Service Level Agreement

1. Service Availability

The Provider commits to maintaining the following monthly uptime percentages for the BakeWind platform, measured as the percentage of time the Service is operational and accessible during a calendar month:

• Starter plan: 99.5% monthly uptime (approximately 3.6 hours of permitted downtime per month)
• Professional plan: 99.9% monthly uptime (approximately 43 minutes of permitted downtime per month)
• Business plan: 99.9% monthly uptime (approximately 43 minutes of permitted downtime per month)
• Enterprise plan: 99.9% monthly uptime on shared infrastructure. Higher uptime targets (up to 99.95%) may be agreed upon in a custom Enterprise agreement where dedicated infrastructure is provisioned.

The Service is considered "unavailable" when (a) the web application returns HTTP 5xx errors for more than 5 consecutive minutes, or (b) the API responds with a median latency exceeding 10 seconds for more than 5 consecutive minutes, as measured from the Provider's external monitoring endpoints. Partial degradation of non-core features (e.g., analytics reports) does not constitute unavailability.

Uptime is calculated as: ((Total minutes in month − Downtime minutes) / Total minutes in month) × 100. Downtime is measured from the moment the Service becomes unavailable until it is restored, as recorded by the Provider's monitoring systems. In the event of a dispute, the Provider shall share relevant monitoring data covering the disputed period.

2. Exclusions

The following are excluded from downtime calculations and do not count against the uptime commitment:

• Planned maintenance performed during the designated maintenance window (see Section 5)
• Emergency maintenance required to address critical security vulnerabilities or data integrity issues, limited to a maximum of 4 hours per incident. The Provider shall notify the Customer as soon as practicable and provide a post-incident explanation.
• Force majeure events as defined in the Terms of Service (Section 11), including natural disasters, pandemics, war, government actions, and widespread telecommunications failures — but excluding events within the Provider's infrastructure or hosting provider.
• Downtime on the Customer's side, including the Customer's own equipment, software, local network, or ISP.
• Downtime caused by the Customer's misuse of the Service or violation of the Terms of Service

The Provider is responsible for the availability of its own infrastructure and the services of its hosting provider (Hetzner). DNS resolution, DDoS mitigation, and upstream connectivity to the hosting provider are operational responsibilities of the Provider and are not excluded from the uptime commitment.

3. Support Response Times

The Provider offers support across all subscription plans with response times based on issue severity. Response time is measured from the moment a support request is received during business hours to the first substantive response from the support team.

Severity levels are defined as follows:

• Critical (Severity 1): The Service is completely unavailable or a core function is non-operational, affecting all users. No workaround available.
• High (Severity 2): A major feature is significantly impaired, affecting a substantial number of users. Limited workaround may be available.
• Medium (Severity 3): A feature is partially degraded but the Service remains usable. A workaround is available.
• Low (Severity 4): A minor issue, cosmetic defect, general question, or feature request. No business impact.

Response times by plan and severity:

Starter — Critical: 12 hours, High: 24 hours, Medium: 48 hours, Low: 5 business days. Support channel: email only, business hours (Monday–Friday, 9:00–18:00 CET).

Professional — Critical: 4 hours, High: 8 hours, Medium: 24 hours, Low: 48 hours. Support channels: email and priority email queue, business hours (Monday–Friday, 9:00–18:00 CET).

Business — Critical: 2 hours, High: 4 hours, Medium: 12 hours, Low: 24 hours. Support channels: email, priority email queue, and video calls by appointment. Extended hours (Monday–Friday, 8:00–20:00 CET).

Enterprise — Critical: 1 hour, High: 2 hours, Medium: 4 hours, Low: 8 hours. Support channels: direct contact with the founder, email, priority email queue, and video calls by appointment. Critical issues: best-effort response outside business hours.

4. Service Credits

If the Provider fails to meet the uptime commitment for your subscription plan in a given calendar month, the Customer is entitled to service credits as follows:

• Uptime between SLA target and SLA target minus 0.5% (e.g., 99.9%–99.4% for Professional): credit of 10% of the monthly subscription fee
• Uptime between SLA target minus 0.5% and SLA target minus 1% (e.g., 99.4%–98.9% for Professional): credit of 25% of the monthly subscription fee
• Uptime below SLA target minus 1% (e.g., below 98.9% for Professional): credit of 50% of the monthly subscription fee
• Service completely unavailable for more than 24 consecutive hours: credit of 100% of the monthly subscription fee

Service credits are applied to future invoices and do not entitle the Customer to a cash refund unless the Customer terminates the agreement, in which case unused credits shall be refunded. Credits must be requested within 60 days of the end of the month in which the downtime occurred. The maximum total credit for any calendar month shall not exceed 100% of the monthly subscription fee for that month.

To request a service credit, the Customer must submit a written request to support@bakewind.com including the dates and times of the claimed downtime. The Provider shall respond within 10 business days with a determination, referencing its monitoring data. If there is a dispute, the Provider shall share relevant monitoring logs covering the disputed period.

5. Planned Maintenance

The Provider performs planned maintenance to ensure the continued security, performance, and reliability of the Service. The designated maintenance window is:

Sunday, 02:00–06:00 CET (Central European Time).

The Provider will notify Customers of planned maintenance at least 48 hours in advance via email or an in-app notification. Not all maintenance windows will result in service disruption; many updates are deployed with zero downtime.

In the event of emergency maintenance required to address critical security vulnerabilities or imminent data integrity risks, the Provider will make best efforts to notify Customers in advance but may proceed without the standard 48-hour notice period.

6. Infrastructure

The BakeWind platform is hosted on the following infrastructure:

• Data centre: Hetzner Online GmbH, Falkenstein (FSN1), Germany, European Union
• Database: PostgreSQL with encrypted connections (TLS)
• Cache: Redis for session management and real-time features
• Backups: Daily encrypted backups with 7 daily, 4 weekly, and 12 monthly retention
• Disaster recovery: Recovery Point Objective (RPO) target of less than 24 hours and Recovery Time Objective (RTO) target of less than 4 hours. These are operational objectives that the Provider strives to meet. They are not subject to the service credit mechanism in Section 4.
• Security: HTTPS/TLS encryption in transit, AES-256-GCM encryption at rest for sensitive data, bcrypt password hashing, role-based access control

7. Monitoring & Incident Communication

The Provider continuously monitors the Service using automated health checks and alerting systems. In the event of a service disruption:

• The Provider will investigate and begin remediation promptly upon detection
• Affected Customers will be notified via email with an estimated time of resolution
• A post-incident summary will be provided for Critical (Severity 1) incidents upon request

8. Escalation Procedure

If a support request is not resolved within the response times specified in Section 3, or if the Customer is dissatisfied with the initial response, the following escalation path applies:

• Initial contact: Email support@bakewind.com with a description of the issue and its severity. The request will be acknowledged within the response time for your plan and severity level.
• Escalation: If unresolved after two response-time cycles, or if you are dissatisfied with the response, reply with "ESCALATE" in the subject line. As a founder-led company, all escalations receive direct attention from the service owner, ensuring senior-level engagement from the outset.
• Critical issue fast-track: For Critical (Severity 1) issues, the Customer may contact the service owner directly at hello@bakewind.com at any time. Best-effort response is provided outside business hours for Critical issues.

If the Provider fails to meet the support response times in Section 3 for Critical or High severity issues on three or more occasions within a calendar quarter, the Customer is entitled to a service credit of 5% of the quarterly subscription fee, in addition to any uptime credits under Section 4.

9. Changes to This SLA

The Provider may update this SLA from time to time. Material changes (such as reductions in uptime commitments or support response times) will be communicated to Customers at least 30 days before taking effect. If you do not agree with the proposed changes, you may terminate your subscription before the changes take effect, in accordance with the Terms of Service. Existing subscription terms are honoured until the end of the current billing period.

10. Contact

For support requests, SLA inquiries, or service credit claims, contact us at: