Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes the levels of service you can expect from DeployBase. It applies to all paid hosting services and is part of your agreement with us.

We are committed to running this platform carefully and to being straight with you about what it does and does not guarantee. This document describes how we handle availability, maintenance and support.

2. Availability

We do not offer an uptime guarantee, and we do not operate a service-credit scheme. All hosting runs on a single server in Helsinki, Finland, with no second region and no automatic failover, so a single reboot or hardware fault takes sites offline until it is resolved.

What we do instead: availability is measured by external checks independent of that server, and we will tell you what actually happened during an incident rather than quoting a percentage at you.

"Availability" here means your hosting account is reachable over HTTP/HTTPS, excluding scheduled maintenance and circumstances beyond our control.

3. Exclusions

Availability reporting excludes time lost to:

• Scheduled maintenance (announced at least 24 hours in advance)
• Emergency maintenance required for security or stability
• Issues caused by your code, configuration, or third-party services
• DNS propagation delays
• Domain expiration or transfer issues
• Force majeure events (natural disasters, war, etc.)
• Issues with third-party networks or internet providers
• Suspension of your account due to Terms of Service violations
• Exceeding plan resource limits

4. Maintenance Windows

Scheduled maintenance is typically performed during:

• Tuesdays and Thursdays, 2:00 AM - 6:00 AM UTC
• Weekends for major updates (with 72-hour notice)

We will notify you of scheduled maintenance via email and our status page at least 24 hours in advance.

5. Support Response Times

Support is provided by email at support@deploybase.io. We aim to send an initial reply within one business day. We do not currently operate a 24/7 on-call rota, and we do not offer per-priority response or resolution guarantees.

6. Data Protection

We implement the following data protection measures:

• Scheduled automated backups; the 3 most recent snapshots are retained
• RAID storage for data redundancy
• Encrypted data at rest and in transit
• 24/7 security monitoring