1. Agreement Overview

This Service Level Agreement ("SLA") is between Starbox Group GmbH ("Starbox", "we", "us") and you ("Customer"), and describes the service levels we commit to for the Vaultbrix database-as-a-service platform.

This SLA applies to paid subscription plans (Starter, Pro, Business, Enterprise). Free tier accounts are provided on a best-effort basis without SLA guarantees.

2. Service Availability Commitment

99.5% Monthly Uptime Guarantee

We commit to 99.5% availability for Core Services during each calendar month, measured over all customers.

2.1 Core Services Covered

Database API (PostgREST): REST API access to your PostgreSQL database
Authentication (GoTrue): User authentication and session management
Realtime: WebSocket-based real-time subscriptions
Storage: S3-compatible object storage API
Edge Functions: Deno-based serverless function execution
AI Context Engine (MCP): Schema introspection and AI tool integration

2.2 Uptime Calculation

Monthly Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

Downtime is defined as a period of 5 or more consecutive minutes where the Core Services are unavailable or return error rates exceeding 10% of requests.

3. Exclusions

The following are NOT counted as Downtime:

Scheduled Maintenance: Announced at least 48 hours in advance via email and status page
Emergency Maintenance: Critical security patches or infrastructure failures requiring immediate action
Customer Actions: Issues caused by your code, configuration, or excessive resource usage
Third-Party Failures: DNS, upstream internet connectivity, or third-party service outages
Force Majeure: Natural disasters, war, government actions, or other events beyond reasonable control
Free Tier Usage: No SLA guarantees for free tier accounts

4. Service Credits

If we fail to meet the 99.5% uptime commitment, eligible customers may request service credits.

4.1 Credit Schedule

Monthly Uptime	Service Credit
99.0% - 99.5%	10% of monthly fee
95.0% - 99.0%	25% of monthly fee
90.0% - 95.0%	50% of monthly fee
Below 90.0%	100% of monthly fee

4.2 Credit Request Process

Submit a credit request to support@starbox-group.com within 30 days of the incident
Include your account ID, affected project(s), and dates/times of the outage
We will verify the claim against our monitoring data within 5 business days
Approved credits will be applied to your next invoice

4.3 Credit Limitations

Maximum credit per month: 100% of that month's fees
Credits are non-transferable and have no cash value
Credits cannot be used for overages or one-time fees
Credits expire 12 months after issuance

5. Support Response Times

Plan	Critical (P1)	High (P2)	Normal (P3)
Free	Best effort	Best effort	Best effort
Starter	24 hours	48 hours	5 business days
Pro	8 hours	24 hours	3 business days
Business	4 hours	8 hours	24 hours
Enterprise	1 hour	4 hours	8 hours

5.1 Priority Definitions

P1 (Critical): Production system down, no workaround available
P2 (High): Major feature unavailable, significant business impact
P3 (Normal): Minor issues, questions, feature requests

5.2 Support Channels

Free/Starter: Email (support@starbox-group.com), Community Discord
Pro: Priority email, Community Discord
Business: Priority email, Phone support, Dedicated Slack channel
Enterprise: All channels + Named account manager, On-call escalation

6. Maintenance Windows

6.1 Scheduled Maintenance

Standard Maintenance Window

Tuesdays and Thursdays, 02:00 - 06:00 CET (Central European Time)

Announced at least 48 hours in advance
Posted on status.vaultbrix.com and via email
Typically less than 30 minutes of actual downtime
Zero-downtime deployments used whenever possible

6.2 Emergency Maintenance

Emergency maintenance may be performed without advance notice for:

Critical security vulnerabilities
Infrastructure failures requiring immediate action
Regulatory compliance requirements

We will notify affected customers as soon as possible and provide post-incident reports within 48 hours.

7. Disaster Recovery

7.1 Recovery Objectives

Metric	Target	Description
RPO	1 hour	Maximum data loss (Recovery Point Objective)
RTO	4 hours	Maximum recovery time (Recovery Time Objective)

7.2 Backup Schedule

Continuous: Write-ahead log (WAL) streaming for point-in-time recovery
Daily: Full database snapshots at 03:00 CET
Weekly: Off-site backup replication to secondary Swiss data center

7.3 PITR Retention by Plan

Free: Daily backups, 7-day retention
Starter: PITR, 7-day retention
Pro: PITR, 14-day retention
Business: PITR, 30-day retention
Enterprise: PITR, 90-day retention (customizable)

8. Infrastructure

Swiss Data Residency

All infrastructure is hosted exclusively in Switzerland at Infomaniak's Geneva data center (CH-GVA-2).

8.1 Data Center Specifications

Location: Geneva, Switzerland
Tier: Tier III+ equivalent
Power: Redundant power feeds, diesel generators, UPS
Cooling: N+1 cooling redundancy
Network: Multiple upstream providers, DDoS protection
Security: 24/7 on-site security, biometric access, CCTV
Certifications: ISO 27001, ISO 14001, 100% renewable energy

9. Monitoring and Status

Real-time service status is available at status.vaultbrix.com, including:

Current service status for all components
Incident history and post-mortems
Scheduled maintenance announcements
Uptime statistics (30/90/365 day)
Subscribe to notifications via email, Slack, or webhooks

10. SLA Modifications

Vaultbrix may modify this SLA with 30 days written notice. Changes will not reduce service level commitments for existing contracts during their term.

11. Governing Law

This SLA is governed by Swiss law and forms part of the Terms of Service. Disputes shall be resolved in the courts of Geneva, Switzerland.

12. Contact

For SLA inquiries or credit requests:
Email: support@starbox-group.com
Status Page: status.vaultbrix.com

Service Level Agreement (SLA)