Service-level commitments
Last updated May 3, 2026
This page describes docInsured’s response-time, availability, and incident-communication targets. While the platform is free, these targets are commitments we manage to internally; they are not contractual guarantees and there are no monetary service credits. B2B customers under an executed agreement may have contractual SLA terms that supersede this page — those terms govern in any conflict.
Scope
These targets apply to the production environment at app.docinsured.com and the public vendor magic-link surface at /coi/[token]. Beta features, preview deployments, and the /admin operator surface are explicitly out of scope.
Response-time targets
| Severity | Target first response | Target update cadence |
|---|---|---|
| P0 — platform down, data loss, security incident | within 2 hours, 24/7 | every 2 hours until resolved |
| P1 — major feature broken, no workaround | within 1 business day | every business day until resolved |
| P2 — non-blocking issue, question, request | within 2 business days | as needed |
“Business day” means 9am–6pm Pacific Time, Monday through Friday, excluding US federal holidays. Reach us at support@docinsured.com.
Availability target
Our internal target is 99.0% monthly availability of the production app, measured at the /api/health endpoint by an external probe. Time consumed by scheduled maintenance announced at least 48 hours in advance is excluded from the calculation.
Maintenance windows
Routine deployments are zero-downtime. Anything we expect to impact availability is scheduled outside business hours and announced via email to active account holders at least 48 hours in advance.
Incident communication
For P0 events affecting customer-visible functionality, we send an email to active account holders within the response-time target above and post a brief incident summary to support@docinsured.com replies. After resolution, we publish a short retrospective (cause, impact, fix, prevention) within 5 business days and share it with any affected customer on request.
Service credits
docInsured is currently free to use. There are no contractual service credits while you are on the free tier. When paid plans launch, the credit terms applicable to a paid subscription will live in the customer’s subscription agreement and will be published here for reference.
Reporting an issue
Email support@docinsured.com with as much detail as you can share — what you were doing, what you expected, what you saw, and (if safe to share) any request/correlation IDs visible in the UI. For suspected security issues, please mark the email subject line [SECURITY].