Legal
Service Level Agreement
Version 1.0 · Effective June 1, 2025 · Applies to all active subscriptions
1. Uptime Guarantee by Plan
| Plan | Monthly Uptime SLA | Max Downtime/mo | Service Credit |
|---|---|---|---|
| Starter | 99.9% | 43.8 minutes | 5% of monthly fee |
| Growth | 99.95% | 21.9 minutes | 10% of monthly fee |
| Business | 99.95% | 21.9 minutes | 15% of monthly fee |
| Enterprise | 99.99% | 4.3 minutes | 25% of monthly fee |
2. Support Response Times
| Priority | Definition | Starter | Growth | Business | Enterprise |
|---|---|---|---|---|---|
| P1 — Critical | Site completely down or payment processing broken | 1 hour | 30 min | 15 min | 5 min |
| P2 — High | Major feature broken; significant user impact | 4 hours | 2 hours | 1 hour | 30 min |
| P3 — Normal | Minor feature broken; workaround available | 1 business day | 4 hours | 4 hours | 2 hours |
| P4 — Low | Cosmetic issue; enhancement; general question | 2 business days | 1 business day | 8 hours | 4 hours |
3. Exclusions
The SLA does not apply during:
- Scheduled maintenance (notified ≥72 hours in advance)
- Emergency security patches (notified as soon as practicable)
- Force majeure events (natural disasters, war, major internet backbone failures)
- Downtime caused by client actions, third-party integrations, or content
- DNS propagation periods during initial setup or domain transfers
- Cloudflare or upstream provider outages beyond our control
4. How Service Credits Work
Credits are applied automatically to your next invoice — you do not need to request them. Our monitoring system (Uptime Kuma) calculates downtime and triggers credit calculation at month-end. Credits are capped per plan percentage and are the sole remedy for uptime failures. Credits are non-refundable as cash.
5. Monitoring & Measurement
Uptime is measured by Uptime Kuma checking your site at 60-second intervals from our monitoring server. A site is considered "down" when three consecutive checks fail with a non-2xx/3xx response. Status is visible at status.bazionweb.com.