Service Level Agreement

Last updated: June 18, 2026

This Service Level Agreement (“SLA”) describes the availability and support commitments RetainerBase makes to founding-member customers. This SLA is incorporated into and subject to the Terms of Service.

1. Target Uptime

RetainerBase targets 99.0% monthly uptime for the core application, defined as: login and authentication, dashboard, client portals, and Stripe payment flows.

Uptime % = (Total minutes − Downtime minutes) / Total minutes × 100

Excluded from downtime: scheduled maintenance (announced ≥24 hours in advance); force majeure events; outages caused by third-party infrastructure (Stripe, Supabase, Vercel, or DNS providers); downtime resulting from your own actions or misuse of the Service.

2. Current Service Tier: Best Effort

Founding Member Notice

RetainerBase is an early-stage product. During this period, we provide commercially reasonable efforts to maintain availability. We do not currently offer financial service credits for downtime. In the event of significant or sustained outages, we will communicate transparently and may extend access periods accordingly.

3. Planned Maintenance

Maintenance windows are scheduled during off-peak hours (weekday nights, US Central Time) where possible
We will announce planned maintenance via email at least 24 hours in advance
Emergency security patches may be deployed without advance notice; we will communicate these as soon as practicable

4. Incident Response

CriticalService fully unavailable or payments failingAck: 2 hoursRes: 24 hours

HighCore feature degraded (slow, partial failure)Ack: 4 hoursRes: 72 hours

LowMinor UI or non-critical feature issueAck: 1 business dayRes: Best effort

Response targets are best-effort; they do not constitute a guarantee.

5. Support

Support is available via email:

Contacthello@retainerbase.ai

Response target1 business day

Business hoursMon–Fri, 9am–6pm US Central

Phone supportNot available

6. Data Backups

Supabase performs daily automated backups of the database. Point-in-time recovery is available as a Supabase infrastructure feature. RetainerBase does not currently offer user-initiated on-demand backup exports, though you can export your data by contacting support.

7. Status and Incident Communication

In the event of a service disruption, we will communicate via email to affected users. A public status page may be established in the future. You can always email hello@retainerbase.ai to inquire about ongoing incidents.

8. Disclaimer

This SLA sets forth reasonable efforts and targets. It does not constitute a guarantee of any specific availability level. Uptime targets and response times are commercial commitments, not warranties. Remedies are limited to those described in the Terms of Service. RetainerBase’s total liability remains subject to the limitations set forth in Section 11 of the Terms of Service.