DOCUMENT CRUNCH SERVICE LEVEL AGREEMENT
Late Updated: August 8, 2025
The Services will be Available (defined below) 99% of the time every month. If Document Crunch does not meet this guarantee, Customer will be eligible to receive a Service Credit as described below.
“Availability” in a month will be calculated as the amount of time each month that it is possible for Customer to access the Services, less any periods of Permitted Unavailability (defined below). The Services are not considered Available in the event of a material performance degradation or inoperability of the Services, in whole or in part. For purposes of this Availability guarantee, a “month” means a calendar month.
- Service Credit
Service Credit is defined as follows:
| Total Available Uptime Per Month | Credit Amount (USD) |
| 99 – 100% | Guarantee met – no credit |
| 95 – 99% | 5% discount |
| Less than 95% | 10% discount |
Service Credit is added to the payment due at end of the Term for the Services and the applicable months in which the service commitment was not met, and cannot be exchanged for, or converted to, monetary compensation except in the event the Service Credit is due and owing at the end of the Term of the Agreement or applicable Order Form. The maximum Service Credit that Document Crunch will issue for downtime in a month is $5,000 USD.
In the event Document Crunch fails to maintain availability at 99% or greater for more than two (2) months in any four (4) month period, then Customer shall have the right to terminate the applicable Order Form upon written notice to Document Crunch, and, in such case, shall be entitled to a refund of all unearned prepaid fees for Services to be provided beyond the effective date of such termination under such Order Form.
This Service Level Agreement is the sole and exclusive remedy (and our sole liability) for unavailability of the Services.
Document Crunch will notify Customer in writing within 36 hours in the event of a confirmed security breach involving Customer Data.
- Limitations
Periods in which is not possible for Document Crunch (or Customers) to access the Services or for which the Services are experiencing a material performance degradation or inoperability, in whole or in part, will not count toward the Availability commitment if due to the following (“Permitted Unavailability”):
- scheduled maintenance on the Services, provided Document Crunch notifies Customer at least five (5) days in advance;
- maintenance on the Services during the periods of 00:00 to 04:00 (Central Time), every day;
- factors outside of Document Crunch’s reasonable control, including unavailability of generic Internet services (e.g., DNS servers), blocking, filtering, or censorship of our services by a government or other third party, force majeure events as described in the Customer Agreement, a result of Customer’s or Authorized User’s equipment or networks; or
- failure or unavailability of third-party computer hardware, software, services or network infrastructure.