Uptime commitment
Monthly uptime percentages for the Ordalis API, measured as the percentage of successful requests across all customers excluding scheduled maintenance.
| Plan | Uptime commitment | Service credit |
|---|---|---|
| Starter | 99.5% | 10% monthly credit if breached |
| Team | 99.9% | 25% monthly credit if breached |
| Firm | 99.95% | 50% monthly credit if breached |
| Enterprise | 99.99% (custom) | Per contract |
Current status: ordalis.io/status.
Support response times
| Plan | First response (business hours) | Emergency response | Channels |
|---|---|---|---|
| Free | — | — | Community forum |
| Starter | 1 business day | — | |
| Team | 8 business hours | Next business day | Email, chat |
| Firm | 4 hours | Same day | Email, chat, phone |
| Enterprise | 1 hour | 24/7 | Dedicated Slack + phone |
Business hours are 9 AM – 6 PM US Eastern, Monday–Friday.
Definitions
Downtime
A contiguous period during which more than 5% of API requests return HTTP 5xx errors, measured per 1-minute window.
Excluded events
- Scheduled maintenance with ≥ 48 hours' notice (max 4 hours/month).
- Customer-caused issues (invalid credentials, exceeded quotas, malformed requests).
- Force majeure: regional internet outages, Cloudflare platform incidents, DDoS, etc.
- Beta and preview features (labeled as such in docs).
Service credit
Customers may request a pro-rated credit on their next invoice by emailing support@ordalis.io within 30 days of the incident. Credits are not refundable in cash.
Data retention + backups
Extraction results and source documents are retained per your plan:
| Plan | Default retention | Configurable |
|---|---|---|
| Free | 7 days | No |
| Starter | 30 days | 7–90 days |
| Team | 90 days | 7 days – 1 year |
| Firm | 1 year | 1 day – 7 years |
| Enterprise | Custom | Custom (incl. legal-hold) |
Database is backed up continuously (Cloudflare D1 time-travel); point-in-time restore within the last 30 days available on request.
Contact
Support: support@ordalis.io · Emergencies: emergency@ordalis.io · Security: security@ordalis.io