Service Level Agreement
Last updated: March 2026
1. Overview
This Service Level Agreement ("SLA") describes the uptime commitments, support response times, and incident handling procedures for the BevSync platform. It applies to Organizations on paid subscription plans (Starter, Professional, and Enterprise). Free plan users receive best-effort support without SLA guarantees.
This SLA supplements the Terms of Service. In the event of a conflict, the Terms of Service take precedence.
2. Uptime Commitment
| Plan | Uptime Target | Max Downtime / Month |
|---|---|---|
| Free | Best effort | No guarantee |
| Starter | 99.5% | ~3.6 hours |
| Professional | 99.9% | ~43 minutes |
| Enterprise | 99.9% | ~43 minutes |
Uptime is measured monthly as the percentage of total minutes in the calendar month during which the core BevSync application (authentication, dashboard, inventory, and reporting) is available and responsive.
3. Scheduled Maintenance
BevSync may perform scheduled maintenance that temporarily affects availability. Scheduled maintenance:
- Will be performed during low-traffic hours (typically 2:00–6:00 AM UTC on weekdays)
- Will be announced at least 48 hours in advance via email to Organization Owners
- Is excluded from uptime calculations
- Will not exceed 4 hours per maintenance window except in exceptional circumstances
Emergency maintenance required to address security vulnerabilities or critical issues may be performed without advance notice but will be communicated as soon as practicable.
4. Support Response Times
| Plan | Channel | Initial Response | Hours |
|---|---|---|---|
| Free | Best effort | Business hours | |
| Starter | Within 24 hours | Business hours | |
| Professional | Within 8 hours | Business hours | |
| Enterprise | Email + Dedicated | Within 4 hours | Extended hours |
Business hours are Monday–Friday, 9:00 AM–6:00 PM Eastern Time (ET), excluding US federal holidays. Enterprise extended hours cover Monday–Saturday, 8:00 AM– 10:00 PM ET.
All support requests should be sent to support@bevsync.net.
5. Incident Severity Definitions
| Severity | Definition | Target Resolution |
|---|---|---|
| Critical (P1) | Service is completely unavailable or a security breach is confirmed. All users affected. | 4 hours |
| High (P2) | Major feature is non-functional (e.g., inventory counts, POS sync, reporting). No workaround available. Multiple users affected. | 8 hours |
| Medium (P3) | Feature is degraded but a workaround exists. Limited user impact. | 2 business days |
| Low (P4) | Minor issue, cosmetic defect, or feature request. No business impact. | Best effort |
Severity is determined by BevSync based on the scope and impact of the incident. Enterprise customers may request severity escalation through their dedicated support channel.
6. Status & Incident Communication
During incidents, BevSync will communicate status updates via:
- Email notifications to affected Organization Owners for P1 and P2 incidents
- Updates at regular intervals until the incident is resolved
- A post-incident summary for P1 incidents, including root cause analysis and preventive measures, provided within 5 business days
7. Exclusions
The following are excluded from uptime calculations and SLA commitments:
- Scheduled maintenance — pre-announced maintenance windows (see Section 3)
- Force majeure — natural disasters, acts of government, internet backbone failures, pandemics, or other events beyond BevSync's reasonable control
- Third-party POS outages — unavailability of Toast, Square, Clover, or other POS providers that prevents data synchronization. BevSync is not responsible for third-party service availability.
- Infrastructure provider outages — outages at Supabase, Netlify, or Resend that are outside BevSync's control. BevSync will work with providers to restore service as quickly as possible.
- User-caused issues — downtime resulting from the Controller's actions, such as exceeding API rate limits, misconfigured integrations, or browser-side issues
- Beta or preview features — features explicitly labeled as beta, preview, or experimental
8. Remedies
If BevSync fails to meet the uptime commitment for a given month (excluding exclusions in Section 7), affected paid-plan customers may request a service credit:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0%–99.9% (Starter) / below target | 10% of monthly subscription fee |
| 95.0%–99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
Service credits must be requested within 30 days of the end of the affected month by emailing support@bevsync.net. Credits are applied to future subscription fees and are not redeemable for cash. Maximum credit per month is 50% of that month's subscription fee.
9. Changes to This SLA
BevSync may update this SLA from time to time. Material changes (such as reducing uptime commitments or support response times) will be communicated via email with at least 30 days' advance notice. Changes that improve SLA commitments may take effect immediately.
10. Contact
Questions about this SLA? Contact us at support@bevsync.net.