1. Scope
This SLA covers the services we run ourselves: the builtbyotte.com website and store, your customer dashboard and downloads, the documentation, and our support channels. Third-party services, such as Stripe, Cloudflare, Discord, BuiltByBit, sourceXchange, your hosting provider and your own servers, fall outside it.
2. Availability target
We aim for 99.5% monthly uptime of the website, dashboard and downloads, measured per calendar month (UTC). Announced maintenance and force majeure are excluded.
3. Support hours and channels
Support is available on Discord and by e-mail at contact@builtbyotte.com, Monday to Friday, 09:00–18:00 CET/CEST. Outside those hours we help on a best-effort basis.
4. Response targets
- P1 Critical: you can't download or use a purchased resource at all. First response within 4 business hours.
- P2 High: a major problem with a limited workaround. First response within 12 business hours.
- P3 Normal: a partial problem with a workaround. First response within 1 business day.
- P4 Low: questions, small bugs and feature requests. First response within 2 business days.
These are times to a first reply, not to a solution.
5. Maintenance
We may carry out maintenance, updates or urgent security work. Planned maintenance is announced in advance where possible.
6. What we need from you
Include your order reference, the versions you run, logs and the steps to reproduce the problem. Use supported software versions and keep your own backups.
7. Exclusions
The SLA doesn't cover problems caused by third-party services, your own configuration or custom code, unsupported modifications to our resources, or compromised credentials or servers on your side.
8. Compensation
No automatic service credits apply. After a prolonged disruption we may offer reasonable compensation at our discretion. This never limits your rights under the Terms of Service or consumer law.
9. Changes and contact
The current version is always at builtbyotte.com/sla. Questions about this SLA: contact@builtbyotte.com.