Service Level Agreement

The web application, the API, and public booking pages. Excluded: trial workspaces, sandbox workspaces, beta features marked as such in the product, and failures caused by a third-party payment or messaging provider that is itself down.

A monthly uptime target of 99.9%, measured as successful responses to synthetic checks against the application, the API and booking pages, run every five minutes. Planned maintenance is announced at least 48 hours ahead, kept inside a published low-traffic window, and excluded from the measurement.

If monthly uptime falls below 99.9% you may claim 3 days added to your paid term; below 99.0%, 8 days; below 95.0%, 15 days — about 10%, 25% and 50% of a 30-day month. Claims are made within 30 days of the month in question; the days extend your current paid term and are not paid out.

First response within one business day, the same for every licence. A total outage is treated as severity one and worked continuously until service is restored, whatever the licence or the hour. Support is given in chat, in Ukrainian, English, Russian, Spanish, German and French.

Continuous backup within the same EU region, with point-in-time restore across the retention window. Recovery point objective 15 minutes; recovery time objective 4 hours. A restore of your workspace alone can be requested and is performed into a staging copy first so you can check it before it replaces live data.

Incidents are announced in the product, on every screen, while they are happening, not after — including ones you may not have noticed. A written note follows within five business days for anything that breached this agreement.