Beebole Service Level Agreement

Beebole s.r.l., Brussels, Belgium. Governing law: Belgium. This SLA forms part of and is incorporated into the Beebole Terms of Service (ToS §10, Availability and Service Credits).

#1. Scope

This SLA describes the availability commitment, service credits, recovery objectives, and incident-communication practices for the Beebole time-tracking and planning Services provided by Beebole s.r.l. (“Beebole”) to its business customers (“Customer”). It applies to paid production subscriptions and does not apply to trial subscriptions (ToS §2.8).

#2. Uptime Commitment

Beebole commits to making the Services available 99.9% of each calendar month (“Monthly Uptime Percentage”). This is a binding commitment, not a target subject to a best-efforts qualification.

Monthly Uptime Percentage is calculated as:

( (Total minutes in the calendar month − Excluded minutes) − Downtime minutes ) ÷ (Total minutes in the calendar month − Excluded minutes) × 100

where Downtime means any period during which the Services are not available to the Customer, excluding the periods described in Section 3.

#3. Exclusions

The following periods do not count as Downtime:

• Scheduled maintenance performed in accordance with Section 6, and migration downtime windows performed in accordance with Section 7.

• Unavailability caused by the Customer’s own infrastructure, equipment, network, or software, or by the Customer’s misuse or unauthorized use of the Services.

• Unavailability caused by Third-Party Platforms or systems not under Beebole’s control (ToS §5).

• Force majeure events as described in the Terms of Service, and other factors outside Beebole’s reasonable control.

#4. Service Credits

If the Monthly Uptime Percentage falls below 99.9% in a given calendar month, the Customer is eligible for a service credit calculated as a percentage of the monthly subscription fee for the affected Services for that month:

Service credits are the Customer’s sole and exclusive remedy for any failure to meet the uptime commitment, except for the termination right in Section 5. Credits are applied against future invoices and are not redeemable for cash. Credits do not apply to fees that have already been refunded or waived.

#4.1 How to claim a service credit

To receive a service credit, the Customer must submit a request to legal@beebole.com within 30 days after the end of the calendar month in which the shortfall occurred. The request must include:

• the affected account and the dates and times of the unavailability the Customer experienced;

• any supporting information (e.g., error messages, logs, or the relevant incident reference from the status page).

Beebole will validate the request against its monitoring and status-page records and apply any approved credit to a subsequent invoice. A Customer that does not submit a request within the 30-day window forfeits the credit for that month.

#5. Termination for Persistent or Severe Failure

In addition to service credits, the Customer may terminate the affected Services by written notice to legal@beebole.com if:

• a service credit at the < 95.0% (25%) tier is triggered in any single calendar month; or

• a service credit at any tier is triggered in three (3) or more consecutive calendar months.

Written notice of termination must be given within 30 days after the qualifying event. On such termination, Beebole will refund any prepaid fees for the terminated portion of the subscription term. This right is in addition to, and does not waive, the Customer’s accrued service credits. (See ToS §8 for general termination mechanics and the EU Data Act switching/transition provisions referenced in ./findings.md.)

#6. Scheduled Maintenance

Beebole may perform scheduled maintenance that may make the Services temporarily unavailable, subject to the following:

• Scheduled maintenance will not exceed eight (8) hours per calendar month.

• Beebole will provide at least twenty-four (24) hours’ advance notice of scheduled maintenance, ordinarily via the status page and/or email.

• Beebole endeavors to schedule maintenance during low-usage periods.

Time spent in properly noticed scheduled maintenance does not count as Downtime under Section 2.

#7. Migration-Period Maintenance Windows

During the coexistence and migration period between the legacy (V1) and current (V2) platforms, Beebole may require maintenance windows specific to migrating Customer environments. For these windows:

• Beebole will provide enhanced advance notice of at least seventy-two (72) hours.

• Migration downtime windows are separate from, and do not count against, the eight (8) hours/month scheduled-maintenance allowance in Section 6.

• Migration windows are governed by the Material Service Change addendum, which sets out notice, continuity, rollback, and legacy-data-retention terms. See ./material-service-change.md.

Time spent in properly noticed migration windows does not count as Downtime under Section 2.

#8. Recovery Objectives (RTO / RPO)

For a confirmed Priority 1 (P1) incident — a critical loss of availability affecting a large number of users with no workaround — Beebole targets the following recovery objectives:

• Recovery Time Objective (RTO): 4 hours — the target maximum time to restore the Services following a P1 incident.

• Recovery Point Objective (RPO): 24 hours — the target maximum period of data that could be lost in a disaster-recovery scenario, consistent with Beebole’s daily backup cadence (backups are taken daily).

These objectives are targets that inform Beebole’s recovery procedures; they do not modify the uptime commitment in Section 2 or the service-credit tiers in Section 4.

#9. Status Page and Incident Communication

Beebole maintains a public status page reporting the current operational status of the Services and a history of incidents and scheduled maintenance.

For incidents that materially affect availability, Beebole will communicate as follows:

• Initial notice within 2 hours of confirming a P1 incident, posted to the status page.

• Regular updates during the incident until resolution.

• A post-incident summary for significant P1 incidents.

Incident priorities (P1/P2/P3) follow the definitions in the Beebole Support Policy.

#10. Business Continuity and Disaster Recovery

Beebole maintains business-continuity and disaster-recovery procedures designed to protect the availability and integrity of the Services and Customer Data, including daily backups (backups retained 30 days; logs and audit trails 90 days), recovery testing, and the recovery objectives in Section 8. EU customers’ Customer Data is hosted in the EU and remains in the EU.

These procedures support Beebole’s information-security program, including its ISO 27001 and SOC 2 readiness efforts, which are currently in progress (via Vanta). Beebole is not currently ISO 27001 or SOC 2 certified, and makes no such claim in this SLA.

#11. Changes to this SLA

Beebole may update this SLA from time to time upon reasonable notice. Consistent with ToS §17.6, such updates will not materially decrease Beebole’s obligations during the then-current subscription term. Material changes are additionally governed by the Material Service Change addendum (./material-service-change.md).