Our Commitment to Reliability
This document covers CMS, CRM, REST API, and CORE services. Valid for all Pro tier customers from the date of subscription.
Effective Date: July 8, 2025
Key Metrics Defined
To ensure transparency and clear understanding of our commitments, we define the following key metrics.
Availability
Percentage of time services are available per month (Monthly Uptime Percentage)
Data Durability
Probability of never losing data (currently offering 11 9's = 99.999999999% annually)
RTO
Recovery Time Objective - Maximum time to restore service after an outage
RPO
Recovery Point Objective - Maximum data loss (in time) when restoring from backup
Incident
Unplanned event leading to service degradation or outage
Scheduled Maintenance
Planned maintenance (announced at least 48 hours in advance)
Availability Calculation
We use a standardized formula to ensure fair and transparent measurement of our service performance.
Uptime Formula
Uptime % = Uptime / (Total minutes - Excused Downtime) x 100Measurement Methods
Service Level Commitment
BizKitHub will provide a Monthly Uptime Percentage of 99.90% for all customers (Service Level Objective).
Our Actual Goal
While we guarantee 99.90% availability, our true goal is to achieve 99.99% uptime. We continuously invest in infrastructure and processes to exceed customer expectations.
Service Credits
If we fail to meet our availability commitments, we automatically apply credits to your next invoice.
Automatic Application
Credits are applied automatically without customer request. The discount will be applied to the invoice following the month in which the SLA was not met.
Data Retention & Protection
Advanced data deletion rules and durability policies ensure maximum protection of your information.
Accidental Deletion Protection
When attempting to delete any data, we always keep a complete copy for up to 7 days.
- Human error protection
- Attack mitigation
- Fast data recovery
Insider Threat Protection
This approach also protects against internal damage where a malicious employee could attempt to delete production data. Multi-layer access controls prevent unauthorized bulk deletions.
Offline Backups
Production data is backed up to a separate, undisclosed storage location for disaster recovery.
- S3 Compatible Storage
- Separate data center
- End-to-end encryption
Incident Categories
When you report an issue, we categorize it into 4 priority levels to determine response and support type.
Important Notice
We reserve the right to determine incident type and priority, and to change our decision at any time. We may also use artificial intelligence for priority classification.
Response Times
Our commitments for response times across different incident types.
Escalation Process
In case of escalation, the incident is forwarded to the internal incident manager and then to the CTO.
Monitoring & Transparency
Track the real-time status of all services and access historical performance data.
Real-time Status
Monitor the current status of all services in real-time on our status pages.
Historical Data
- Monthly availability reports
- Detailed incident analyses
- Service performance trends
- Post-mortem reports
Questions About Our SLA?
If you have any questions about our SLA commitments or need clarification on specific terms, our team is ready to help.