Service Level Agreement
This Service Level Agreement describes the target service availability and support response standards for Bewkd.
Unless otherwise agreed in writing, this page is provided for general information and does not override any signed customer agreement.
Service availability target
Bewkd targets 99.9% monthly uptime for core platform services.
Core platform services include:
- the Bewkd application
- booking page availability
- core account access
- standard booking and scheduling functions
Scheduled maintenance
From time to time, Bewkd may carry out planned maintenance to improve performance, reliability, or security.
Where reasonably possible:
- planned maintenance will be scheduled outside normal peak usage periods
- advance notice will be provided for maintenance expected to cause material disruption
Scheduled maintenance windows are excluded from uptime calculations where applicable.
Emergency maintenance
Bewkd may perform emergency maintenance where necessary to protect security, stability, or data integrity. In these situations, advance notice may not be possible.
Support response targets
Bewkd aims to respond to support requests within the following timeframes during business hours:
- Critical: within 4 business hours
- High: within 1 business day
- Standard: within 2 business days
- Low / general enquiries: within 3 business days
Severity is determined by Bewkd acting reasonably based on business impact.
Severity guidance
Critical
A complete outage or severe issue materially affecting core service availability for multiple users.
High
A major feature is unavailable or significantly impaired, with no practical workaround.
Standard
A functional issue affecting normal use, but with a workaround available.
Low
General questions, cosmetic issues, feature requests, or low-impact problems.
Exclusions
This SLA does not apply to issues caused by:
- customer-side internet or device issues
- third-party service outages outside Bewkd's reasonable control
- customer configuration errors
- misuse of the platform
- force majeure events
- beta, preview, or trial features unless stated otherwise
Service status
Current platform status and incident updates are available at:
https://www.bewkd.com/service-status
Enterprise terms
Enterprise customers may receive different support commitments or service terms where explicitly agreed in writing.
Contact
For support or service questions, contact: