Service Level Agreement
This Service Level Agreement (“SLA”) explains how reliable the Docxster platform will be and how quickly we will help when something goes wrong. It is the “applicable SLA” referred to in the End User License Agreement and applies to every customer.
1. How this SLA fits with your agreement
This SLA is part of the agreement between Docxster Inc, a Texas for-profit corporation with its principal place of business at 5900 Balcones Drive STE 100, Austin, TX 78731 (“Docxster”, “we”), and the Customer named in the applicable Order Form (“you”).
Words with capital letters that are not defined here (such as Services, Order Form, Customer Data and Third-Party Services) have the meaning given in the End User License Agreement (the “EULA”).
The End User License Agreement sets the rules of use: what you may do, data, warranties and liability. This SLA sets our service promises: uptime, support response times, and what you receive if we miss them.
As set out in Section 1.4 of the End User License Agreement, this SLA controls only on service levels and support commitments. An Order Form can change this SLA only where it clearly says which part it changes.
As set out in Section 1.2 of the End User License Agreement, the version of this SLA in effect on the Effective Date of your Order Form applies to that Order Form.
2. Key terms
Term
Meaning
Covered Services
The Docxster web application, the Docxster API, and the Docxster workflow engine that finds, extracts, validates, and sends your document data, including Docxster’s own connections to email, WhatsApp, and Slack.
Downtime
A period of 5 or more consecutive minutes when the Covered Services are unavailable to you (see section 4), not counting the exclusions in section 5.
Monthly Uptime %
(Total minutes in the calendar month minus Downtime minutes) divided by total minutes in the month, multiplied by 100. Scheduled Maintenance is not counted as Downtime.
Scheduled Maintenance
Planned work announced in advance under section 6.
Emergency Maintenance
Urgent work needed to fix a security issue or prevent a serious failure, done with shorter notice. It is covered in section 6.
Support Hours
Monday to Friday, 9:00 AM to 6:00 PM US Central Time, excluding US federal holidays
Business Day
A day from Monday to Friday that is not a US federal holiday.
Incident
Any problem with the Covered Services that you report to us or that we detect.
Monthly Fee
The fees paid or payable for the affected Services for that month under your Order Form. For annual fees, one-twelfth of the annual fee.
3. Our uptime promise
The Covered Services will be available at least 99.5% of the time in each calendar month.
In plain terms, that means no more than about 3 hours 36 minutes of Downtime in a 30-day month. If we fall below 99.5%, you may claim a Service Credit under section 10.
4. What counts as Downtime
The Covered Services are “down” when, because of a fault on our side:
You cannot log in to or load the Docxster web application; or
The Docxster API fails or returns server errors for most requests; or
Your workflows cannot run, or cannot save and send validated data, even though your own systems are working.
Slow performance, a single failed document, or a single failed workflow run is not Downtime on its own. We will still treat these as Incidents and support them under section 7.
5. What does not count as Downtime
The following are not counted against our uptime promise:
Scheduled Maintenance and Emergency Maintenance that follow section 6.
Problems with Third-Party Services, such as your email provider, WhatsApp, Slack, your ERP or CRM, and your internet connection.
Problems caused by you, your Authorized Users, or your systems, including wrong settings, expired logins, or use that breaks the End User License Agreement.
Beta, preview, or free trial features and accounts.
Events outside our reasonable control that fall under Section 25 (Force Majeure) of the End User License Agreement, including failures of infrastructure providers.
A suspension of your access that follows Section 17 (Suspension) of the End User License Agreement.
Extraction accuracy is not covered by this SLA. How accurately Docxster reads your documents depends on document quality, language, and layout. Accuracy and review of automated outputs are covered by Sections 20 and 21 of the End User License Agreement.
6. Scheduled and Emergency Maintenance
We will tell you at least 48 hours before Scheduled Maintenance, by email or in-app notice.
We will aim to schedule it outside normal business hours for most customers.
Scheduled Maintenance and Emergency Maintenance together will not exceed 8 hours per month. Anything longer counts as Downtime.
For Emergency Maintenance, such as an urgent security fix, we will give as much notice as we reasonably can.
7. Support and response times
Report Incidents to support@docxster.com. Please include your company name, what happened, and screenshots or error messages if you have them. We will set the severity level after reviewing your report, as set out in Section 11 of the End User License Agreement.
Level
What it means
First response
Target update
P1 Critical
The Covered Services are down or completely unusable for your team. No workaround.
Within 1 hour
Every 2 hours until fixed
P2 High
A main feature is badly affected, such as workflows failing or data not reaching your ERP. A workaround may exist.
Within 4 hours
Every Business Day
P3 Medium
A feature is not working as expected, but your work can continue.
Within 1 Business Day
Every 3 Business Days
P4 Low
Questions, how-to help, or small improvement requests.
Within 2 Business Days
As needed
Response times are measured during Support Hours. “First response” means a real person has acknowledged your report and started working on it. It does not mean the problem is already fixed.
These are response and update targets. We will use commercially reasonable efforts to investigate and resolve confirmed defects, and how long a fix takes depends on the cause.
For P1 Incidents, we will send a short written summary of what happened and how we will prevent it within 5 Business Days of the fix.
We are not responsible for delays caused by missing information or help we reasonably asked you for (see section 12).
8. Escalation
If you believe an Incident is not being handled well enough, you can escalate it as described in Section 12 of the End User License Agreement. Email support@docxster.com with the word ESCALATION in the subject line and name the level you need.
Level
Who
When to use it
1
Docxster support team
Your first stop for every Incident.
2
Technical or engineering representative
We missed the first-response time in section 7, or you think the severity level is too low.
3
Customer success or account representative
No clear plan after 4 hours for a P1 Incident, or after 2 Business Days for a P2 or P3 Incident.
4
Docxster management
The Incident is still unresolved after Level 3, or it is seriously affecting your business.
We will use commercially reasonable efforts to keep you updated on important developments and agree next steps with you.
9. Security incidents
Incidents involving unauthorized access to or disclosure of Customer Data are handled under Section 9 (Security) of the End User License Agreement, including our commitment to notify you without undue delay and within 72 hours of confirming the incident. They are not Downtime unless the Covered Services are also unavailable.
10. Service Credits
If Monthly Uptime % falls below 99.5%, you can receive a credit against your next invoice:
Monthly Uptime %
Service Credit (% of that month’s Monthly Fee)
99.0% to below 99.5%
5%
98.0% to below 99.0%
10%
Below 98.0%
25%
How to claim: email support@docxster.com within 30 days after the end of the month, with the dates and times of the Downtime. We will confirm within 10 Business Days.
Credits are applied to your next invoice. They are not paid out in cash, except at the end of your Subscription Term when no further invoice is due.
Total credits for any month cannot exceed 25% of the Monthly Fee for that month.
Service Credits are your sole and exclusive remedy for missing the uptime promise, except for your right to end the Agreement under section 11. They count toward the liability cap in Section 24 of the End User License Agreement.
11. Repeated failures
If Monthly Uptime % is below 99.5% in 3 months within any 6-month period, you may end the affected Order Form by giving us 30 days’ written notice. We will refund any prepaid fees covering the period after the end date, in the same way as Section 19 of the End User License Agreement.
12. Your responsibilities
Report Incidents promptly and share the information, logs, examples, and access we reasonably ask for (see Section 11 of the End User License Agreement).
Keep one or two named contacts up to date so we can reach you.
Keep your own connected systems (email, ERP, CRM) running and your login details secure.
Claim Service Credits within the 30-day window in section 10.
13. Changes to this SLA
We may update this SLA from time to time. As set out in Sections 1.2 and 27 of the End User License Agreement, the version in effect on the Effective Date of your Order Form applies to that Order Form. A material change will take effect when your Subscription Term renews, and we will give you written notice at least 60 days before the end of your current term. A change will not lower our uptime or support commitments during a Subscription Term you have already paid for.
14. Contact
Support: support@docxster.com
Company: Docxster Inc, 5900 Balcones Drive STE 100, Austin, TX 78731
Website: https://www.docxster.com
This SLA is governed by the laws of the State of Texas. Disputes follow Sections 30 and 31 of the End User License Agreement.
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