Service Level Agreement

Last updated: August 20, 2026

This Service Level Agreement (“SLA”) describes uptime, support response times, and incident handling for the BevSync platform operated by BevSync, LLC. It applies to Organizations on a current subscription (Free, Pro, or Enterprise). Legacy Starter organizations receive the Pro uptime target. Free receives best-effort support without paid-plan SLA guarantees. This SLA supplements the Terms of Service. If they conflict, the Terms control.

1. Uptime

Uptime is measured monthly for core application availability (authentication, dashboard, inventory, and reporting).

2. Scheduled maintenance

Scheduled maintenance is typically 2:00–6:00 AM UTC on weekdays, announced at least 48 hours in advance to Organization Owners, excluded from uptime calculations, and limited to 4 hours per window except in exceptional circumstances. Emergency security maintenance may proceed without notice and will be communicated as soon as practicable.

3. Support response

Business hours: Monday–Friday, 9:00 AM–6:00 PM ET, excluding US federal holidays. Enterprise extended hours: Monday–Saturday, 8:00 AM–10:00 PM ET. Support: support@bevsync.net.

4. Incident severity

• P1 Critical — service unavailable or confirmed security breach. Target resolution: 4 hours.
• P2 High — major feature down, no workaround. Target: 8 hours.
• P3 Medium — degraded with a workaround. Target: 2 business days.
• P4 Low — minor or cosmetic. Best effort.

5. Service credits (paid plans)

If monthly uptime for Pro or Enterprise falls below 99.9%, credits apply to future fees (not cash): 10% for 99.0%–99.9%, 25% for 95.0%–99.0%, 50% below 95.0%. Request within 30 days of month-end at support@bevsync.net. Maximum credit per month is 50% of that month's fee.

6. Exclusions

This SLA does not cover issues caused by the customer, third-party POS or network failures, force majeure, beta features, or Free-plan usage.

7. Contact