Service Level Agreement

Last updated April 14, 2026

1. Uptime Commitment

MyHorseBase aims for high availability on a best-effort basis. We do not currently offer a contractual uptime guarantee. Planned maintenance is excluded.

2. Scheduled Maintenance

• Planned maintenance will be communicated at least 48 hours in advance via email and in-app notification.
• Maintenance windows are scheduled during off-peak hours (typically 02:00–06:00 CET).

3. Incident Response

• We aim to respond to critical issues (service unavailable) as quickly as possible, usually within one business day.
• Non-critical issues are addressed in the next release cycle.

4. Data Backups

• Automated backups are performed by our EU cloud provider.
• Restore requests are handled on a best-effort basis — contact info@myhorsebase.com.

5. Support

• Free: documentation and email support at info@myhorsebase.com.
• Pro and Business: email support at info@myhorsebase.com, with paid plans prioritised. We aim to reply within one business day.

6. Service Credits

We do not currently offer financial service credits. If an outage affects your stable, contact info@myhorsebase.com and we will agree a fair resolution case by case.