Service Level Agreement
Effective: June 2026
This SLA defines the service commitments for TranslateMD's paid tiers. Questions? Email support@translatemd.io.
1. Platform Availability
TranslateMD targets 99.9% uptime for all production API endpoints and the web application, calculated on a monthly basis.
Availability is measured as the percentage of total minutes in a calendar month during which the service is operational and accepting requests.
Exclusions: The following are excluded from uptime calculations:
- Scheduled maintenance windows, announced at least 48 hours in advance via email and the status page.
- Force majeure events (natural disasters, government actions, widespread internet outages).
- Issues caused by customer-side infrastructure, network, or configuration.
Status page: Real-time service status and incident history will be available at status.translatemd.io (coming soon).
2. Performance Targets
The following response time targets apply under normal operating conditions:
| Endpoint | Target (p95) |
|---|---|
| ConceptMap/$translate API | <500ms |
| Document translation API | <10s (standard documents) |
| FHIR metadata endpoint | <100ms |
Performance targets are measured at the 95th percentile over a rolling 30-day window. Documents exceeding 50 pages or containing complex imaging reports may exceed standard processing times.
3. Support Response Times
Response and resolution targets vary by subscription tier:
| Tier | Channel | Initial Response | Resolution Target |
|---|---|---|---|
| Pro ($29/mo) | 24 hours | 72 hours | |
| Team ($149/mo) | Priority email | 4 hours | 24 hours |
| Enterprise (custom) | Dedicated channel | 1 hour | 8 hours |
Response times are measured during business hours (Monday through Friday, 08:00 - 20:00 CET), except for Enterprise tier Critical (P1) incidents, which are covered 24/7.
4. Incident Classification
Incidents are classified by severity to ensure appropriate prioritization:
| Severity | Definition | Response | Resolution Target |
|---|---|---|---|
| Critical (P1) | Service unavailable or data integrity risk | 1 hour | 4 hours |
| Major (P2) | Significant feature degradation | 4 hours | 24 hours |
| Minor (P3) | Non-critical issue, workaround available | 24 hours | 72 hours |
Incident severity is determined by TranslateMD based on the scope and impact of the issue. Customers may request a severity reassessment by contacting support.
5. Data Processing
- EU-hosted infrastructure: All translation processing occurs on EU-hosted infrastructure (Frankfurt region), ensuring compliance with GDPR data residency requirements.
- No persistent document storage: Document content is not persisted beyond the active translation session unless explicitly opted into history mode by the user.
- Offline processing mode: Available for organizations requiring zero external AI dependency. All translations are performed using our verified local mappings with no data sent to third-party AI providers.
- Encryption: All data is encrypted in transit (TLS 1.3) and at rest (AES-256).
For detailed data handling information, see our Privacy Policy.
6. SLA Credits
Enterprise tier customers are eligible for service credits when monthly uptime falls below the 99.9% target:
| Monthly Uptime | Credit |
|---|---|
| <99.9% but ≥99.5% | 10% of monthly fee |
| <99.5% but ≥99.0% | 25% of monthly fee |
| <99.0% | 50% of monthly fee |
Claiming credits: Credit requests must be submitted within 30 days of the affected month by contacting support@translatemd.io. Credits are applied to the next billing cycle and do not exceed 50% of the monthly fee. Credits are the sole and exclusive remedy for any failure to meet this SLA.
7. Contact
For support inquiries: support@translatemd.io
For enterprise agreements: sales@translatemd.io
This SLA applies to paid subscription tiers (Pro, Team, Enterprise). Free tier usage is provided as-is without SLA guarantees. TranslateMD reserves the right to update this SLA with 30 days' written notice to affected customers.