Legal

Service Level Agreement

Effective April 2026. Applies to all paid plans. Free tier is best-effort.

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
Plus	99.5%	10% monthly credit if breached
Pro	99.9%	25% monthly credit if breached
Business	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
Plus	1 business day	—	Email
Pro	8 business hours	Next business day	Email, chat
Business	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 [email protected] 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
Plus	30 days	7–90 days
Pro	90 days	7 days – 1 year
Business	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: [email protected] · Emergencies: [email protected] · Security: [email protected]