Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") describes the uptime commitments CompactHive makes to its customers. It applies to all paid subscription tiers and defines how uptime is measured, what happens when targets are not met, and what is excluded.

This SLA is part of the Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service.

2. Uptime Commitment

Uptime commitments depend on your subscription tier and infrastructure type:

Private Infrastructure is an optional paid add-on that provisions a dedicated VM for your workloads. See the pricing page for details.

3. Downtime Allowance

The following table shows the maximum permitted downtime per month for the Private Infrastructure uptime commitment:

This section applies only to the Private Infrastructure add-on.

4. Definitions

Downtime

A period of five (5) or more consecutive minutes during which your deployed workloads or the CompactHive management portal (app.compacthive.io) are unreachable from the public internet due to a failure within CompactHive's infrastructure.

Intermittent connectivity issues lasting less than five minutes, or degraded performance that does not result in total unavailability, are not counted as downtime.

Monthly Uptime Percentage

Calculated as:

((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Measured per calendar month (UTC). A standard 30-day month has 43,200 minutes.

Measurement

Uptime is measured using our internal monitoring infrastructure (Uptime Kuma, Prometheus, and health check automation). In case of dispute, we will provide monitoring logs for the period in question.

5. Service Credits

Service credits apply only to the Private Infrastructure add-on. Shared infrastructure is provided on a best-effort basis without SLA credits.

If we fail to meet the 99.5% uptime commitment for your Private Infrastructure in a given calendar month, you are eligible for a service credit applied to your next invoice:

Credits are capped at 50% of your monthly subscription fee for the affected month. Credits are not refundable as cash and cannot be transferred to other accounts.

6. Credit Request Process

1. Email [email protected] within 30 days of the end of the affected month.
2. Include your tenant name, the date(s) and approximate times of the downtime, and a brief description of the impact.
3. We will verify the claim against our monitoring data and respond within 10 business days.
4. If the claim is valid, the credit will be applied to your next invoice.

7. Exclusions

The following are not counted as downtime for SLA purposes:

• Scheduled maintenance — communicated at least 48 hours in advance via email. We will make reasonable efforts to schedule maintenance during low-traffic hours (00:00–06:00 CET).
• Emergency maintenance — urgent security patches or critical fixes that cannot wait for the standard notice period. We will notify you as soon as reasonably possible.
• Force majeure — events beyond our reasonable control, including natural disasters, war, government actions, pandemic, or widespread internet outages.
• Upstream provider outages — failures in upstream infrastructure providers that are outside our control. We will work to mitigate the impact and restore service as quickly as possible.
• Customer-caused issues — downtime resulting from your actions, including misconfigured deployments, resource exhaustion within your quota, or changes to your DNS settings.
• Free trial — the 14-day Basic trial is not covered by this SLA. SLA coverage begins when you subscribe to a paid plan.
• Alpha/beta services — any services explicitly marked as alpha, beta, or experimental are excluded from SLA coverage.

8. Our Obligations

• Monitor platform health continuously using automated checks and alerting.
• Target response within 4 business hours for critical incidents during business hours (Monday–Friday 09:00–18:00 CET). Best-effort response outside business hours.
• Provide incident updates during ongoing outages, and publish a post-incident summary for any downtime event exceeding 30 minutes.
• Publish platform status at status.compacthive.io.
• Maintain offsite backups of all platform and customer data, with recovery targets documented in our Terms of Service.

9. Changes to This SLA

We may update this SLA from time to time. Changes that reduce uptime commitments or increase exclusions will be communicated via email at least 30 days before they take effect. Changes that improve commitments take effect immediately.