Availability target
Production availability is defined contractually. Targets depend on architecture, deployment model, support tier and gateway requirements.
SLA & Support Overview.
Docseal SLA commitments are defined per production agreement. This overview explains support topics to scope before regulated deployment.
This page is not a contractual SLA. Final availability, response times, service credits and escalation channels are defined in the signed production agreement.SLA coverage areas
Support windows
Pilot support can be business-hours. Production can include extended or 24/7 support for critical incidents depending on tier.
Service reporting
Production agreements can include uptime reporting, incident summaries and operational review checkpoints.
Service credits
Service credits, if any, are defined only in a signed production SLA and depend on scope and tier.
Incident priorities
P1 — Critical
Production verification unavailable for a contracted critical flow, or confirmed security incident affecting verification integrity.
P2 — High
Major degradation affecting a production verification workflow without complete service unavailability.
P3 — Medium
Functional issue, degraded non-critical component, reporting issue or configuration problem.
P4 — Low
Documentation, minor configuration, product question or enhancement request.
What to define before production
Support tier
Business-hours, extended-hours or 24/7 critical support.
P1 escalation
Named escalation process and secure incident channel.
RTO / RPO targets
Defined only for production environments and agreed architecture.
Reversibility
Receipt export, proof export, fallback verification and offboarding.
Common exclusions
Issuer-side systems
Availability of issuer systems, third-party infrastructure or customer-managed gateways is scoped separately.
External networks
Internet connectivity, third-party DNS, browser environment and client-side file issues are not Docseal-controlled service availability.
Uncontracted workflows
SLA coverage applies only to contracted document flows, environments and support tiers.
Scope SLA before production.
A banking or insurance pilot should define support windows, P1 escalation, service reporting, reversibility and production availability targets before launch.