Service Level Agreement – BakeBoost
This SLA governs our relationship with the users of our software/application.
Monthly Uptime Guarantee
BakeBoost guarantees that its Service will be available 99.9% of the time in a calendar month (“Monthly Uptime Guarantee”), excluding Maintenance and Exclusions (both terms of which are defined below).
The Service Downtime is defined as an inability to access the Service caused by the failure of network equipment managed, owned, leased, or used by BakeBoost to provide the Service, including the failure of managed switches, routers, and cabling but excluding Maintenance and Exclusions.
The Monthly Uptime Guarantee does not include the time required to perform data restores and backups, which occur four (4) times daily, if applicable.
Irrecoverable Data Guarantee
If you attempt to access any of your data but the data is irrecoverable, you must report the same to BakeBoost as soon as possible.
BakeBoost will investigate the cause of the same and will require your assistance during such investigation.
If the result of BakeBoost’s investigation indicates that the cause of such irrecoverable data is due to the fault of the Bakeboost, then BakeBoost will grant a service credit to you up to a maximum of the fee charged to you for the calendar month during which the irrecoverable data event took place.
“Maintenance” means and includes any scheduled maintenance of the cloud data centers used by BakeBoost to provide the Service of which you are notified at least  days in advance.
For the purpose of notifying you, BakeBoost will use the contact email on record. Please ensure that this email is up to date and accessed frequently; and any maintenance of the data centers used by BakeBoost:
(a) is necessary to avoid an immediate threat to the data center or the Service
(b) of which the Customer is notified.
Service Downtime not deemed to be the fault of BakeBoost includes the following:
the actions or omissions of yourself or your employees, agents, representatives, or contractors using the user ID(s) and password(s) issued by BakeBoost to you to access the Service;
the result of Maintenance;
Denial of Service attack, hacker activity, or other malicious event or code targeted against BakeBoost or BakeBoost’s customer;
failure of any hardware, software, network, or Internet infrastructure not owned or managed by BakeBoostor its sub-contractors;
factors outside BakeBoost’s reasonable control.