1. Scope

This Service Level Agreement applies to paid subscription plans (Yellow Jacket, Queen, and Diamond). Free-tier ("Free") usage is provided on a best-efforts basis without the commitments below.

Enterprise/Diamond customers may negotiate a custom SLA with different terms as part of their agreement — where a custom SLA exists, it supersedes this document for that customer.

2. Uptime Commitment

We target 99.5% monthly uptime for core Platform functionality (sign-in, challenge browsing, submission, and judging). This is a genuine operating target, not a padded number — we would rather commit to what we can reliably hit than promise a headline uptime figure we can't back up operationally as we scale.

Uptime is measured as the percentage of time the Platform is available, excluding scheduled maintenance (see Section 4) and the exclusions in Section 5.

3. Support Response Times

Support requests are triaged by severity:

• Critical (Platform-wide outage, payment/security incident): initial response within 4 hours, 24/7
• High (significant feature broken, affecting your ability to run an active challenge): initial response within 1 business day
• Normal (general questions, minor bugs, feature requests): initial response within 2 business days

4. Scheduled Maintenance

We will provide at least 48 hours' notice via email and an in-Platform notice before scheduled maintenance likely to cause downtime, except for emergency maintenance required to address a security vulnerability or critical bug, which may occur with less or no notice.

5. Exclusions

The uptime commitment in Section 2 does not cover downtime caused by:

• Scheduled maintenance performed per Section 4
• Factors outside our reasonable control, including outages of our infrastructure providers (currently Supabase, Stripe, or our hosting provider) that we could not have reasonably prevented
• Your own equipment, network, or internet connectivity
• A suspension of your account for a Terms of Service violation

6. Service Credits

If we fail to meet the monthly uptime commitment in Section 2, eligible paid subscribers may request a service credit equal to a prorated portion of that month's subscription fee, scaled to the severity of the shortfall. Submit a request to support@innobee.buzz within 30 days of the month in question, including the dates/times of impact. Service credits are your sole and exclusive remedy for an uptime shortfall under this SLA.

7. Status Updates

Current Platform status and incident history are published at status.innobee.buzz. We post an update within 30 minutes of detecting a significant incident and keep it updated through resolution.

8. Contact

SLA questions or service credit requests: support@innobee.buzz. Enterprise customers with a custom SLA should contact their account representative.