Service Level Agreement
Availability target and service-credit framework for eligible DoorAPI services.
Customer-specific agreements, order forms and mandatory law may override these general provisions.
Availability target
Doorsecure targets 99.99% monthly availability for covered core DoorAPI services where the applicable order form includes this SLA.
Measurement
Availability is measured using Doorsecure monitoring for the covered production service, excluding approved exclusions. Monthly availability equals total minutes minus unavailable minutes, divided by total minutes in the month.
Exclusions
Excluded events include scheduled maintenance with reasonable notice, emergency maintenance, force majeure, internet or customer network failures, customer or third-party configuration, unsupported use, customer-selected integrations, payment providers, and suspension permitted under the agreement.
Incident handling
Doorsecure monitors services 24/7 and applies severity-based incident response. Publicly relevant service impact may be published in the Trust Center.
Service credits
Any service-credit bands and claim procedure are determined by the order form. Unless stated there, this target is a service objective and does not create an automatic credit.
Claims
Eligible claims must be submitted within 30 days after the affected month and include reasonable supporting details. Credits are the exclusive remedy for SLA failure unless mandatory law or the agreement states otherwise.