Service Level Agreement
Effective date: 7 October 2026
Last updated: 7 October 2026
This Service Level Agreement (“SLA”) sets out the availability commitments for paid subscription plans on the Pak Legal Desk platform.
1. Uptime Commitment
For subscribers on the Professional, Professional Plus, Firm, and Enterprise plans, Pak Legal Desk targets:
| Plan | Monthly Uptime Target | Support Response |
|---|---|---|
| Free | Best effort | 48 hours (email) |
| Professional | 99.5% | 24 hours (email) |
| Professional Plus | 99.5% | 12 hours (email) |
| Firm | 99.9% | 8 hours (email + priority) |
| Enterprise | Per signed agreement | Per signed agreement |
2. Scheduled Maintenance
We may perform scheduled maintenance during 02:00–05:00 PKT. Notice will be provided at least 48 hours in advance for planned downtime exceeding 15 minutes. Scheduled maintenance windows do not count against the uptime target.
3. Exclusions
Uptime targets do not apply to outages caused by: force majeure; internet service provider failures outside our control; third-party payment gateway outages; or customer-caused issues.
4. Service Credits
If monthly uptime falls below the target for your plan, you may request a service credit:
- 99.0%–99.4% uptime — 5% credit of the month’s fee
- 95.0%–98.9% uptime — 15% credit of the month’s fee
- Below 95.0% uptime — 30% credit of the month’s fee
Credits are applied to your next invoice. Requests must be submitted within 30 days of the affected period by email to [email protected].
5. Support Channels
Email: [email protected]
Hours: Monday to Friday, 09:00–18:00 PKT
Critical incidents: priority email for Firm and Enterprise plans
6. Reporting
Monthly uptime statistics are available on request. Data is derived from our internal monitoring systems.