Warranty Policy

1. Overview

DocTrace, provider of secure document issuance and management solutions, offers this Warranty Policy to ensure customer satisfaction and confidence in the reliability of our services. This policy outlines our commitments regarding service availability, data recovery, and customer data retention.


2. Service Availability

DocTrace guarantees a service availability of 99.9% uptime for our SaaS platform, excluding scheduled maintenance windows and unforeseen circumstances beyond our control. In the event of any service disruptions or downtime exceeding this threshold, customers may be eligible for service credits as per our Service Level Agreement (SLA).


3. Data Recovery

DocTrace maintains rigorous backup procedures to ensure the integrity and availability of customer data. Our Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs) are outlined in detail in our SLA. In the event of data loss or corruption, we are committed to restoring customer data to its latest valid state within the specified timeframe.


4. Storage and Retention

For customers opting for our issuance-per-log pricing model, DocTrace provides complimentary storage for the first year following initial issuance. Subsequent years incur a nominal storage fee, equivalent to 50% of the initial issuance value per year. This ensures the secure retention of customer data for as long as required.


5. Customer Data Access

Customers retain full ownership and control of their data stored on the DocTrace platform. In the event of subscription termination or cessation of storage fee payments, customers may request a copy of their data. While we prioritize secure data delivery, in cases where safe transmission is not feasible, data will be provided in either flat files or as an exported database, ensuring accessibility and portability.


6. Warranty Claims

Customers experiencing issues or concerns regarding service availability, data recovery, or data access are encouraged to reach out to DocTrace support promptly. Our dedicated team will investigate and address all warranty claims in accordance with our SLA and warranty policy, ensuring prompt resolution and customer satisfaction.


7. Disclaimer

This Warranty Policy is subject to the terms and conditions outlined in our Service Agreement and SLA. DocTrace reserves the right to update or modify this policy as necessary to reflect changes in our services or industry standards.


8. Contact Information

For any inquiries or assistance regarding our Warranty Policy or services, please contact DocTrace Customer Support at support@doctrace.com.


By utilizing DocTrace’s services, customers acknowledge and agree to abide by the terms and conditions outlined in this Warranty Policy.