Service Level Agreement (SLA)
Last updated: June 2026
This Service Level Agreement (“SLA”) defines our commitments regarding the availability of the PDFik.net PDF generation API services and support response times across our subscription tiers.
1. Service Availability Guarantees
We guarantee the following monthly uptime percentages for our API endpoints:
| Subscription Plan | Uptime Guarantee | Downtime Compensation |
|---|---|---|
| Free | Best effort (no SLA) | None |
| Starter | 99.5% uptime | Service credits (outage formula) |
| Pro | 99.5% uptime | Service credits (outage formula) |
| Business | 99.5% uptime | Service credits (outage formula) |
2. Support Response Time Commitments
Our support team provides coverage based on the following targets:
| Subscription Plan | Response Target | Support Channels |
|---|---|---|
| Free | Within 72 hours | Email ([email protected]) |
| Starter | Within 24 hours | Email ([email protected]) |
| Pro | Within 8 hours | Email ([email protected]) |
| Business | Within 4 hours | Email + AI Support (24/7) |
3. Service Credit Calculation
In the event that we fail to meet the service availability guarantees described above, paid subscribers are eligible to claim service credits under our refund and credit policies. The credit is calculated using the following outage formula:
To file a claim for service credits, please email [email protected] with your account details and log files or timestamps verifying the downtime window. Claim requests must be submitted within 30 days of the outage event.