Terms & SLA

This page covers PacSpace's service level agreements, support commitments, and links to our legal documents.

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Legal Documents#

Document	URL
Terms of Service	https://pacspace.io/terms
Privacy Policy	https://pacspace.io/privacy

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Service Level Agreement#

PacSpace offers two SLA tiers based on your plan:

Metric	Standard	Enterprise
Uptime	99.9%	99.99%
Verification Latency	< 30 seconds	< 10 seconds
Support Response Time	< 24 hours	< 4 hours
Data Retention	90 days	Custom
Webhook Delivery	10 retries	Dedicated queue

Uptime#

Uptime is measured monthly as the percentage of time the API is available and responding to requests. Scheduled maintenance windows (announced at least 72 hours in advance) are excluded from uptime calculations.

• Standard (99.9%) — Up to 43 minutes of downtime per month
• Enterprise (99.99%) — Up to 4.3 minutes of downtime per month

Verification Latency#

Verification latency is the time from when a write or fact is accepted (202 Accepted) to when it is verified and confirmed. This includes queuing, batching, and verification processing.

• Standard — 95th percentile under 30 seconds
• Enterprise — 95th percentile under 10 seconds

Support Response Time#

Response time is measured from when a support ticket is created to the first substantive response from the PacSpace team.

• Standard — First response within 24 hours (business days)
• Enterprise — First response within 4 hours (24/7)

Data Retention#

How long verified records, facts, and audit data are retained in the PacSpace API layer.

• Standard — 90 days from creation
• Enterprise — Custom retention periods, including indefinite retention

Verification proofs persisted in the verification layer are retained independently of the API retention period.

Webhook Delivery#

PacSpace retries failed webhook deliveries with exponential backoff.

• Standard — Up to 10 retry attempts over approximately 24 hours
• Enterprise — Dedicated webhook delivery queue with priority processing and extended retries

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SLA Credits#

If PacSpace fails to meet the uptime commitment in any calendar month, affected customers may request SLA credits:

Monthly Uptime	Credit
99.0% – 99.9%	10% of monthly charges
95.0% – 99.0%	25% of monthly charges
Below 95.0%	50% of monthly charges

To request SLA credits, contact support@pacspace.io within 30 days of the incident.

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Support Channels#

Channel	Details
Email	support@pacspace.io
Sales	sales@pacspace.io
Dashboard	app.pacspace.io — in-app support
Status Page	status.pacspace.io

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Enterprise Features#

Enterprise plans include additional capabilities beyond the SLA:

• Dedicated account manager — A named contact for technical and business needs
• Custom integrations — Assistance building integrations for your specific workflow
• Volume discounts — Pricing tailored to your usage patterns
• Custom data retention — Retention policies that match your compliance requirements
• Priority processing — Dedicated infrastructure for your workloads
• Custom webhook queues — Isolated delivery with guaranteed ordering

Contact sales@pacspace.io to discuss Enterprise plans.