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Service Level Agreement

Version 1.0, last updated July 18, 2026

This Service Level Agreement ("SLA") applies to customers on the Enterprise plan and forms part of the Terms of Service. It sets our commitment for the availability of the core board-serving and admin functions of the service. Customers on other plans receive the service on an "as is" and "as available" basis as described in the Terms.

1. Uptime commitment

We commit to a Monthly Uptime of at least 99.9%for the covered service, measured per calendar month. "Monthly Uptime" is the percentage of minutes in the month during which the covered service is available, excluding the events listed under Exclusions.

2. Exclusions

The commitment does not apply to unavailability caused by:

  • scheduled or announced maintenance windows;
  • outages or degradation of third-party providers we rely on (for example the hosting, database, CDN, authentication, or payment providers listed on our sub-processors page);
  • factors outside our reasonable control (force majeure, network or internet failures, denial-of-service or other attacks and their mitigation);
  • your own configuration, content, integrations, or custom-domain DNS, and use that breaches the Terms;
  • beta, preview, or evaluation features.

3. Service credits

If we miss the commitment in a given month, you may request a service credit against a future invoice, calculated on the affected month's fee for the covered service:

  • Monthly Uptime below 99.9% but at or above 99.0%: 10% credit;
  • below 99.0% but at or above 95.0%: 25% credit;
  • below 95.0%: 50% credit.

Credits are capped at one month's fee for the covered service, are credits toward future service (not refunds), and are your sole and exclusive remedy for any failure to meet this SLA. To claim, email support@easyboard.co within 30 days of the end of the affected month.

4. Support response times

Enterprise support targets the following first-response times during business hours:

  • Critical (the board is down or unusable for its visitors): within 4 business hours;
  • High (major feature impaired, no reasonable workaround): within 1 business day;
  • Normal (questions and minor issues): within 2 business days.

5. Measurement

Availability is measured by our monitoring and reflected on our public status page, which is the reference of record for this SLA.