Legal

Service Level Agreement

Version 1.0 · Last updated 4 October 2026 · In force from 4 October 2026 · Part of the Terms of Service

This agreement says what availability we commit to on the Pro and Scale plans and on Enterprise, and how we measure it.

1. Who it covers

This agreement applies to the Pro and Scale plans and to Enterprise contracts. It covers the render API at api.dynamicdocumentapi.com and the delivery of generated files. It does not cover the Free, Starter and Growth plans, beta and preview features, the dashboard or the website.

2. The commitment

We commit to the following monthly uptime per calendar month, per region:

For reference: in a 30-day month, 99.9 % allows roughly 43 minutes of downtime and 99.95 % roughly 22 minutes.

3. How availability is measured

We measure in five-minute intervals. An interval counts as unavailable if every valid render request in it fails with a server error, or if the API does not respond. Monthly uptime is the number of available intervals divided by all intervals in the month, minus the exclusions in section 4.

Measurement is based on our own monitoring. On request we send you the monthly uptime for any of the last twelve months.

4. What is excluded

• scheduled maintenance announced under section 5;
• causes outside our infrastructure: the public internet, your network, your cloud provider, a third-party page you asked us to render, or a font, asset or webhook endpoint you pointed us at;
• your own configuration, including invalid templates, invalid requests, exhausted quotas or expired API keys;
• suspension under the Terms of Service or the Acceptable Use Policy;
• beta, preview and experimental features;
• force majeure, including attacks that exceed what a comparable provider could reasonably defend against;
• requests that exceed documented rate limits or fair use.

5. Maintenance

Planned maintenance that may affect availability is announced at least 7 days in advance by email and is placed in low-traffic windows. Urgent security maintenance may happen at any time; we announce it as early as we can.

6. Support response targets

Write to support@dynamicdocumentapi.com from the email address of your account. Targets apply to the first response, not to resolution, and run during business hours: Monday to Friday, 9:00 to 17:00 Eastern European Time (Cyprus), excluding public holidays in Cyprus.

7. If we miss the commitment

There are no service credits. Instead, on an annual Pro or Scale plan you may terminate the subscription early if monthly uptime

• falls below 95 % in any calendar month,
• falls below the commitment in section 2 in two consecutive months, or
• falls below the commitment in three months within any twelve months.

Send the termination to legal@dynamicdocumentapi.com within 30 days after the end of the month that gives rise to the right. The subscription ends when we receive it, and you get back the fees for the unused part of the paid period, pro rata to the day, through the payment method you paid with. Monthly plans can be cancelled at any time anyway (section 4 of the Terms of Service). For Enterprise, the contract applies; where it says nothing, this section applies.

This is the only remedy for missing the commitment as such. It does not affect claims under section 17 of the Terms of Service — in particular liability for intent, gross negligence or injury — nor the statutory rights of consumers.

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