Service level agreement
ParseMind platform availability and support tiers.
Standard (Starter / Growth)
- Target platform uptime: 99.5% monthly (excluding scheduled maintenance).
- Support: email, best-effort response within 2 business days.
- Upstream OCR/PDF workers: best-effort; status at /status.
Enterprise
- Target uptime: 99.9% for dedicated or VPC deployments.
- Priority support with named contact and incident bridge.
- Custom maintenance windows and RTO/RPO documented in your order form.
Exclusions
SLA credits do not apply to failures caused by customer misconfiguration, third-party IdP outages, or force majeure. See Terms.