This Service Level Agreement ("SLA") is entered into by [HOLDCO NAME] (operating as Buuk) and is incorporated into the Buuk Terms of Use. Capitalised terms not defined here have the meanings given in the Terms of Use.
1. Service Commitment
[HOLDCO NAME]will use commercially reasonable efforts to make the Buuk platform available with a monthly uptime of at least 99% (the "Uptime Commitment").
Availability is calculated as:
((Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month) × 100
Downtime means a period of 10 or more consecutive minutes during which the Buuk platform is unavailable to Subscribers, excluding Scheduled Maintenance and the Exclusions listed in Section 4.
2. Service Credits
If Buuk fails to meet the Uptime Commitment in a given calendar month, eligible Subscribers may claim a service credit:
- Below 99% but above 95% — credit of 25% of the monthly fee for that month;
- Below 95% — credit of 50% of the monthly fee for that month.
Claim Process
To claim a credit, email hello@buuk.app within 30 days of the end of the affected month. Your claim must include the dates and times of the outage and a description of the impact on your use of the service. We will review all claims and respond within 10 business days.
Sole Remedy
Service credits are the sole and exclusive remedy for any failure to meet the Uptime Commitment. Credits are applied to future invoices and have no cash value.
3. Scheduled Maintenance
We perform scheduled maintenance during the lowest-usage periods, typically overnight Pacific Time. Where feasible, we will provide at least 48 hours' advance notice via email or in-app notification. Scheduled Maintenance does not count toward Downtime.
4. Exclusions
The Uptime Commitment does not apply to, and Downtime does not include, unavailability resulting from:
- Service interruptions lasting fewer than 10 consecutive minutes;
- Scheduled Maintenance as described in Section 3;
- Factors outside [HOLDCO NAME]'s reasonable control, including internet outages, acts of God, force majeure events, or third-party infrastructure failures (including failures of Supabase, Vercel, or Stripe);
- Actions or omissions of the Subscriber, Practitioners, or Customers, including misuse of the platform or exceeding usage limits;
- Failure to meet minimum supported browser or device requirements;
- Beta or preview features that are explicitly designated as such.
5. Support
Support is available by email at hello@buuk.app. We will use commercially reasonable efforts to respond to support requests within 2 business days. Issues related to platform availability are prioritised and addressed as quickly as practicable.
6. Changes to This SLA
We will provide at least 30 days' email notice before making material changes to this SLA. Your continued use of the service after the notice period constitutes acceptance of the updated SLA.
7. Governing Terms
This SLA is incorporated into and forms part of the Buuk Terms of Use. In the event of any conflict between this SLA and the Terms of Use, the Terms of Use will prevail except with respect to the specific service credit remedies set out in Section 2 of this SLA.