Last updated: July 18, 2026
This Service Level Agreement ("SLA") describes the availability commitment SiteDocket (operated by SiteDocket LLC) provides for the Service on eligible paid plans, and forms part of our Terms of Service. It does not apply during free trials or to any free or beta features.
1. Availability Commitment
We aim to make the SiteDocket portal available at least 99.5% of the time during each calendar month, measured as "Monthly Uptime Percentage" and excluding the Exclusions below.
Monthly Uptime Percentage = (total minutes in the month − Unplanned Downtime minutes) ÷ total minutes in the month × 100. "Unplanned Downtime" means minutes during which the portal is not accessible for authenticated users, excluding the Exclusions.
2. Service Credits
If we fall below the commitment in a given month, you may request a service credit applied to a future invoice:
- 99.0% to below 99.5% — 5% of that month's fee
- 95.0% to below 99.0% — 10% of that month's fee
- Below 95.0% — 25% of that month's fee
Service credits are the sole and exclusive remedy for any failure to meet this SLA. Credits are applied to future subscription fees and are not paid as cash refunds, consistent with our Refund & Cancellation Policy.
3. Exclusions
The commitment does not cover unavailability caused by:
- Scheduled or emergency maintenance for which we give reasonable notice where practicable.
- Factors outside our reasonable control, including force majeure, internet or network failures beyond our infrastructure, or failures of third-party services (for example, Google, Stripe, or AI providers).
- Your acts or omissions, your equipment or software, or use in breach of the Terms or Acceptable Use Policy.
- Suspension or termination of your account as permitted under the Terms.
- Free trials, and free or beta features.
Note that audit, crawl, and monitoring throughput may also depend on the responsiveness and availability of the third-party websites you are auditing, which are outside our control and not covered by this SLA.
4. Support Response Targets
We aim to acknowledge support requests submitted to support@sitedocket.com within one business day, with priority given to higher-tier plans. These are targets, not guarantees.
5. Claiming a Credit
To request a service credit, email support@sitedocket.com within 30 days of the end of the affected month, including the dates and times of the downtime you experienced. Credits will not exceed 25% of the affected month's fee and require that your account be in good standing.
6. Contact
SLA questions: support@sitedocket.com.