Service level agreement

Updated December 10, 2021


For Plumsail Documents running on “Cabinet” plan, we guarantee that the uptime will be 99% of the time.


This Service Level Agreement for Plumsail Documents (this “SLA”) is a part of Master Service Agreement (the “Agreement”). This SLA applies to the “Cabinet” plan of the Plumsail Documents listed herein (an “Documents”) but does not apply to the rest of pricing plans.

If we do not achieve and maintain the Service Levels for Documents as described in this SLA, then you may be eligible for a credit towards a portion of your monthly service fees. We will not change the terms of your SLA during your subscription period. If you renew the subscription, the current version of SLA will be applied at the time of renewal.

Error Code means an indication that an operation has failed, such as an HTTP status code in the 5xx range.

Downtime is the time during which the Documents is unavailable to be triggered within a given Documents subscription. Documents is considered unavailable for a given Documents subscription when calls to Documents return Error Codes 5xx or an Error Code 404.

Incident means any event or events that result in Downtime.

SLA Credit is the percentage of the Monthly Subscription Fees credited to you following Plumsail’s claim approval.

Monthly Subscription Fees means the total fees paid by you for Documents that are applied to the month in which an SLA Credit is owed.

In order for Plumsail to consider a claim, you must submit the claim to Plumsail customer support including all information necessary for Plumsail to verify the claim. It includes, but not restricted to:

  • A detailed description of the Incident

  • Information about the time and duration of the Incident and Downtime

  • Descriptions of your attempts to resolve the Incident at the time of occurrence.

Plumsail must receive the claim by the end of the calendar month following the month in which the Incident occurred. We will evaluate all information reasonably available to us and make a good faith determination of whether Plumsail owes an SLA Credit. We will process claims within 30 days of receipt. You must be in compliance with the Agreement in order to be eligible for an SLA Credit. If we determine that Plumsail owes SLA Credit to you, Plumsail will apply SLA Credit to your Monthly Subscription Fees.

Maximum Available Minutes is the time equal to the billing month.

Monthly Uptime Percentage is calculated using the following formula:

Monthly Uptime Percentage = (Maximum Available Minutes - Downtime)/(Maximum Available Minutes) x 100

If Monthly Uptime Percentage is less than 99%, SLA Credit equals to 20%


This SLA is not applicable to any performance or availability issues:

  1. Due to factors outside our control. For example, war, government action, natural disaster, acts of terrorism, riots, or a network or device failure external to our data centers;

  2. That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;

  3. Caused by your use of a Documents after we advised you to change your use of the Documents if you did not change your use as we advised;

  4. That result from your rejection to follow to any required configurations, use supported platforms, follow any policies for acceptable use, or your use of the Documents in a manner inconsistent with the features and functionality of the Documents. For example, attempts to perform operations that are not supported or inconsistent with our published documentation;

  5. That result from your attempts to perform operations that exceed assigned quotas or that resulted from our throttling of suspected abusive behavior;

  6. That result from incorrect input, instructions, or arguments. For example, requests to access files that do not exist;

  7. For not paid license. For example, for trial or partner licenses.

This SLA applies to the “Cabinet” plan of the Documents but does not apply to the rest of plans.