Service Level Agreement (SLA)

Last updated: March 25, 2026

1. Overview

This Service Level Agreement (SLA) describes the service level commitments for the Bungaflow platform, operated by Redor AS, org. no. 916 505 310, Oslo, Norway. It applies to all paying customers on the Plus plan and organization plan.

This SLA supplements the Terms of Use and does not replace them. In case of conflict, the Terms of Use take precedence.

2. Service availability

Target: 99.5% uptime per calendar month
Measured as:(total minutes − downtime minutes) / total minutes × 100
Monitoring: Automated health checks with alerting
Scope: Availability applies to the core platform at www.bungaflow.com

3. Scheduled maintenance

Bungaflow may perform scheduled maintenance with a minimum of 24 hours' notice via email. Maintenance windows are preferably scheduled outside peak hours (22:00–06:00 CET).

Scheduled maintenance is excluded from uptime calculations.

4. Exclusions

The following are excluded from uptime calculations:

Scheduled maintenance (with prior notice)
Force majeure (natural disasters, government actions, internet backbone failures)
Third-party service outages (Supabase, Stripe, Vercel, etc.)
Issues caused by the customer's own equipment or network
DNS propagation delays

5. Incident severity levels

Level	Description	Example	Target response
Critical (S1)	Service completely unavailable	Full platform outage	1 hour
Major (S2)	Core functionality degraded	Bookings not saving, login issues	4 hours
Minor (S3)	Non-critical feature affected	Export delays, notification delays	24 hours
Low (S4)	Cosmetic or minor issue	UI glitch, typo	5 business days

6. Communication during incidents

Status updates will be posted to status.bungaflow.com (planned)
Critical incidents: email notification to affected customers
Post-incident report within 5 business days for S1/S2 incidents

7. Support

Support channel: support@bungaflow.com
In-app feedback form
Response time targets: S1/S2 within 4 hours on business days, S3/S4 within 2 business days
Support language: Norwegian and English

8. Data backup and recovery

Database backups: automated daily backups with 30-day retention (Supabase)
Point-in-time recovery available
Customer self-service: data export via Settings (ZIP file)

9. Changes to this SLA

Bungaflow may update this SLA with 30 days' notice. Continued use of the service after the notice period constitutes acceptance of the updated terms.

Material reductions in service levels give the customer the right to terminate their subscription.

10. Contact

Questions about this SLA can be directed to support@bungaflow.com.