Service Level Agreement (SLA)

Last updated: March 2026

1. Scope

This SLA applies to BuiltByOtte-hosted services directly operated by us, including license APIs, documentation availability, and support channels. Third-party platforms (for example BuiltByBit, Discord, Cloudflare, payment providers, hosting providers, and your own infrastructure) are outside this SLA unless explicitly stated.

2. Service Availability Target

We target 99.5% monthly uptime for core hosted services.

  • Uptime window: Monthly (UTC)
  • Planned maintenance: Excluded when announced in advance
  • Force majeure: Excluded

3. Support Hours and Channels

Support is offered through Discord, email, and other channels listed on our website.

  • Business hours: Monday–Friday, 09:00–18:00 CET/CEST
  • Best-effort support outside hours (no guaranteed response)

4. Incident Priority and Response Targets

  • P1 (Critical): Complete service outage or blocking issue. Initial response target: 4 hours.
  • P2 (High): Major degradation, workaround limited. Initial response target: 12 hours.
  • P3 (Normal): Partial issue with workaround available. Initial response target: 1 business day.
  • P4 (Low): Questions, minor bugs, feature requests. Initial response target: 2 business days.

Response targets are for first reply only, not guaranteed resolution time.

5. Maintenance and Changes

We may perform maintenance, updates, or emergency interventions to keep services secure and stable. Where possible, planned maintenance is communicated in advance.

6. Customer Responsibilities

To receive support under this SLA, customers must:

  • Provide accurate technical details, logs, and reproducible steps.
  • Use supported software versions and keep environments reasonably updated.
  • Maintain backups and standard operational safeguards.

7. Exclusions

This SLA does not apply to:

  • Issues caused by third-party services or integrations.
  • Customer-side misconfiguration, custom code, or unauthorized modifications.
  • Security incidents caused by compromised customer credentials or infrastructure.

8. Service Credits

Unless otherwise agreed in writing, no automatic financial penalties or service credits apply. If prolonged disruption occurs, we may offer reasonable compensation at our discretion.

9. Changes to this SLA

We may update this SLA from time to time. The latest version will always be available at https://builtbyotte.com/sla.

10. Contact

For SLA-related questions, contact us at [email protected].