gPdf render/edge
Service-level agreement v2026-05

Service Level Agreement

gPdf SLA: monthly uptime targets, exclusions, support response tiers, and the credit table. Applies to paid plans.

Effective Last updated
Summary

Paid gPdf plans have a 99.9 % monthly uptime target; Enterprise plans have 99.95 %. Downtime that breaches the target generates service credits per the table on this page. Critical-severity tickets are responded to within 1 hour on Enterprise, 4 hours on Pro.

Scope

This SLA applies to paid gPdf plans (Basic, Pro and Enterprise). The Free Trial is offered on a best-effort basis with no SLA.

The SLA covers the gPdf API endpoints (api.gpdf.com) and the customer dashboard (gpdf.com). It does not cover:

  • Outages caused by Cloudflare-level edge incidents that affect the entire Cloudflare network and are confirmed on Cloudflare’s status page.
  • Misuse of the API (rate-limit violations, malformed payloads).
  • Outages on the Customer’s network or DNS.

Monthly uptime commitment

PlanMonthly uptime target
Basic99.9 %
Pro99.9 %
Enterprise99.95 %

“Uptime” means the percentage of well-formed POST /api/v1/* requests that returned a 2xx response within 30 seconds, measured per calendar month at the edge.

Service credits

If we miss the target in a calendar month, the Customer is eligible for the following credits, applied to the next billing period:

Monthly uptimeCredit (% of monthly fee)
< 99.9 % and ≥ 99.0 %10 %
< 99.0 % and ≥ 95.0 %25 %
< 95.0 %50 %

Credits are claimed via our contact form within 30 days of the month in question. Credits are the Customer’s sole and exclusive remedy for SLA breaches.

Support response times

Critical and High-severity tickets are 24×7. Normal and Low are responded during business hours (UTC).

SeverityDefinitionResponse — ProResponse — Enterprise
CriticalAPI down for the Customer’s account4 hours1 hour
HighAPI materially degraded8 hours2 hours
NormalFunctional issue, workaround exists1 business day4 business hours
LowQuestion, feature request, doc clarification2 business days1 business day

Enterprise plans include a named technical contact + escalation channel.

Status page

Live status, incident history and post-mortems are published at status.gpdf.com. The dashboard’s status pill (top of any page on gpdf.com) reflects the same source.

Maintenance windows

We do not schedule planned downtime. Edge deploys are zero-downtime and are not subject to this SLA’s exclusions.

Currency

Credits are calculated in the same currency as the Customer’s invoice. We do not pay credits in cash; they offset future invoices only.

Contact

  • Support tickets: use our contact form — select “Support” (or the in-dashboard ticket form for paid plans).
  • Credit claims: use our contact form — select “Billing”.
  • Status updates: status.gpdf.com.