POLOTNO SDK
Service License Agreement (SLA)
This Service Level Agreement describes the standard support, maintenance, and reliability commitments applicable to customers using the Polotno SDK under a Self-serve commercial license. This SLA is part of the Polotno License Agreement.
1. Scope
This SLA applies to the self-hosted Polotno SDK provided as a JavaScript library and used within the customer’s own infrastructure.
This SLA does not apply to any Polotno-hosted services or APIs, including but not limited to Cloud Rendering, Remove Background, or other cloud-based tools, which are governed by separate terms.
2. Service responsibility
The customer is fully responsible for hosting, operating, and securing their own infrastructure, including servers, storage, authentication, rendering pipelines, and data handling.
Polotno is responsible solely for the SDK codebase, its documentation, and its official release artifacts.
3. Maintenance and updates
Polotno maintains the SDK through regular updates that may include bug fixes, performance improvements, and security patches.
Breaking changes are introduced only in new major versions. Each major version remains supported for at least 12 months after release.
Deprecated features are documented, and reasonable migration guidance is provided. Customers may continue using any supported version as long as their license remains active.
4. Incidents and bugs
An incident is defined as a malfunction of the SDK that prevents or severely degrades production use.
A bug is defined as a confirmed defect that does not prevent normal operation.
All incidents and bug reports must be submitted exclusively through the customer support dashboard. Communication and updates related to submitted tickets are delivered via email. Direct emails or messages outside the support dashboard are not considered valid incident submissions.
Support hours for incident and bug handling are Monday to Friday, 9:00–18:00 ET, excluding public holidays.
Target response times:
– Critical incident (production use blocked): initial response within 1 business day, resolution handled with priority.
– Major issue (significant functional degradation): initial response within 1 business day.
– Minor issue or confirmed bug: initial response within 3 business days, resolution scheduled into a future update.
Resolution timelines are best-effort and depend on issue complexity, reproducibility, and release cycles.
5. Support
Polotno provides general technical support related to SDK integration, configuration, and usage via the customer support dashboard.
Standard support includes:
– Technical questions
– Bug reporting
– Licensing and administrative inquiries
Target response times:
– Technical support: 1 business day
– Billing and licensing: up to 3 business days
Support is provided on a reasonable-use basis consistent with normal SDK integration and operation.
6. Roadmap and feature requests
Customers may submit product feedback and feature requests through designated channels.
Polotno considers all feedback in good faith, but this SLA does not create any obligation to deliver specific features, timelines, or prioritization. All product decisions remain at Polotno’s discretion.
Guaranteed delivery, accelerated timelines, or custom development require a separate written agreement or Statement of Work.
7. Security and data handling
The Polotno SDK does not collect, transmit, or store end-user data.
All data processing and storage occur entirely within the customer’s environment. The customer is responsible for compliance with applicable data protection and security regulations.
Polotno follows industry-standard security practices for SDK development and release distribution.
8. SLA changes
Polotno may update this SLA with reasonable notice. Continued use of the SDK constitutes acceptance of the updated terms.
Enterprise SLA addendum
Customers with an Enterprise license may receive enhanced service levels under a separate written agreement. Enterprise SLAs may include extended support hours, faster response targets, defined uptime commitments, incident escalation paths, named points of contact, and optional guarantees related to resolution timelines or availability. Enterprise SLAs may also cover onboarding, proactive monitoring, and custom operational requirements where applicable. All enhanced guarantees, metrics, and obligations apply only if explicitly documented in the applicable Enterprise SLA or Statement of Work and do not apply to the Standard Support & Reliability SLA.