Service Level Agreement
Our commitment to enterprise customers — measurable uptime, fast response, and clear remedies.
99.9%
Uptime Guarantee
Monthly availability
< 1 hr
Critical Response
Severity 1 incidents
< 4 hrs
Standard Response
Business hours
< 24 hrs
Resolution Target
For critical issues
Service Availability
Fillit guarantees 99.9% uptime measured monthly. Scheduled maintenance is announced at least 72 hours in advance and excluded from uptime calculations.
Data Protection
All customer data is encrypted at rest (AES-256) and in transit (TLS 1.3). Daily backups are retained for 30 days.
Incident Response
Severity 1 incidents (full outage) receive immediate engineering response. Severity 2 incidents are addressed within 4 business hours.
Service Credits*
If monthly uptime falls below 99.9%, customers receive service credits: 10% for 99.0–99.9%, 25% for 95.0–99.0%, 50% for below 95.0%.
Dedicated Support
Enterprise customers receive priority queue access, a named account manager, and quarterly business reviews.
Security & Compliance
SOC 2 Type II compliant. ESIGN Act and eIDAS regulation compliant. Full audit trail for every document action.
* Service Credits — Important Limitation
Service credits are the sole and exclusive remedy for uptime failures and shall not exceed the monthly subscription fee for the affected period. SLA commitments are provided on a commercially reasonable, best-effort basis and are subject to exclusions including scheduled maintenance, force majeure, third-party infrastructure failures, and customer-caused issues. Security compliance references (SOC 2, ESIGN, eIDAS) reflect Fillit's design standards; customers are responsible for verifying compliance with their own applicable regulations. For full legal terms, see our Terms of Service — Section 14.
This SLA is part of the Enterprise plan agreement. For full legal terms, please refer to your Master Service Agreement.
Last updated: May 2026 · Contact: enterprise@fillit.pro