Service Level Agreement (SLA)
Last updated: February 2025
This Service Level Agreement ("SLA") describes the uptime commitment and support levels for BundleNudge. This SLA is part of your agreement with BundleNudge AB and applies to paid subscription plans.
1. Service Availability
1.1 Uptime Commitment
| Plan | Monthly Uptime Commitment |
|---|---|
| Free | No SLA (best effort) |
| Pro | 99.5% |
| Team | 99.9% |
| Enterprise | 99.95% (custom) |
1.2 What "Uptime" Means
Uptime is calculated as:
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100
Downtime means the BundleNudge API or update delivery service is unavailable for more than 5 consecutive minutes.
1.3 Exclusions
The following are not counted as Downtime:
- Scheduled maintenance (with 48 hours notice)
- Emergency maintenance (security patches, critical fixes)
- Issues caused by your code, configuration, or integrations
- Third-party service outages beyond our control
- Force majeure events
- Features in beta or preview
- Free tier usage
- Abuse or violation of Terms of Service
2. Service Components
2.1 Covered Services
This SLA covers:
| Service | Description |
|---|---|
| API | bundlenudge.com/api endpoints |
| Dashboard | app.bundlenudge.com web interface |
| Update Delivery | OTA update downloads to end-user devices |
| Build Service | JavaScript bundle compilation |
2.2 Service Levels by Component
| Component | Pro SLA | Team SLA |
|---|---|---|
| Update Delivery | 99.9% | 99.95% |
| API | 99.5% | 99.9% |
| Dashboard | 99.0% | 99.5% |
| Build Service | 99.0% | 99.5% |
Note: Update delivery has a higher SLA because it's critical for your end users.
3. Service Credits
3.1 Credit Calculation
If we fail to meet the uptime commitment, you're eligible for Service Credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.5% (Pro) / 99.5% - 99.9% (Team) | 10% of monthly fee |
| 95.0% - 99.0% (Pro) / 95.0% - 99.5% (Team) | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
3.2 Credit Limits
- Maximum credit per month: 50% of monthly subscription fee
- Credits are applied to future invoices (not cash refunds)
- Credits must be requested within 30 days of the incident
3.3 How to Request Credits
- Email sla@bundlenudge.com within 30 days of the incident
- Include your account email and the dates/times of downtime
- We will verify the claim against our monitoring data
- Approved credits are applied to your next invoice
4. Support Levels
4.1 Support Channels
| Plan | Channels |
|---|---|
| Free | Documentation, Community |
| Pro | Email, Documentation |
| Team | Email (Priority), Documentation |
| Enterprise | Dedicated Support, Phone, Slack |
4.2 Response Times
| Priority | Description | Pro | Team | Enterprise |
|---|---|---|---|---|
| P1 - Critical | Service completely unavailable | 4 hours | 1 hour | 30 minutes |
| P2 - High | Major feature impacted | 8 hours | 4 hours | 2 hours |
| P3 - Medium | Feature degraded | 24 hours | 8 hours | 4 hours |
| P4 - Low | Questions, minor issues | 48 hours | 24 hours | 8 hours |
Response time = time to first meaningful response (not resolution).
4.3 Support Hours
- Email Support: Monday - Friday, 9:00 - 18:00 CET
- Enterprise Support: 24/7 for P1 issues
- Holidays: Swedish public holidays may affect response times
4.4 Priority Definitions
| Priority | Criteria |
|---|---|
| P1 - Critical | Production down, no workaround, affects all users |
| P2 - High | Major feature unavailable, significant impact |
| P3 - Medium | Feature partially working, workaround available |
| P4 - Low | Minor issue, documentation question, feature request |
5. Scheduled Maintenance
5.1 Maintenance Windows
- Preferred Window: Sundays 02:00 - 06:00 CET
- Notice Period: 48 hours minimum for standard maintenance
- Emergency Maintenance: May occur without notice for critical security issues
5.2 Notification
Maintenance notifications are sent to:
- Account owner email
- Team admin emails (Team and Enterprise plans)
- Status page: status.bundlenudge.com
6. Incident Communication
6.1 Status Page
Real-time status is available at: status.bundlenudge.com
You can subscribe to updates via:
- RSS
- Webhook (Team and Enterprise)
6.2 Incident Updates
During incidents, we provide:
| Update Type | Timing |
|---|---|
| Initial acknowledgment | Within 15 minutes |
| Progress updates | Every 30 minutes |
| Resolution notification | Upon resolution |
| Post-incident report | Within 5 business days (P1/P2) |
6.3 Post-Incident Reports
For P1 and P2 incidents, we provide a report including:
- Timeline of events
- Root cause analysis
- Impact assessment
- Remediation steps
- Preventive measures
7. Performance Targets
7.1 API Performance
| Metric | Target |
|---|---|
| API Response Time (p95) | < 200ms |
| API Response Time (p99) | < 500ms |
7.2 Update Delivery
| Metric | Target |
|---|---|
| Update Download Start | < 2 seconds (p95) |
| Global Edge Availability | 99.9% |
7.3 Build Service
| Metric | Target |
|---|---|
| Build Queue Time (Pro) | < 5 minutes (p95) |
| Build Queue Time (Team/Priority) | < 1 minute (p95) |
| Build Execution | Depends on bundle size |
8. Customer Responsibilities
To benefit from this SLA, you must:
- Keep contact information current
- Respond to our requests for information during incidents
- Implement reasonable retry logic in your applications
- Not exceed documented rate limits
- Report issues promptly through proper channels
9. SLA Exclusions
This SLA does not apply to:
- Free tier accounts
- Accounts with overdue invoices
- Beta features or preview releases
- Issues caused by your code or configuration
- Third-party integrations
- Exceeding usage limits
- Violation of Terms of Service
10. Changes to This SLA
We may update this SLA with 30 days' notice. Changes that reduce our commitment will not apply to current billing periods.
11. Contact
- SLA Credits: sla@bundlenudge.com
- Support: support@bundlenudge.com
- Status Page: status.bundlenudge.com