Service Level Agreement
Our commitments to you — how we process your documents, how we respond when things go wrong, and how we hold ourselves accountable.
This SLA governs the Foresera document accessibility remediation service and is incorporated into the Master Service Agreement (or other written agreement) between your organization and Foresera. If anything here conflicts with your Agreement, this SLA controls.
1. Platform Availability
Foresera's remediation platform is designed to run continuously so your documents keep moving through the pipeline without interruption.
| Commitment | First 90 Days | Ongoing |
|---|---|---|
| Platform uptime | 98.0% | 99.0% |
| Document delivery & downloads | 99.0% | 99.5% |
The first 90 days of each engagement are a ramp-up period while we scale to your document volume. After that, steady-state targets apply.
What doesn't count against uptime: scheduled maintenance (Sundays 2–6 AM UTC, announced 48 hours ahead), force majeure events, and outages at underlying cloud providers.
2. Document Processing
2.1 How It Works
Every document we process goes through a full compliance audit, AI-powered remediation, and post-remediation verification. Processing speed depends on document complexity and current throughput — our platform scales automatically to meet the timelines defined in your Statement of Work.
If you need expedited processing for time-sensitive documents, contact your account representative. We can prioritize specific batches on request.
2.2 Quality Standards
Every document receives a compliance grade after processing. Our grading system reflects how well a document meets WCAG 2.1 AA and PDF/UA requirements:
| Grade | What It Means |
|---|---|
| A | Strong compliance posture. All critical accessibility criteria met. No action needed. |
| B | Defensible posture. Minor issues remain but the document meets the threshold for good-faith compliance. |
| C | Gaps identified. A complaint or audit would likely find deficiencies. Flagged for additional review. |
| D | Major gaps. Immediate attention required. High exposure to enforcement action. |
| F | Non-compliant. Fails fundamental accessibility requirements. |
Documents scoring below a B are automatically flagged and can be reprocessed at no additional cost — up to two reprocessing cycles per document.
3. Support & Issue Response
3.1 How to Reach Us
| Channel | Hours | Contact |
|---|---|---|
| Monday–Friday, 9 AM – 6 PM CT | support@foresera.com | |
| Phone | Monday–Friday, 9 AM – 6 PM CT | (833) 400-5992 |
Outside business hours, our platform is monitored 24/7 with automated alerts. If something critical breaks overnight, we'll know — and we'll acknowledge it within 4 hours.
3.2 Response Commitments
| Issue Type | Examples | We Respond Within | Target Resolution |
|---|---|---|---|
| Critical | Platform down, document integrity at risk | 4 hours | 1 business day |
| Major | Processing errors on multiple documents, delivery disruption | Same business day | 3 business days |
| Minor | Slow processing, report formatting issue | 2 business days | 10 business days |
| Low | Cosmetic issue, documentation correction | 5 business days | Next update |
For critical issues, you'll get an email when we detect the problem and another when it's resolved — plus a phone call during business hours. For critical incidents, we provide a written Root Cause Analysis within 5 business days.
4. Accountability
If we fall short of our uptime commitments, we make it right. Service credits kick in after the 90-day ramp-up period:
| Monthly Uptime | Credit |
|---|---|
| Below target but above 97.0% | 10% of that month's consumed pages restored |
| 95.0% – 97.0% | 25% of that month's consumed pages restored |
| Below 95.0% | 50% of that month's consumed pages restored |
To request a credit, contact us within 30 days of the incident. Credits are applied within 5 business days.
5. Data Protection
Your documents stay in the United States at every stage — processing, storage, and backup. We use Google Cloud Platform infrastructure with encryption in transit and at rest, and your data is isolated from every other customer on our platform.
We maintain continuous backups of all compliance records and remediated documents. In the unlikely event of a failure, your documents are recoverable within minutes — not hours.
6. Cooperation
To help us deliver the best results, we ask that you work with us on diagnostic and troubleshooting activities when needed — things like reproducing errors, confirming domain access, or providing context on flagged documents.
7. Questions
If you have questions about our service commitments, we're here to help:
- Email: support@foresera.com
- Phone: (833) 400-5992