Service level agreement

1. Current free-beta service level

Certinator currently provides a free beta on a best-effort basis. There is no contractual availability percentage, guaranteed support response time, recovery-time commitment or service-credit entitlement. This page does not create a paid enterprise SLA.

Browser-based rendering depends on your device and browser as well as successful delivery of the application. API generation and background jobs also depend on server and provider availability. A successful request is not proof of continuous availability.

2. Requests, jobs and limits

Current API generation limits are shown in Settings → Usage and in the API specification. Quota or concurrency rejection, invalid input and denied authorization should be handled by the caller rather than retried without limits. Respect retry guidance and use the documented idempotency mechanism for supported operations.

A background-job acceptance response confirms queueing, not successful completion. Check job status, handle failures and download completed outputs before expiry. Retain your own PDFs and do not rely on temporary downloads as archival storage.

3. Support and maintenance

Contact support@certinator.com with the time, affected feature and a request or job identifier where available. Never send an API key. Support is best-effort during the beta; no staffed hours or escalation deadline have been contracted.

Maintenance, provider incidents and security controls can interrupt access. Where practical, significant changes or known incidents will be communicated through the available service channels. There is no independently monitored public uptime history asserted here.

4. Contracted service levels

The free beta does not include a numerical uptime target, service credits or guaranteed restoration time. For any paid plan, the included commitments are those expressly stated in the plan and accepted order; the existence of a payment does not create an unstated enterprise guarantee.

An organization-specific signed SLA may establish a measured availability target, eligible endpoints, maintenance notice, incident severity and response targets, reporting and credit procedures. If agreed, its written terms govern those commitments. This policy does not reduce statutory remedies, an express paid-plan promise, or our data-protection obligations.

5. Mandatory rights

Nothing on this page limits rights or remedies that cannot lawfully be excluded. A signed service order may provide additional rights. If this page and a signed SLA conflict, the signed SLA governs the specific commitments it covers.