Service Level Agreement

Version 2.0 | Effective: 2026-06-03 | Applies to all new contracts signed from this date. Looking for the previous version? Service Level Agreement v1.0

Service uptime commitment

For the purpose of measuring the quality of service that Staple delivers, Staple is committed to providing access to the Software on a twenty-four hours a day, seven days a week (24 x 7) basis, at a rate of 99.5% ("Services Uptime Metric")

Staple further agrees to respond to, and rectify any outages within 24 hours of being notified by the Customer.

Response time SLA

Staple will use commercially reasonable efforts to respond to problems with the Software detected by Staple and/or reported by the Customer

Level: Standard
Max. response time: 48 Hours

Level: Silver
Max. response time: 24 Hours

Level: Gold
Max. response time: 24 Hours

Level: Platinum
Max. response time: 4 Hours
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Severity Level: Moderate (Level 3)
Silver Response Time: 24 hours | Gold Response Time: 24 hours | Platinum Response Time: 4 hours

Commitment: Staple will commit necessary human resources and technical resources around the clock for issue resolution and/or workarounds to reduce the severity of the issue.

Severity Level: High (Level 2)
Silver Response Time: 12 hours | Gold Response Time: 6 hours | Platinum Response Time: 3 hours

Commitment: Staple will commit full-time human resources and technical resources during business hours (and where necessary, alternative resources during non-business hours) for issue resolution and/or workarounds to reduce the severity of the issue.

Severity Level: Severe (Level 1)
Silver Response Time: 4 hours | Gold Response Time: 3 hours | Platinum Response Time: 1 hour

Commitment: Staple will commit full-time human resources and technical resources during business hours for issue resolution and/or workarounds to reduce the severity of the issue.

Example of Level 3 (moderate), Level 2 (high) and Level 1 (severe) issues are as follows:

Level 3:
- Occasional non-persistent but unexpected behaviour in user interface
- Occasional slow load times with certain document types
- Infrequent and inconsistent recognition of key fields in data capture

Level 2:
- Occasional non-responsive user interface
- Inconsistent behaviour in API or user interface
- Inability to achieve desired functionality with certain buttons or commands

Level 1:
- Persistent inability to upload documents
- Non-responsive API or user interface
- Persistent errors in usage of user interface or API

Support Terms

Technical support hours ("Support Hours")‍

The Customer may initiate a help request during or outside the Support Hours by raising a ticket in the system.

Accuracy SLA Definition

For certain use cases and applications, Staple may offer customers a guarantee on accuracy levels as part of an Accuracy SLA. This section defines how accuracy is calculated for purposes of the Accuracy SLA, and only applies to customers who have purchased the Accuracy SLA."Accuracy Rate" means the average level of precision and completeness achieved in extracting data points from documents.

Accuracy computed as:
= 1 - (# of fields manually edited by Customer / total # of fields processed)
All accuracy metrics should be measured over at least 1,000 documents.
For example: 100,000 documents are processed through Staple, with 5 fields per document, giving 500,000 fields in total.
Customer has to manually correct 10,000 fields out of 500,000. Accuracy is calculated as:
= 1 - (# of fields manually edited by customer / total # of fields processed)
= 1 - (10,000 / 500,000)
= 1 - 0.02
= 98%
Monthly accuracy reporting can be available from implementation.