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Legal

Service Level Agreement

Effective October 12, 2026. Applies to Starter, Team, Firm, and Enterprise. Free tier is best-effort. Offered by Valdr Systems LLC, operating as Ordalis.

Uptime commitment

Monthly uptime percentages for the Ordalis API, measured as the percentage of successful requests across all customers excluding scheduled maintenance.

PlanUptime commitmentService credit
Starter99.5%10% monthly credit if breached
Team99.9%25% monthly credit if breached
Firm99.95%50% monthly credit if breached
Enterprise99.99% (custom)Per contract

Current status: ordalis.io/status.

Support response times

PlanFirst response (business hours)Emergency responseChannels
Free——Community forum
Starter1 business day—Email
Team8 business hoursNext business dayEmail, chat
Firm4 hoursSame dayEmail, chat, phone
Enterprise1 hour24/7Dedicated 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:

PlanDefault retentionConfigurable
Free7 daysNo
Starter30 days7–90 days
Team90 days7 days – 1 year
Firm1 year1 day – 7 years
EnterpriseCustomCustom (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