Legal
Service Levels and Support
What DocoMatic commits to on availability and support today, stated plainly. We do not yet guarantee uptime or offer service credits; this page explains how availability is measured, how we communicate about maintenance and incidents, and how quickly support responds.
Effective date: September 16, 2026Version 1.0
The English version governs. Translations are provided for convenience.
1. Overview
1.1
This policy applies to paid subscription plans. The free trial, free tools, the API sandbox and beta features are provided without service levels.
1.2
It is not a service level agreement with credits. DocoMatic is a new service and does not yet have the operating history to commit to an uptime percentage. A committed service level, with an uptime commitment and service credits, can be negotiated as part of an Enterprise agreement.
2. Availability
DocoMatic makes no uptime guarantee under this policy. We work to keep the platform and API available at all times outside scheduled maintenance. We will publish measured availability once we have a meaningful measured history, and we will not publish an uptime figure before we have measured one.
3. Measurement and exclusions
Availability is measured from DocoMatic's own monitoring of the platform and API. Measured availability, current incidents and incident history will be published on the status page when it launches alongside the DocoMatic API. The following do not count as unavailability:
- Scheduled maintenance announced in advance.
- Emergency maintenance required to protect the service or customer data.
- Failures caused by the customer's own systems, configuration or connectors.
- Internet or third-party failures outside DocoMatic's control.
- Free tools, trial accounts, the API sandbox and features marked beta.
4. Maintenance and incidents
4.1
Scheduled maintenance is announced in advance, and maintenance likely to interrupt the service is also announced by email to account administrators.
4.2
During an incident that affects the service, we post updates on the status page once it is live — and until then by email to affected customers — and we answer support requests about the incident.
5. Service credits and refunds
5.1
No service credits are offered under this policy.
5.2
If a platform fault stops you from using the service, contact support: refunds for platform faults are considered case by case, as the verification guarantee describes. Credits reserved for documents that fail verification are always released automatically.
6. Support by plan
6.1
Each plan includes a support channel and a target time for our first response. Targets are goals, not guarantees. Business days are Monday to Friday, excluding US federal holidays.
6.2
Free trial and Starter: email support; first response within 2 business days.
6.3
Growth: email support with priority response; first response within 1 business day.
6.4
Scale: email support with priority response; first response within 1 business day.
6.5
Enterprise: support terms set in your agreement.
6.6
Agency/Partner: support terms set in your agreement.
6.7
Security reports sent to [email protected] are acknowledged within 2 business days, and accessibility barriers reported to [email protected] are answered within 2 business days, whatever your plan.
7. Changes and contact
We will update this policy when we introduce committed service levels; changes follow the notice rules in the Terms of Service. Questions: [email protected].