Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") describes availability commitments for the Pamphlet Services. Standard online plans use best-effort availability unless an enterprise Order Form specifies otherwise.

2. Availability measurement

Availability is measured against core authenticated workspace and API functionality required to access Pam Pods, excluding scheduled maintenance announced in advance, beta features, third-party provider outages outside Pamphlet's reasonable control, and issues caused by Customer configuration or connectivity.

3. Standard plans

For standard plans without a signed enterprise Order Form, Pamphlet targets commercially reasonable availability and publishes operational status at pamphlet.io/status. No service credits apply to standard plans unless required by law.

4. Enterprise plans

Enterprise customers may receive contracted monthly uptime targets, support response times, and service credit schedules in an Order Form or Enterprise Addendum. Enterprise SLA terms control over this standard SLA for those customers.

5. Service credits

Service credits apply only where expressly agreed in writing. Credits, if any, are typically applied as invoice adjustments and do not entitle Customer to cash refunds unless specified. Credits are Customer's sole remedy for covered availability failures unless otherwise stated in an Order Form.

6. Maintenance

Pamphlet may perform maintenance that temporarily affects availability. Pamphlet will use reasonable efforts to minimize disruption and communicate planned maintenance through the status page or email for enterprise customers where agreed.

7. Support

Support channels and response targets for enterprise customers are defined in the Order Form or Enterprise Addendum. Standard support is available through cs@pamphlet.io and published help resources.

8. Contact

SLA and uptime questions: cs@pamphlet.io · Status: pamphlet.io/status

Related policies

• Terms of Service
• Enterprise Addendum