Service Level Agreement
Last updated: June 1, 2026
This Service Level Agreement (SLA) describes the availability commitments and support targets for the Instant Signer Services.
1. Uptime commitment
We target 99.9% monthly uptime for the signature stamping and management Services, measured excluding scheduled maintenance and factors outside our reasonable control.
2. Scheduled maintenance
We perform maintenance during low-traffic windows and aim to provide advance notice for any maintenance expected to cause downtime.
3. Support targets
| Severity | Description | Target response |
|---|---|---|
| Critical | Service unavailable for all users | Within 4 business hours |
| High | Major feature impaired | Within 1 business day |
| Normal | General questions and minor issues | Within 2 business days |
4. Service credits
If we fail to meet the uptime commitment in a given month, eligible customers may request service credits as set out in their subscription agreement. Credits are the sole and exclusive remedy for availability shortfalls.
5. Exclusions
- Scheduled or emergency maintenance.
- Factors outside our reasonable control, including force majeure.
- Issues caused by your systems, configuration, or third parties.
- Use that violates the Terms or Acceptable Use Policy.
6. Contact
For SLA questions or to report an incident, contact support@instantsigner.com.