Terms & SLA
Service commitments, support tiers, and links to legal documents.
This page is pending final product and legal review. Treat the numbers below as draft commitments until your agreement says otherwise.
Legal Documents
| Document | URL |
|---|---|
| Terms of Service | https://pacspace.io/terms |
| Privacy Policy | https://pacspace.io/privacy |
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 | Configurable (forever, 7, 30, or 90 days) | Configurable (forever, 7, 30, or 90 days) |
| Webhook Delivery | 10 retries | Priority support |
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 usage delta is accepted (202 Accepted) to when it is verified.
- 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
PacSpace retains two categories of data:
- Verification data - Record IDs, proof roots, content fingerprints, delta amounts, timestamps, and verification status. This data persists unless your agreement says otherwise.
- Raw business data - Reasons, reference IDs, custom metadata, and webhook payloads. Retention is configurable by the tenant.
All plans support configurable retention for raw business data:
| Setting | Description |
|---|---|
| Forever (default) | Raw business data is never removed |
| 90 days | Removed 90 days after verification |
| 30 days | Removed 30 days after verification |
| 7 days | Removed 7 days after verification |
Configure retention in Dashboard Settings or via PATCH /dashboard/tenant/retention. See the full Data Retention documentation for details.
Verification data may have a different retention policy than raw business data. Confirm your agreement before relying on a retention statement.
Webhook Delivery
PacSpace retries failed webhook deliveries with exponential backoff.
- Standard - Up to 10 retry attempts over approximately 24 hours
- Enterprise - Priority support and extended retries
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.
Support Channels
| Channel | Details |
|---|---|
| support@pacspace.io | |
| Sales | sales@pacspace.io |
| Dashboard | app.pacspace.io - in-app support |
| Status Page | status.pacspace.io |
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
- Priority processing - Dedicated infrastructure for your workloads
- Custom webhook delivery - Isolated delivery with defined ordering terms
Contact sales@pacspace.io to discuss Enterprise plans.