Service Level Agreement

1. The commitment

We commit to a Monthly Uptime Percentage of at least 99.9% for the render endpoint of the PDFeather API, for accounts on the Scale plan, in each calendar month.

99.9% of a 30-day month allows approximately 43 minutes of Downtime. We state that plainly so the number means something to you.

2. How availability is measured

Downtime means a period in which the render endpoint returns HTTP 5xx responses, or fails to accept a connection, for all requests from our monitoring, sustained across consecutive five-minute measurement intervals.

Monthly Uptime Percentage is calculated as total minutes in the calendar month, less minutes of Downtime, divided by total minutes in the month, expressed as a percentage.

Measurement comes from our own monitoring, which is the authoritative source for calculating credits. We publish the same measurements on the status page rather than keeping them to ourselves. If your own logs disagree with ours, send them with your claim and we will look at both.

3. What does not count as Downtime

The following are excluded from the calculation. The list is long because an SLA with vague exclusions is worse than none: you should be able to tell in advance whether an incident would have counted.

• Scheduled maintenance announced at least 24 hours in advance, and emergency maintenance needed to address a security or stability risk.
• Any event outside our reasonable control, as described in the Terms, including failure of the public internet, of DNS, or of your own connectivity.
• Failure of a third-party provider we depend on, including Cloudflare, Neon, Stripe, Resend and Google.
• Any period during which your account or key was suspended or terminated under the Terms or the Acceptable Use Policy.
• HTTP 402 responses arising from an empty prepaid balance, and any period in which an account is in arrears.
• HTTP 429 responses, and requests exceeding documented rate, concurrency, file size, page count or timeout limits.
• Errors caused by your own content, HTML, CSS, fonts, configuration, code, credentials or webhook endpoint.
• The unavailability, latency, error, blocking or changed content of any URL you asked us to fetch, or of its host.
• Beta, preview and experimental features, and features provided at no charge.
• Attacks directed at your own account or workload rather than at the Service generally.
• Any period in which we could not measure availability because of a failure in your systems.

4. Service credits

If we miss the commitment in a calendar month, you may claim a service credit calculated as a percentage of your Scale subscription fee for that month:

• Below 99.9% and at or above 99.0%: a credit of 10% of that month's subscription fee.
• Below 99.0% and at or above 95.0%: a credit of 25%.
• Below 95.0%: a credit of 50%.

Credits are calculated on the Scale monthly subscription fee for the affected month only. They are never calculated on an annual fee, on your prepaid balance, or on operations paid from balance. Total credits for any month are capped at 100% of that month's subscription fee.

Credits are issued as credit to your PDFeather account and applied against your next invoice. They are not paid in cash, are not refundable, are not transferable, and lapse if you cancel the Scale plan before they are applied.

5. How to claim

Claiming is a condition of receiving a credit. We do not apply them automatically, because we cannot tell from our side which of your requests were affected.

Email support@pdfeather.com with SLA Credit Request in the subject line, within 30 days of the end of the month in which the Downtime occurred. Include the dates and times, the affected API key prefix or request identifiers, and your own logs evidencing the failure.

We respond within 10 business days. A claim submitted after the 30-day window is waived. Credits are not issued to an account that is suspended, in breach of the Terms or the Acceptable Use Policy, or in arrears.

6. Service credits are the only remedy

This agreement is a service level commitment. It is not a warranty, and it does not modify or narrow the disclaimer of warranties in section 23 of the Terms. It does not entitle you to terminate for cause, to claim damages, or to set off against amounts you owe.

The exclusions and the liability cap in section 24 of the Terms apply to any claim under this agreement, and continue to apply notwithstanding the failure of the essential purpose of the service credit remedy.

If you are a consumer, section 26 of the Terms applies and your statutory remedies are unaffected by this section. In practice the Scale plan is bought by businesses, but we are not going to rely on that assumption to take a consumer's rights away.

7. Changes to this agreement

We may change this agreement on 30 days' notice, in the same way and subject to the same constraints as section 29 of the Terms. A change never applies retrospectively to a month that has already ended.