Partner Service Level Agreement
Last updated: April 1, 2026 · Version 1.0
1. Service Availability
Premier Letters commits to 99.9% uptime for the partner dashboard, API endpoints, and order processing system, measured on a monthly basis. Scheduled maintenance windows are excluded from uptime calculations and will be communicated at least 48 hours in advance.
2. Order Fulfillment
Standard orders will be written and queued for mailing within 2 business days of payment confirmation. Rush orders will be processed within 1 business day. Premier Letters will notify partners of any delays exceeding the stated SLA.
3. API Performance
API response times will average under 500ms for standard endpoints. Batch order endpoints may take longer depending on payload size. Rate limits are applied per tenant and communicated in the API documentation.
4. Support Response Times
| Severity | Initial Response | Resolution Target |
|---|---|---|
| Critical (service down) | 1 hour | 4 hours |
| High (major feature broken) | 4 hours | 1 business day |
| Medium (minor issue) | 1 business day | 3 business days |
| Low (question/request) | 2 business days | 5 business days |
5. Service Credits
If Premier Letters fails to meet the uptime SLA in a given month, partners are eligible for service credits as follows:
- 99.0% - 99.9% uptime: 10% credit on monthly fees
- 95.0% - 99.0% uptime: 25% credit on monthly fees
- Below 95.0% uptime: 50% credit on monthly fees
Service credits must be requested within 30 days of the incident and are applied to future invoices. Credits do not apply to per-letter fees.
6. Exclusions
This SLA does not apply to: scheduled maintenance, force majeure events, partner-caused issues (e.g., exceeding rate limits), third-party service outages (USPS, Stripe, etc.), or features explicitly labeled as beta.
7. Contact
To report an SLA issue or request service credits, contact support@premierletters.com.