Service Level Agreement
Effective Date: May 31, 2026 | Last Updated: May 31, 2026
Legal Notice
This SLA is a template and should be reviewed by qualified legal counsel before being shown to enterprise customers. Any availability, response-time, or credit commitments should reflect actual infrastructure capabilities and support resources.
99.9% Uptime
Guaranteed service availability
24/7 Monitoring
Continuous system monitoring
SLA Credits
Compensation for downtime
1. Service Commitment
ContractLab is committed to providing reliable, high-quality service to all customers. This Service Level Agreement (SLA) outlines our commitments regarding system availability, performance, and support.
2. Uptime Guarantee
| Service Tier | Uptime Commitment | Max Downtime/Month |
|---|---|---|
| Free | 99.0% | 7.2 hours |
| Professional | 99.9% | 43.2 minutes |
| Team | 99.95% | 21.6 minutes |
| Enterprise | 99.99% | 4.3 minutes |
3. Performance Standards
API Response Time
95th percentile response time under 500ms for all API calls
Contract Analysis Speed
Standard contracts analyzed within 5 minutes; Complex contracts within 15 minutes
File Upload Time
Files up to 50MB upload within 30 seconds on standard connections
Dashboard Load Time
Initial dashboard load under 2 seconds
4. Support Response Times
| Priority Level | Description | Response Time |
|---|---|---|
P1 - Critical | Service completely unavailable | 15 minutes |
P2 - High | Major feature unavailable | 1 hour |
P3 - Medium | Minor feature issue | 4 hours |
P4 - Low | General questions, requests | 24 hours |
5. Scheduled Maintenance
- Scheduled maintenance windows: Tuesdays 2:00 AM - 4:00 AM EST
- Minimum 48 hours advance notice for planned maintenance
- Emergency maintenance performed as needed with immediate notification
- Scheduled maintenance does not count against uptime guarantees
- Enterprise customers can request custom maintenance windows
6. SLA Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime % | Service Credit |
|---|---|
| 99.0% - 99.89% | 10% of monthly fee |
| 95.0% - 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
* Service credits are your exclusive remedy for SLA breaches. Credits must be requested within 30 days of the incident and will be applied to future invoices.
7. Data Backup & Recovery
Automated Backups
Daily automated backups of all customer data
Backup Retention
30-day retention for Professional; 90-day for Team/Enterprise
Recovery Time Objective (RTO)
4 hours for full system recovery
Recovery Point Objective (RPO)
Maximum 1 hour of data loss in disaster scenarios
8. Security Commitments
- SOC 2 Type II certified infrastructure
- Annual third-party security audits and penetration testing
- 256-bit AES encryption for data at rest
- TLS 1.3 encryption for data in transit
- Multi-factor authentication available for all users
- Regular security patches applied within 48 hours of critical vulnerabilities
- 24-hour notification for any security breaches affecting customer data
9. Exclusions
The following are not covered by this SLA:
- Issues caused by factors outside our reasonable control (force majeure)
- Downtime resulting from scheduled maintenance with proper notice
- Problems caused by customer's equipment, network, or internet connection
- Issues arising from customer's breach of Terms of Service
- Unavailability of third-party services (e.g., payment processors, cloud providers)
- Beta features or services explicitly marked as experimental
- Customer-initiated actions that cause service disruption
10. Service Monitoring
We continuously monitor our services using:
- Real-time uptime monitoring from multiple global locations
- Automated alerts for service degradation or outages
- Performance metrics tracking (response times, error rates)
- Public status page available at status.contractlab.com
- Email notifications for service incidents (opt-in)
11. Incident Communication
In the event of a service incident:
- Initial notification within 15 minutes of detection
- Regular status updates every 30 minutes during major incidents
- Post-incident report within 48 hours of resolution
- Root cause analysis for all P1 and P2 incidents
- Transparency about impact, cause, and remediation steps
12. Changes to This SLA
We may update this SLA from time to time. Material changes will be communicated via email at least 30 days before taking effect. Continued use of the service after changes become effective constitutes acceptance of the revised SLA.
13. Contact Information
For SLA-related inquiries or to request service credits:
- Email: sla@contractlab.dev
- Support Portal: support.contractlab.com
- Enterprise Customers: Contact your dedicated account manager