Service Level Agreement
Last updated: July 2026
This Service Level Agreement ("SLA") describes the availability targets, processing expectations, and support commitments for MakeitPDF. It applies to all paying subscribers (Pro and Business plans). Free plan users are not covered by this SLA but benefit from the same infrastructure on a best-effort basis.
1. Service Availability
MakeitPDF targets 99% monthly uptime for all core tool functionality (file upload, processing, and download). This equates to a maximum of approximately 7.3 hours of unplanned downtime per month.
Uptime is measured as the percentage of minutes in a calendar month during which the Service is operational and accepting user requests, excluding scheduled maintenance windows.
2. Scheduled Maintenance
Planned maintenance that may cause service interruption will be announced at least 24 hours in advance via a notice on the website or by email to registered users. Scheduled maintenance periods are excluded from uptime calculations.
3. File Processing
Most file operations (merge, compress, convert, etc.) complete within seconds to a few minutes depending on file size and server load. Processing times are best-effort and not guaranteed. AI-powered tools (Summarize, Translate) may take longer for large documents.
If a file operation fails due to a server-side error (not due to an invalid or corrupt file), you may retry the operation. Persistent processing failures should be reported to support.
4. Support Response Times
Support is provided by email at support@makeitpdf.com.
| Plan | Support type | Response target |
|---|---|---|
| Free | 5 business days (best-effort) | |
| Pro | 2 business days | |
| Business | Priority email | 1 business day |
Business days are Monday–Friday, excluding public holidays.
5. Exclusions
This SLA does not apply to downtime or degraded performance caused by:
- Factors outside our reasonable control (force majeure, internet outages, third-party infrastructure failures)
- Scheduled or notified maintenance windows
- Actions or inactions of the user, including uploading malformed or corrupted files
- Free plan usage
6. Reporting Issues
To report a service disruption or processing failure, email support@makeitpdf.com with a description of the issue, the tool you were using, and your account email.