BackupMaster Service Level Agreement (SLA)

This Service Level Agreement (SLA) describes BackupMaster’s service commitments to customers and partners. It supplements our Terms of Service and Privacy Policy. This SLA is informational and does not create a warranty. All disclaimers, exclusions, and limitations of liability in the BackupMaster Terms of Service apply to this SLA and prevail in case of conflict.

1. Scope

This SLA applies to the BackupMaster application, backup operations for supported data types, restore operations, and customer support. Because backup and restore operations depend on third-party platform APIs, their limitations and policies can affect timing, throughput, features, and data coverage.

2. Service availability

Target monthly uptime: 99.9% for the BackupMaster web app, APIs, and background processing systems, excluding scheduled maintenance. We will provide advance notice of maintenance that may impact availability whenever feasible.

3. Backup cadence and Recovery Point Objective (RPO)

Backups run automatically once per day by default. You can also trigger on‑demand backups in the app. The default RPO is 24 hours. Actual run time depends on platform API rate limits and the size of your store.

4. Restore assistance and Recovery Time Objective (RTO)

Upon a restore request, we initiate processing promptly. RTO varies with data volume and platform API limits. We provide progress updates until completion and assist with verification after restore.

5. Support and response times

Support is provided during Australian business hours, with escalation for Priority 1 issues.

Initial response targets (business hours):

  • Priority 1 (service unavailable or data‑restoration blocking): within 4 business hours
  • Priority 2 (degraded performance or partial impact): within 1 business day
  • Priority 3 (general questions or non‑urgent requests): within 2 business days

These are response time targets, not resolution commitments. We aim to reply within hours during business hours and by the next business day outside business hours.

6. Security and data protection

Customer data is encrypted in transit and at rest. BackupMaster is hosted on Microsoft Azure with redundant storage and access controls. Our security program is aligned with SOC 2 practices and has been audited by an independent assessor. We notify affected customers without undue delay if we detect a security incident that impacts their data and provide status updates and a post‑incident summary.

7. Dependencies and exclusions

This SLA does not apply to unavailability, delays, or failures caused by:

  • Rate limits, quotas, or outages of third-party platform APIs
  • Endpoint changes, schema modifications, or deprecations by third parties
  • Webhook delays, missed events, or eventual consistency on the platform
  • Permission scope changes or insufficient permissions on the customer account
  • Internet provider failures or customer network issues
  • Customer misconfiguration, misuse, or unauthorized access
  • Force majeure events

When third‑party API limits or outages occur, we queue and retry jobs automatically.

8. Maintenance and changes

We perform maintenance and upgrades with advance notice whenever possible. Urgent security fixes may be applied without prior notice, and we will communicate as soon as practical.

9. Incident communication and reporting

For Priority 1 incidents, we provide regular status updates and a post‑incident report with root cause and corrective actions.

10. No service credits

BackupMaster does not offer service credits. This SLA describes operational targets and support commitments. Remedies for not meeting these targets are limited to re‑performance of the services and support assistance.

11. Contact

You can reach us through the in‑app support channel or the contact form on our website. If you are an enterprise or agency customer, your dedicated contact will be listed in your onboarding email.