Service level agreement

This SLA applies to paid Scale and Business subscriptions, monthly or annual. Enterprise customers get the terms in their agreement, and this page applies wherever that agreement is silent. Hobby, Starter and Growth share the same 99.9% target and the same public measurements, but carry no service credits.

The API will be available at least 99.9% of each calendar month (UTC). That allows about 43 minutes of downtime in a 30-day month. It covers rendering (POST /v1/pdf and /v1/pdf/batch) and retrieving stored documents.

Every five minutes the service checks itself the way a customer would use it: the API answers, rendering is healthy, and document storage answers a read. Rendering is verified by rendering a small real HTML document to a PDF once an hour while it passes, and on every five-minute check after a failure until it passes again; checks in between carry the last passing result forward. A check counts as up only if all three pass. Monthly uptime is the share of that month's checks that passed.

The results are public, live, on the status page and at GET https://api.pdfpipe.xyz/v1/status. If a check did not run, that interval is not counted either way. If your own logs show errors from us that the checks missed, include them in your claim and we will count them.

If monthly uptime falls below 99.9%, you get a credit on that month's fee:

On annual plans the fee for a month is one twelfth of the annual price. Credits are applied to your next payment, never exceed 50% of a month's fee, and are the remedy for a missed uptime commitment.

Within 30 days after the end of the affected month, open a support request with the category "billing", or email hello@pdfpipe.xyz with the subject "SLA credit". Include the month and, if you have them, the times you saw errors. We reply with the measured uptime and the credit within 10 business days.

• Maintenance announced on the status page at least 48 hours ahead, up to 4 hours a month.
• Requests refused by design: invalid input, plan or quota limits (402), rate limits (429), or authentication errors.
• Problems with what you send: pages that are slow or unreachable, content that exceeds the render timeout, or your webhook endpoint being down.
• Features marked beta, and the no-key playground.
• Accounts that are suspended for non-payment or for breaking the terms.
• Events beyond reasonable control, such as a wide internet outage outside our network.

First response to a request sent through support, around the clock. These are targets, not credit-backed.