1. Scope
This Service Level Agreement ("SLA") applies to the production Service available at the URLs documented in your subscription, for customers on the Pro and Business plans. It does not apply to:
- The Free, micro-pass, day-pass, or Trial tiers.
- Beta or experimental features clearly labelled as such.
- Third-party services we depend on (Anthropic, OpenAI, Stripe, PayPal, Google APIs).
- Outages caused by Customer's misuse, breach of the Acceptable Use Policy, or events excluded under Section 5.
2. Uptime Targets
| Plan | Monthly Uptime Target | Maximum allowable downtime per month |
|---|---|---|
| Pro | 99.5% | ~3 hours 39 minutes |
| Business | 99.9% | ~43 minutes 49 seconds |
3. How Uptime Is Measured
"Uptime" is the percentage of total minutes in a calendar month during which the Service responds to a basic health-check request with an HTTP 2xx response within 30 seconds. We measure uptime from synthetic monitors located in at least three geographic regions.
"Downtime" excludes time during which the Service is unavailable solely due to:
- Scheduled maintenance announced at least 24 hours in advance (capped at 4 hours per calendar month).
- Issues outside our reasonable control (Section 5).
- Customer-side issues (Customer's network, browser, account misconfiguration, exhaustion of plan limits).
4. Service Credits
Where the monthly uptime falls below the target, Customer is entitled to a service credit applied to the next monthly invoice, calculated on the monthly fee paid for the affected service:
| Monthly Uptime | Pro service credit | Business service credit |
|---|---|---|
| < 99.9% | — | 10% |
| < 99.5% | 10% | 20% |
| < 99.0% | 15% | 25% |
| < 95.0% | 25% | 30% |
Service credits are Customer's sole and exclusive remedy for any failure to meet the uptime target. Credits are not refundable in cash, are not transferable between accounts, and expire 12 months after issuance.
5. Exclusions
The following events do not count toward downtime, and no service credit is owed:
- Force majeure: events beyond our reasonable control (natural disaster, war, terrorism, civil unrest, government action, pandemic, internet-backbone failures, denial-of-service attacks).
- Third-party service failures: outages or degradation of services we depend on (DNS providers, Cloudflare, AWS regions, Stripe, PayPal, Anthropic, OpenAI, Google APIs).
- Customer-caused issues: misuse, breach of the AUP, exhausted plan limits, misconfigured webhooks, malformed requests.
- Scheduled maintenance: announced at least 24 hours in advance.
- Emergency maintenance: required to respond to a security incident, capped at 4 hours per calendar month.
- Beta features: any feature clearly labelled "beta", "preview", or "experimental".
- Suspension: Service suspended due to Customer's non-payment or breach.
6. How to Claim a Credit
To claim a service credit:
- Submit a request to info@baaed.com with subject "SLA Credit Claim — [Month YYYY]".
- Submit within 30 days of the end of the affected calendar month. Late claims are not honoured.
- Include your account email, the affected month, your monitoring data (if any), and a reasonable description of the impact.
We will respond within 10 business days. If the claim is approved, the credit appears on the next regular invoice.
7. Maximum Credit
Notwithstanding Section 4, the total service credit issued to a single Customer for any one calendar month does not exceed 30% of the Customer's fee for that month. Service credits do not entitle Customer to a refund unless Customer has cancelled all paid services and has unused credits at the time of cancellation, in which case the unused credits expire without payment.
8. Support Response Times
Customer-support response targets (separate from uptime targets):
| Severity | Description | Pro target response | Business target response |
|---|---|---|---|
| S1 — Critical | Production Service unavailable for Customer. | Next business day | 4 business hours |
| S2 — High | Major feature broken; workaround possible. | 2 business days | 1 business day |
| S3 — Normal | Minor feature issue, question, or request. | 5 business days | 3 business days |
"Business hours" mean 09:00–17:00 in our primary support timezone, Monday to Friday excluding U.S. federal holidays.
9. Status Page and Incident Communication
We publish real-time service status at http://baaed.com/index.php/health (basic health) and aggregate incident history is available on request. During an active incident we update affected customers via email at the address on file and via the status page.
10. Modifications to This SLA
We may modify this SLA with at least 30 days' notice for material changes. The new SLA applies prospectively to the next billing period.
11. Contact
SLA enquiries: info@baaed.com with subject "SLA".