Service Level Agreement
Version 2.4.0 • Active
We are committed to reliability. This Service Level Agreement (SLA) defines our commitment to uptime and connectivity for BEBA OS.
1. Service Availability
Bearish FH guarantees that BEBA OS will be available 99.9% of the time during any monthly billing cycle.
"Unavailable" means that the Service has no external connectivity or is unresponsive to requests. Scheduled Maintenance is not considered Unavailability.
2. Service Credits
If we fail to meet the Service Availability guarantee, you may be eligible for the following Service Credits:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but ≥ 99.0% | 10% |
| Less than 99.0% but ≥ 95.0% | 25% |
| Less than 95.0% | 50% |
3. Support Response Times
We prioritize support requests based on severity:
- Critical (System Down): Initial response within 1 hour (24/7).
- High (Feature Broken): Initial response within 4 hours (Business Hours).
- Normal (Questions/Minor Bugs): Initial response within 24 hours.
4. Scheduled Maintenance
We will make every effort to notify you at least 48 hours in advance of any scheduled maintenance that may affect service availability. Maintenance is typically scheduled during off-peak hours (Weekends or 12:00 AM - 4:00 AM UTC).
To request a service credit, please open a ticket with out billing department within 30 days of the incident.