SLA

Scope

This SLA covers the CMS, CRM, REST API and CORE services of the BizKitHub platform and applies to every customer on the Pro tier from the date of subscription.

Effective date: July 8, 2025.

Headline commitments

• 99.90 % monthly uptime guarantee (SLO target: 99.99 %).
• 11 nines annual data durability (99.999999999 %).
• 15 minutes initial response for P1 (critical) incidents.

Key metrics defined

• Availability — percentage of time services are available in a calendar month (Monthly Uptime Percentage).
• Data Durability — probability of never losing data; currently 11 nines annually.
• RTO (Recovery Time Objective) — maximum time to restore service after an outage.
• RPO (Recovery Point Objective) — maximum data loss (in time) when restoring from backup.
• Incident — an unplanned event causing service degradation or outage.
• Scheduled maintenance — planned maintenance announced at least 48 hours in advance.

Availability calculation

Availability is measured with a standardised formula:

Uptime % = Uptime / (Total minutes − Excused Downtime) × 100

Measurement methods

• BetterStack — active request monitoring from multiple regions.
• Cloudflare — edge-level health checks.
• Vercel — platform-side performance metrics.
• Interval — near-minute measurement cadence.

Status pages

• Primary: status.bizkithub.com
• Backup: status.baraja.cz

Service credits

If we miss the availability commitment we apply credits to the next invoice automatically — no customer request required.

Monthly uptime	Service credit
< 99.9 % but ≥ 99.0 %	10 %
< 99.0 % but ≥ 95.0 %	25 %
< 95.0 %	50 %

Data retention & protection

Accidental deletion protection

Every delete operation keeps a complete copy of the data for up to 7 days — protection against human error, attacks, and enabling fast recovery.

Insider threat protection

Multi-layer access controls prevent a rogue employee from executing bulk deletions against production data.

Offline backups

Production data is backed up to a separate, undisclosed storage location: S3-compatible storage in a different data centre, end-to-end encrypted.

Incident categories

We reserve the right to determine the incident type and priority — and to revise it as an incident unfolds. AI-assisted classification may be used to speed up triage.

Priority	Severity	Description	Impact
P1	Critical	Complete service outage.	All users affected; all data unavailable.
P2	Major	Severe incident.	Key features unavailable; limited workflows possible.
P3	Minor	Moderate degradation.	Slower response times; non-critical features affected.
P4	Low	Inquiries and cosmetic issues.	Documentation, UI, minor bugs not blocking usage.

Response times

Priority	Label	90 % response	First action
P1	Critical	15 min	2 hours
P2	Major	1 hour	4 hours
P3	Minor	4 hours	100 hours
P4	Low	48 hours	as agreed

Escalation

Escalated incidents are forwarded to the internal Incident Manager first, then to the CTO if the situation is not resolved within the response window.

Monitoring & transparency

Real-time service status is available on the status pages above. Historical data — monthly availability reports, incident analyses, service performance trends, and post-mortem reports — is published there as it becomes available.

Contact

Questions about this SLA go to /support.