documented in our internal Disaster Recovery Plan.
6. Exclusions
This SLA does not apply to:
- Force majeure events (as defined in the Terms of Service)
- Scheduled maintenance windows
- Beta, experimental, or preview features
- Free plan accounts
- Outages caused by customer actions, including misconfigured integrations or API abuse
- Third-party services outside Zdottedline's control (e.g., Polygon blockchain congestion, Stripe outages)
7. Changes to This SLA
We may modify this SLA with at least thirty (30) days' notice. Changes will not retroactively reduce service levels for the remainder of your current billing period.