Service Level Agreement (SLA)
This document is provided as a template for demonstration purposes and does not constitute legal advice.
Last updated: 2026-07-26
This Service Level Agreement ("SLA") describes the availability commitment for the merlon service and the remedies available if we do not meet it. It is incorporated into the Terms of Service.
1. Uptime definition
"Uptime" is the percentage of time in a calendar month during which the core merlon service is available to authenticated users, excluding the periods described in Section 8. "Downtime" means any period in which the core service is unavailable, as confirmed by our monitoring, excluding excluded events.
Monthly Uptime Percentage is calculated as: (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100.
2. Target commitment
We target a Monthly Uptime Percentage of 99.9% for the core service. This corresponds to roughly 43 minutes of allowable downtime in a 30-day month.
3. Measurement
Availability is measured by our monitoring systems from multiple external vantage points, corroborated by internal telemetry from our in-house Blue Team. Real-time and historical availability are published on our Status page.
4. Scheduled maintenance windows
We aim to perform routine maintenance without downtime. Where downtime is unavoidable, we schedule maintenance during low-traffic windows and provide advance notice:
- Standard window: Sundays 02:00–06:00 in the applicable regional time zone (US region or Swiss region).
- Notice: at least 72 hours' advance notice via the Status page and, where applicable, email.
- Emergency maintenance: may be performed with shorter notice to address security or stability risks.
Time within announced maintenance windows does not count as Downtime.
5. Severity classification
| Severity | Definition | Example |
|---|---|---|
| Sev1 — Critical | Core service is down or unusable for most users | Platform unreachable; login broken globally |
| Sev2 — Major | Significant feature impaired; no reasonable workaround | Document signing unavailable in a region |
| Sev3 — Minor | Partial impairment with a workaround | Delayed notifications; degraded search |
| Sev4 — Low | Cosmetic issue or general question | UI glitch; how-to enquiry |
6. Target response & resolution times by support tier
Target initial response times, measured from the time a properly classified ticket is received:
| Severity | Standard | Business | Enterprise (24/7) |
|---|---|---|---|
| Sev1 — Critical | 4 business hours | 1 hour | 15 minutes |
| Sev2 — Major | 8 business hours | 4 hours | 1 hour |
| Sev3 — Minor | 2 business days | 1 business day | 4 hours |
| Sev4 — Low | 3 business days | 2 business days | 1 business day |
Resolution targets: we work continuously on Sev1 incidents until resolved or mitigated to a lower severity, and provide regular updates on the Status page. Response times are targets, not guarantees, and resolution times depend on the nature of the issue.
7. Service credits
If we fail to meet the 99.9% Monthly Uptime Percentage, eligible customers may request service credits as a percentage of the monthly fee for the affected service:
| Monthly Uptime Percentage | Service credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of monthly fee |
| < 99.0% and ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Service credits are the sole and exclusive remedy for any failure to meet the SLA. Credits are applied against future invoices and do not entitle you to a refund.
8. Exclusions
Downtime does not include, and no credit is due for, unavailability caused by:
- scheduled or emergency maintenance announced under Section 4;
- factors outside our reasonable control (force majeure, internet or third-party network failures);
- your equipment, software, or misconfiguration, or third-party integrations you control;
- suspension due to breach of the Terms or non-payment;
- beta, trial, or free features.
9. How to claim credits
To request a service credit, submit a claim within 30 days of the end of the affected month, including the dates and times of downtime and any supporting logs. Submit your claim through our Support team. We will validate the claim against our monitoring records and apply approved credits to a future invoice.