Terms & SLA
Service commitments, support tiers, and links to legal documents.
Your agreement governs. This page summarizes service posture and support defaults.
Legal Documents
| Document | URL |
|---|---|
| Terms of Service | https://pacspace.io/terms |
| Privacy Policy | https://pacspace.io/privacy |
Availability
The recording path fails safe. If PacSpace cannot record a delta with full integrity, it stops and returns an error rather than write something weaker. Your product and billing never depend on our availability: recording runs alongside your billing job, and a missed window is committed when the path is back. See Is PacSpace in our critical path?
Enterprise agreements carry a contractual SLA covering uptime, verification latency, and delivery. We do not publish uptime commitments outside an agreement. Contact sales@pacspace.io.
Support
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
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:
- Contractual SLA - Uptime, verification latency, and delivery commitments, defined in your agreement
- 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.