Service Level Agreement
Uptime commitments, support channels, incident response, and service credits for the Foresera platform.
This SLA Policy for Foresera Cloud Services governs the use of the Foresera platform and is made part of the Master Service Agreement (or other written agreement between the Subscriber and Foresera governing the use of the Service). In the event of a conflict between this SLA and the terms of the Agreement, the terms of this SLA will apply to the extent of such conflict. Capitalized terms not defined herein have the meanings set forth in the Agreement.
1. Service Availability
1.1 Uptime Commitment
Foresera targets the following uptime levels, measured monthly. The first 90 days following execution of each Statement of Work are a burn-in period during which Foresera is scaling infrastructure to Client volume.
| Service | Burn-In (First 90 Days) | Steady-State |
|---|---|---|
| API Gateway | 99.5% | 99.9% |
| PDF Remediation Pipeline | 99.0% | 99.5% |
| Webhook / Callback Delivery | 99.5% | 99.9% |
| Remediated PDF Download | 99.5% | 99.9% |
Uptime definition: The service is considered "available" when the API Gateway returns HTTP responses (including valid error codes) within 30 seconds for standard API calls.
1.2 Uptime Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance windows (Sundays 02:00–06:00 UTC, announced 48 hours in advance, at most twice per month)
- Force majeure events
- Client-side network issues
- Third-party service outages (Google Cloud Platform, AI API providers)
2. Support
2.1 Support Channels
| Channel | Hours | Contact |
|---|---|---|
| Monday–Friday, 9 AM – 6 PM CT | support@foresera.com | |
| Phone | Monday–Friday, 9 AM – 6 PM CT | (833) 400-5992 |
After-hours platform health is monitored 24/7 via automated alerts. Critical failures trigger automated notification to Foresera personnel. Foresera will acknowledge critical after-hours alerts within 4 hours.
2.2 Fair Use
Support is included at no additional cost and covers initial configuration, troubleshooting, and resolution of platform errors. Support is not intended for custom integrations, new configurations, or additional training — these are available as professional services under separate engagement.
3. Severity Levels & Response Times
| Severity | Definition | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service completely unavailable or data integrity risk (e.g., API down, document corruption, security incident) | 4 hours | 1 business day |
| P2 — Major | Core remediation degraded, no workaround (e.g., remediation failures exceeding 10%, webhook delivery stopped) | Same business day | 3 business days |
| P3 — Minor | Non-core feature impacted, workaround exists (e.g., slow processing within max limits, report formatting issues) | 2 business days | 10 business days |
| P4 — Low | Cosmetic or documentation issue (e.g., typo in error message, minor display issue) | 5 business days | Next release cycle |
Response time means the time from incident report (via email or phone during business hours) to acknowledgment from Foresera engineering. Automated replies do not constitute the initial response.
3.1 Incident Communication
- P1/P2: Email notification upon detection and resolution; phone call for P1 during business hours
- P3/P4: Email notification upon resolution
- Post-incident: Root Cause Analysis within 5 business days for P1 incidents; upon request for P2
4. Service Credits
Service credits apply beginning Day 91 of each Statement of Work (after the burn-in period). During the burn-in period, uptime shortfalls are reported but do not trigger credits.
If monthly uptime falls below the committed steady-state target:
| Uptime Achieved | Credit |
|---|---|
| 99.0% – below target | 10% of pages consumed during the affected month restored to balance |
| 95.0% – 99.0% | 25% of pages consumed during the affected month restored to balance |
| Below 95.0% | 50% of pages consumed during the affected month restored to balance |
4.1 Credit Requests
Credits must be requested within 30 days of the incident. Credits are applied within 5 business days of an approved claim. Maximum credit per month: 50% of pages consumed during that month for the affected Statement of Work. Credits applied in accordance with this section constitute Foresera's entire liability, and the Subscriber's sole and exclusive remedy, for any unavailability or non-performance of the Service.
5. Data Durability
| Component | Recovery Point Objective | Recovery Time Objective |
|---|---|---|
| Audit data & compliance records | 5 minutes (continuous backup) | 30 minutes (automatic failover) |
| PDF files (source & remediated) | 0 (synchronous replication) | Immediate (multi-zone) |
6. Processing Quality
All compliance outcomes are reported using Foresera's letter-grade system:
| Grade | Risk Level | Description |
|---|---|---|
| A | Low | Strong compliance posture. All critical criteria met. |
| B | Medium | Defensible posture. Minor non-critical issues remain. |
| C | High | Significant gaps. Priority remediation needed. |
| D | Critical | Major gaps. Immediate remediation required. |
| F | Failing | Non-compliant. Urgent intervention needed. |
Documents receiving a grade below B are automatically flagged for review and may be reprocessed at no additional page cost (up to 2 reprocessing cycles per document).
7. Cooperation
Subscriber will cooperate and work closely with Foresera to conduct diagnostic and troubleshooting activities and reproduce errors, as reasonably requested and appropriate.
8. Questions
If you have questions regarding this SLA, please contact:
- Email: support@foresera.com
- Phone: (833) 400-5992