Service Level Agreement (SLA)
Effective date:
PDFLean targets an enterprise 99.5% monthly availability for Pro and Premium subscribers across our cloud processing cluster and API gateways. Browser-local WASM tools remain immune to network fluctuations; in the event of unscheduled cloud downtime, subscribers are entitled to service credits of up to 30% of the monthly fee.
1. Core Availability Commitment (99.5%)
PDFLean targets that cloud processing APIs, file conversion / OCR engines, and task scheduling queues maintain an availability percentage of not less than 99.5% (a target, not a guarantee; the service credits below are the sole remedy) in each monthly billing cycle. Browser-local WASM tools run entirely client-side, offering virtually 100% independent offline availability.
2. SLA Measurement Formula
Monthly uptime percentages are calculated using the industry-standard formula:
Downtime is defined as consecutive 5-minute intervals where core API endpoints return 5xx errors or fail to accept incoming encrypted TLS handshakes across multiple geographic edge zones.
3. Service Credit Compensation Schedule
If monthly service uptime falls beneath our committed service tier, eligible Pro and Premium subscribers may apply for invoice service credits:
| Monthly Availability | Service Credit Percentage | Redemption Mechanism |
|---|---|---|
| 99.0% ~ 99.49% | 10% of monthly fee | Renewal invoice credit or cloud credits |
| < 99.0% | 30% of monthly fee | Renewal invoice credit or cloud credits |
4. Exclusions & Force Majeure
The SLA excludes downtime resulting from: scheduled maintenance announced at least 48 hours in advance; local Internet service provider (ISP) packet loss or access issues; browser extension conflicts; third-party payment gateway outages or maintenance (e.g. Stripe); normal rate limiting triggered by exceeding subscription quotas; or temporary account suspensions resulting from acceptable use violations.
5. Service Status & Claims Process
Subscribers can review service status and incident notices on our System Status Page. To submit an SLA credit claim, notify support within 30 calendar days following the affected month: support@pdflean.com.