Toolzip AI Service Level Agreement
Ensuring high-availability file conversion, PDF processing, and uninterrupted API access for your workflows.
1. Conversion & API Uptime
We guarantee a Monthly Uptime Percentage of 99.9% for the Toolzip AI conversion engine and API endpoints. If we fail to meet this service level, eligible accounts are entitled to Service Credits applied toward future processing quotas or subscription renewals.
1.1 Service Credit Schedule
Service Credits are calculated as a percentage of the monthly subscription fee (or processing tier) paid for the month in which the uptime target was missed:
| Monthly Processing Uptime | Service Credit Percentage |
|---|---|
| 99.0% – 99.89% | 10% Credit |
| 95.0% – 98.99% | 25% Credit |
| Less than 95.0% | 50% Credit |
2. Support & Processing Issue Resolution
Our technical team is on standby to resolve file processing errors, format failures, or API timeouts. Response times are prioritized based on the severity of the interruption.
🔴 P1 - Critical
Conversion engine is entirely down. PDF generation or API endpoints are unreachable for all users.
🟠 P2 - High
Significant delays in file processing queues or persistent failures in specific file formats (e.g., DOCX to PDF).
🟡 P3 - Normal
Minor formatting glitches in converted files or localized issues that do not break the core conversion flow.
🟢 P4 - Low
General API integration questions, feature requests for new file formats, or billing inquiries.
3. Maintenance & SLA Exclusions
3.1 Model & Engine Updates
To improve our AI accuracy and conversion speed, routine server maintenance is required. We will provide at least 48 hours advance notice for scheduled maintenance. These windows are excluded from downtime calculations.
3.2 Exclusions
This SLA does not apply to any conversion delays or availability issues resulting from:
- Corrupted, password-protected, or maliciously malformed files uploaded by the user.
- Exceeding standard rate limits or monthly processing quotas assigned to your tier.
- Telecommunication or DNS outages external to the Toolzip AI infrastructure.
- Beta features or experimental file format conversions provided without guaranteed stability.
4. Credit Request Procedure
To receive a Service Credit, submit a claim to support@toolzip.ai within 30 days of the incident. Please include your account ID, timestamps of the failed conversions, and any relevant error logs or API response codes.