Service Level Agreement (SLA)

1. Availability

BootandStrap commits to using commercially reasonable efforts to maintain service availability of 99.5% monthly, excluding planned maintenance windows. This figure is a target, not an absolute guarantee.

2. Planned maintenance

Maintenance windows will preferably be scheduled during low-activity hours (evenings/weekends, CET timezone). At least 48 hours prior notice will be provided when feasible.

3. Technical support

• Primary channel: Email and WhatsApp.
• Business hours: Monday to Friday, 09:00–18:00 CET.
• Target response time: Under 24 business hours for standard issues.
• Critical incidents (complete service outage): Reasonable efforts to address as quickly as possible.

4. Exclusions

The following are not counted as downtime:

• Notified planned maintenance.
• Failures attributable to third parties (Stripe, Supabase, OpenAI, hosting providers).
• Customer connectivity failures.
• Force majeure events.
• Improper or non-conforming use of the service.

5. Updates and improvements

The maintenance plan includes security updates, minor improvements, and bug fixes. Substantial new features may require additional modules.

6. Modifications

BootandStrap reserves the right to modify this SLA with 30 days prior notice. Changes take effect in the next billing period.