Service Level Agreement

Last Update: January 1, 2023



Last Amended January 1, 2023

  1. | Master Service Agreement. All terms set forth herein, including, but not limited to, capitalized reference terms, are governed and controlled by the DocsInk, LLC (“DocsInk”) Master Service Agreement (“MSA”), as updated and modified from time to time.


In the event that the Customer has a negotiated Software-as-a-Service (“SaaS”) Agreement in conjunction with a an MSA executed in writing by DocsInk and the Customer, the specific SaaS Agreement associated therewith shall apply for the benefit of the Customer.

  1. | Purpose. The purpose of this Service Level Agreement (“SLA”) is to ensure that proper mechanisms are in place to provide high quality service and support to the Customers of the DocsInk Platform, which includes the DocsInk Systems and DocsInk Apps. This SLA provides: 
  1. A description of the performance levels to be provided by DocsInk to Customers purchasing any component of the DocsInk Platform pursuant to an MSA;
  2. The responsibilities of DocsInk as a provider of the DocsInk Platform;
  3. The responsibilities of the Customer as a user of the DocsInk Platform, or as an enabler of access to the DocsInk Platform by Authorized Users;
  4. The general levels of availability and maintenance associated with DocsInk Platform; 
  5. The process for requesting support related to the DocsInk Platform.


  1. | Scope. DocsInk provides the DocsInk Platform via either a Browser, Desktop and/or Mobile Application basis for the purpose of delivering various technology services and/or integrating interconnected devices to enhance the providers ability to provide secured Services. This scope of this SLA is limited to the performance and support associated with the DocsInk Platform. By definition, and in general, this SLA is a mutual understanding, but not an agreement or enforceable contract. It is understood that while diligent effort will be made to fulfill the terms of this SLA, there might be circumstances when the express terms of the SLA will not be realized. 


  1. | DocsInk’s Responsibilities. DocsInk’s responsibilities and/or requirements in support of this SLA include: 
  1. Adhering to the DocsInk Platform availability and support levels;
  2. Providing appropriate notification for scheduled maintenance of the DocsInk Platform


  1. | Customer’s Responsibilities. Customer’s responsibilities and/or requirements in support of this SLA include:
  1. Communicating specific service incidents and requests related to the DocsInk Platform;
  2. Providing availability and assistance when resolving a service incident or request related to the DocsInk Platform;
  3. Using commercially-reasonable efforts to prevent unauthorized access to or use of the DocsInk Platform  


  1. | Period of Performance. This SLA becomes effective upon acceptance by DocsInk, and upon

execution of the associated MSA by Authorized Users associated with both DocsInk and the Customer. This SLA will remain in effect unless and until amended, replaced, or terminated within the express terms of a written document signed by an Authorized Users of both DocsInk and the Customer, or by termination in accordance with the express terms of the MSA.


2.0 | SLA Detail


  1. | Availability Commitment. The DocsInk Platform is intended to be accessible twenty-four (24) hours per day, seven (7) days per week, three hundred and sixty-five (365) days per year. DocsInk commits to having the DocsInk Platform available for the Customer’s use no less than 99.9% of the time, except for unavailability due to:

(a) planned maintenance and updates (as described below); (b) Customer applications and operating systems; (c) acts or omissions of the Customer or any Authorized Users granted access to the DocsInk Platform by the Customer or for the benefit of the Customer; or, (d) circumstances beyond DocsInk’s reasonable control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (other than those involving DocsInk’s employees or contractors), or internet service provider failures or delays.


  1. | Support Requests. In the event that the Customer feels that there is an outage of the DocsInk Platform that fails to meet the commitment (set forth in Section 2.01 above), or if the Customer has technical issues with the DocsInk Platform, Customer may make a support request using the following:

Phone: (888) 577-7409



  1. | Support Hours. With the exception of federal holidays, DocsInk’s support staff will be available to respond to non-urgent outage incidents and support requests during the following times:

Phone: Monday-Friday | 8:00 am – 5:00 pm | Eastern Standard Time 

Email: Monday-Friday | 8:00 am – 5:00 pm | Eastern Standard Time

DocsInk provides electronic monitoring with alerts twenty (24) hours per day, seven (7) days per week, three hundred sixty-five (365) days per year; with staff “on-call” to respond to issues outside of the days and hours listed above.


  1. | Target Response Time. DocsInk’s support team strives to respond to all support requests, regardless of severity, within one (1) to two (2) hours of receiving notice (if notice is received during the support  hours set forth in Section 2.03 above). Response time is defined as the time between receipt of the support request and the time that a DocsInk support team member begins working on the request. Due to the diversity of issues that might occur, and the methods needed to resolve them, response time is not defined as the time between the receipt of the request and problem resolution. Under all circumstances, the Customer’s timely cooperation with the DocsInk support team will be a determinant of how quickly DocsInk can achieve problem resolution.


  1. | Systems Supported. Relevant systems, browsers, and applications supported by DocsInk relative to the use of the DocsInk Platform include: 


Mobile OS:

  1. Android versions 5.0 and above; and
  2. iOS versions 8.0 and above



  1. Chrome version 45.0 and above;
  2. Firefox version 71.0 and above;
  3. Edge version 41 and above.


  1. | Maintenance and Service Updates. All DocsInk Platforms, along with any related components such as Third-Party Applications, require regularly-scheduled maintenance updates to meet established performance levels. Maintenance update activities will render the DocsInk Platform, or certain components thereof, unavailable for normal use. Maintenance update activities typically occur bi-monthly. To the extent practicable, and whenever commercially-reasonable to do so, DocsInk will be schedule maintenance update activities during the weekend hours from 8:00 pm Eastern Standard Time on Friday, to 6:00 am Eastern Standard Time on Monday, in an effort to minimize service disruptions. DocsInk will attempt, but shall not be required, to make commercially- reasonable efforts to notify Customers and Authorized Users at least three (3) business days in advance of all planned downtime due to maintenance update activities via the website, or via push notification to the home pages of the DocsInk Platform and DocsInk Apps. 


  1. | Information Security. DocsInk maintains appropriate administrative, physical, and technical safeguards for protection of the security, confidentiality, and integrity of Customer Data.