Service Level Agreement (SLA)

This Service Level Agreement (“SLA”) outlines the service standards Babsomatic (“we,” “our,” or “us”) aims to provide for our SaaS products and hosted services.

This SLA applies only to our cloud-based software services and does not apply to downloadable WordPress plugins installed on third-party hosting environments.

1. Service Availability

We aim to maintain a monthly uptime of 99% for our SaaS products.

Uptime is measured as the percentage of total minutes in a calendar month that the service is available and operational.

Scheduled maintenance, emergency updates, and third-party outages are excluded from uptime calculations.

2. Scheduled Maintenance

From time to time, we may perform maintenance to:

• Improve performance
• Apply security updates
• Deploy new features
• Fix bugs

Whenever possible, maintenance will be scheduled during low-traffic periods.

We will attempt to provide advance notice for major maintenance that may cause temporary downtime.

3. Support Response Times

Support is provided via email or official support channels.

Our target response times are:

• General inquiries: within 24–48 business hours
• Technical issues: within 24–48 business hours
• Critical service disruptions: as soon as reasonably possible

Response time refers to first reply, not full resolution.

4. Incident Handling

In the event of a service disruption:

• We will investigate the issue
• Identify the root cause
• Deploy a fix or workaround where possible
• Communicate updates if the issue is widespread

We prioritize issues based on severity and impact.

5. Exclusions

This SLA does not apply to service interruptions caused by:

• Customer misuse or misconfiguration
• Third-party integrations
• Hosting provider outages
• Internet connectivity issues
• Force majeure events (natural disasters, legal restrictions, etc.)

We are not responsible for issues outside our direct control.

6. Data Backup

We implement reasonable backup procedures for hosted SaaS services.

However:

• Users are responsible for maintaining their own backups where applicable.
• We do not guarantee prevention of all data loss.
• We recommend users regularly export or back up critical data.

7. Service Credits

At this time, Babsomatic does not offer financial credits for downtime.

We focus on fast resolution and service reliability rather than compensation models.

8. Modifications to This SLA

We may update this SLA at any time.

Continued use of our SaaS services after updates indicates acceptance of the revised terms.

9. Contact

For questions about this SLA, contact:

support@babsomatic.com
legal@babsomatic.com