POLOTNO SDK
Service License Agreement (SLA)
This document is a sample Service Level Agreement provided for reference only. It is not a default SLA and does not apply automatically to any Polotno SDK subscription. Formal SLA coverage is available exclusively to Enterprise clients and is issued on a case-by-case basis with individually negotiated terms. Only a fully executed Enterprise SLA is binding.
This Service Level Agreement (“SLA”) outlines the maintenance, support, and operational commitments for the Polotno SDK. It applies to Customers with an active subscription or Enterprise license and forms an integral part of the Polotno SDK License Agreement.
The purpose of this SLA is to set clear expectations for reliability, maintenance, communication, and ongoing support of the Polotno SDK.
1. Scope
This SLA applies to the self-hosted version of the Polotno SDK used by the Customer. It describes how Polotno maintains, updates, and supports the SDK and its documentation.
This SLA does not apply to Polotno-hosted cloud services, including:
Cloud Rendering API
Remove Background API
Other cloud-based tools
These services are covered under separate terms.
2. Service responsibility
The Customer hosts and operates the Polotno SDK within their own environment.
Polotno provides the SDK as a self-contained JavaScript library and is not responsible for:
Customer servers or hosting infrastructure
Authentication systems
Data storage
Rendering pipelines
Third-party services integrated by the Customer
3. Maintenance and updates
Polotno continuously updates the SDK with improvements, bug fixes, and security patches. Typical update frequency is ~4 changelog updates per month.
Versioning and breaking changes
Breaking changes occur only in new major versions (for example, 2.x → 3.x).
Polotno provides advance notice before releasing a major version that may affect compatibility.
Each major version remains backward compatible for at least 12 months.
Deprecations
Deprecated features are documented.
Migration instructions are provided.
Customers may continue using any supported version as long as their license remains active.
4. Incidents and bugs
Definitions
Incidents are unexpected interruptions or degraded functionality requiring timely resolution.
Bugs are confirmed defects that do not interrupt normal operation and are resolved through scheduled updates.
Support hours
Monday – Friday, 09:00–18:00 ET.
Response and resolution targets
Critical issues
Initial response: within 4 hours via phone or messenger
Resolution: within 1 business day
Major issues
Initial response: within 1 business day via forum or email
Resolution: within 3 business days
Minor issues
Initial response: within 3 business days via forum
Resolution: provided in the next SDK update
Confirmed bugs
Initial response: within 3 business days via forum
Resolution: provided within one of the next four SDK updates
Support includes reasonable volumes of incident and bug reports consistent with normal SDK usage.
5. Communication
General technical support: forum, response within 1 business day
Technical support requiring sensitive data: forum + private email, response within 1 business day
Billing, licensing, admin: email, response within 3 business days
6. Security and data handling
The SDK does not collect, store, or transmit end-user data.
All data processing occurs entirely within the Customer’s environment.
The Customer is responsible for secure deployment, access control, and regulatory compliance.
Polotno follows industry-standard security and dependency management practices.
Polotno may update this SLA with 30 days’ notice. Continued use of the SDK constitutes acceptance of updated terms.
Add-on service levels
Additional SLA tiers may include:
Faster response targets
Custom escalation paths
Extended onboarding support
Scheduled success reviews
Additional communication channels (phone, Slack, Teams)
Weekend or 24/7 coverage
Dedicated technical contact
Pricing is provided separately upon request.