Service Level Agreement
1. Service Commitment
Berican Labs commits to maintaining high availability for all hosting services. This Service Level Agreement (SLA) outlines our uptime guarantees and the remedies available if we fail to meet them.
2. Uptime Guarantee
We guarantee the following uptime levels by plan:
| Plan | Uptime Guarantee | Max Downtime/Month |
|---|---|---|
| Free | 99.0% | ~7 hours |
| Pro | 99.9% | ~43 minutes |
| Business | 99.95% | ~22 minutes |
| Enterprise | 99.99% | ~4 minutes |
3. Service Credits
If we fail to meet the uptime guarantee, you are entitled to service credits:
| Monthly Uptime | Credit Percentage |
|---|---|
| 99.0% - 99.9% | 10% |
| 98.0% - 99.0% | 25% |
| 95.0% - 98.0% | 50% |
| Below 95.0% | 100% |
Credits are applied to your next billing cycle. Maximum credit is 100% of monthly fees.
4. How to Request Credits
To request service credits:
- 1.Submit a support ticket within 30 days of the incident
- 2.Include the date(s) and time(s) of downtime
- 3.Provide any relevant details (error messages, affected services)
We will verify the downtime and apply credits within 5 business days.
5. Exclusions
The uptime guarantee does not apply to:
- Scheduled maintenance: Announced 24 hours in advance
- Force majeure: Events beyond our control
- Customer-caused issues: Your code or configuration
- Third-party services: External outages
- Free plans: No credits available
- Beta features: Experimental features
6. Scheduled Maintenance
We perform scheduled maintenance to:
- Apply security patches
- Upgrade infrastructure
- Improve performance
Maintenance windows:
- Typically Tuesday or Wednesday
- Between 2:00 AM - 6:00 AM EAT
- Duration usually less than 30 minutes
- Advance notice via email and status page
Emergency maintenance may occur without notice for critical security issues.
7. Monitoring and Reporting
We provide:
- Status page: Real-time status at bericanlabs.com/status
- Incident history: Past 90 days of incidents
- Email notifications: Subscribe to status updates
- Monthly reports: Business and Enterprise plans
9. Data Backup
We maintain backups as follows:
- Pro: Daily backups, 7-day retention
- Business: Daily backups, 30-day retention
- Enterprise: Continuous backups, 90-day retention
Backup restoration is available upon request.
8. Support Response Times
Target response times for support requests (during business hours):
| Priority | Pro | Business | Enterprise |
|---|---|---|---|
| Critical (site down) | 4 hours | 1 hour | 15 minutes |
| High | 8 hours | 4 hours | 1 hour |
| Normal | 24 hours | 8 hours | 4 hours |
| Low | 48 hours | 24 hours | 8 hours |
10. Changes to This SLA
We may update this SLA with 30 days notice. Changes will not reduce service levels during an active billing period.