Service Level Agreement

Last updated April 14, 2026

1. Uptime Commitment

MyHorseBase targets 99.9% uptime availability measured on a monthly basis, excluding scheduled maintenance windows.

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

• **Critical (service down):** Response within 1 hour, resolution target within 4 hours.
• **Major (feature unavailable):** Response within 4 hours, resolution target within 24 hours.
• **Minor (cosmetic/non-blocking):** Response within 24 hours, resolution in next release cycle.

4. Data Backups

• Automated daily backups with 30-day retention.
• Point-in-time recovery available for paid plans.

5. Support

• **Starter (free):** Community support and documentation.
• **Pro:** Email support with 24-hour response time.
• **Business:** Priority email support with 4-hour response time.

6. Service Credits

If monthly uptime falls below 99.9%, paid subscribers may request a service credit proportional to the downtime experienced. Contact info@myhorsebase.com with the details.