Service Level Agreement
Effective Date: November 2, 2025
Availability: Enterprise Plans Only
Enterprise Customers
This Service Level Agreement applies to Enterprise plan customers. For detailed SLA terms or to discuss custom SLA requirements, please contact [email protected]
Uptime Commitment
99.9%
Monthly Uptime Guarantee (Enterprise)
Maximum 43.2 minutes of downtime per month
What Counts as Downtime
Downtime Includes:
- API returns 5xx errors for >50% of requests
- API response time exceeds 10 seconds for >50% of requests
- Dashboard completely unavailable
- Critical functionality non-operational
Downtime Excludes:
- Scheduled maintenance (48-hour notice)
- Issues caused by your infrastructure
- Force majeure events
- Third-party service failures
- Beta or experimental features
Support Response Times
| Priority | Description | First Response |
|---|---|---|
| P1 - Critical | Service down, billing failures | 1 hour |
| P2 - High | Major feature unavailable | 4 hours |
| P3 - Medium | Minor feature issue | 1 business day |
| P4 - Low | General questions | 2 business days |
Business Hours: Monday-Friday, 9 AM - 5 PM Pacific Time. P1/P2 support available 24/7 for Enterprise.
Service Credits
If we fail to meet our uptime commitment, you are eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% but ≥ 99.5% | 10% of monthly fee |
| < 99.5% but ≥ 99.0% | 25% of monthly fee |
| < 99.0% | 50% of monthly fee |
To request a credit, email [email protected] within 30 days of the incident.
Scheduled Maintenance
We perform routine maintenance during low-traffic periods:
- Standard Window: Tuesdays 2:00 AM - 4:00 AM UTC
- Notification: 48-hour advance notice via email
- Frequency: Maximum 4 hours per month
Scheduled maintenance does not count against uptime.
Status & Monitoring
Real-time service status available at: status.bearbilling.com
Subscribe to status updates via email, SMS (Enterprise), or webhook notifications.
Custom SLA Requirements
Need higher uptime guarantees or custom terms? We can provide:
- ✓ 99.95% or 99.99% uptime commitments
- ✓ Custom support response times
- ✓ Dedicated technical account manager
- ✓ Isolated infrastructure
Contact [email protected] to discuss your requirements.
Contact
SLA Inquiries: [email protected]
Support: [email protected]