Last updated: March 22, 2026
Service Level Agreement
This Service Level Agreement ("SLA") is entered into between ANUBRIS (PRIVATE) LIMITED("Provider") and the customer ("Customer") using the BedShift platform. This SLA defines the service availability commitment, response times, and remedies applicable to the BedShift platform.
1. Uptime Commitment
BedShift commits to maintaining 99.9% monthly uptime for the core platform, measured as the percentage of total minutes in a calendar month during which the service is available and operational. This equates to no more than approximately 43 minutes of unplanned downtime per month.
Uptime is calculated as:
2. Planned Maintenance
Scheduled maintenance windows are necessary for system upgrades, security patches, and infrastructure improvements. Planned maintenance is not counted toward downtime.
- Standard maintenance window:Tuesdays and Thursdays, 2:00 AM – 4:00 AM PKT (UTC+5).
- Advance notice: At least 48 hours prior to any planned maintenance via email notification to account administrators.
- Emergency maintenance:Critical security patches may be applied outside the standard window with a minimum of 4 hours' notice when possible.
3. Response Time Targets
BedShift provides tiered response times based on the severity of the issue:
| Severity | Description | Response Time |
|---|---|---|
| Critical (P1) | Complete service outage or data loss affecting all users | 4 hours |
| High (P2) | Major feature unavailable; no workaround exists | 8 hours |
| Medium (P3) | Feature degraded; workaround available | 24 hours |
| Low (P4) | Minor issue, cosmetic defect, or general inquiry | 48 hours |
Response times are measured from the time of report submission via the designated support channel (email at [email protected] or in-app support). Response time refers to the initial acknowledgement, not full resolution.
4. Service Credits
If BedShift fails to meet the 99.9% uptime commitment in any calendar month, the Customer is entitled to service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription fee |
| 95.0% – 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
- Service credits are applied to the next billing cycle and are not redeemable for cash.
- Credits must be requested within 30 days of the affected month by contacting support.
- Maximum credit in any month shall not exceed 50% of the monthly subscription fee.
- Free plan users are not eligible for service credits.
5. Exclusions
The uptime commitment does not apply to downtime caused by:
- Force majeure: Natural disasters, acts of war, government actions, pandemics, or other events beyond the reasonable control of ANUBRIS (PRIVATE) LIMITED.
- Scheduled maintenance: Downtime during announced maintenance windows as described in Section 2.
- Customer-caused issues:Problems resulting from the Customer's equipment, software, network connectivity, or unauthorized modifications to their account.
- Third-party services: Outages in third-party services such as payment gateways (Safepay), DNS providers, or CDN services.
- Abuse or violations:Service disruption resulting from the Customer's violation of the Acceptable Use Policy or Terms of Service.
- Beta or preview features: Any feature explicitly marked as beta, preview, or experimental.
6. Monitoring
BedShift monitors service availability using Uptime Kuma, an open-source monitoring tool. Monitoring checks are performed at 60-second intervals from multiple geographic locations.
- Real-time status is available at status.bedshift.com.
- Customers may subscribe to status page notifications for real-time incident updates.
- All incidents are logged with timestamps, duration, root cause, and resolution steps.
7. Incident Reporting
In the event of a service disruption, BedShift will:
- Post a status update within 30 minutes of detecting the incident.
- Provide regular updates at least every 60 minutes during active incidents.
- Publish a post-incident report (PIR) within 5 business days of resolution for any P1 or P2 incident.
- The PIR will include root cause analysis, impact assessment, timeline of events, and preventive measures.
8. Data Backup
BedShift performs automated daily backups of all customer data. Backups are retained for 30 days and stored in geographically separate locations. In the event of data loss, BedShift will restore from the most recent available backup at no additional cost.
9. Support Channels
- Email: [email protected] (all plans)
- In-app support: Available within the BedShift dashboard (all plans)
- WhatsApp: Direct support line for Basic and Pro plans
- Dedicated account manager: Available for Pro and Enterprise plans
10. SLA Modifications
ANUBRIS (PRIVATE) LIMITEDreserves the right to modify this SLA with 30 days' prior written notice. Continued use of the Service after modifications take effect constitutes acceptance of the revised SLA. Material changes that negatively impact the Customer will not apply retroactively to existing service credit claims.
11. Contact
For SLA-related inquiries, service credit requests, or incident reports, contact us at [email protected].