Service Level Agreement (SLA)

BuiltSign guarantees the following monthly availability (uptime) per subscription tier:

• Uptime: the percentage of monthly time during which the BuiltSign platform is available and functional for end users. In practical terms: 99.5% uptime allows a maximum of 3 hours 39 minutes of downtime per calendar month; 99.9% uptime allows a maximum of 43 minutes per calendar month.
• Downtime: demonstrable unavailability of the platform for all users, not caused by scheduled maintenance or circumstances beyond BuiltSign's control.
• Incident: a disruption resulting in unavailability or severe performance degradation of the platform's core functionality.

Scheduled maintenance is announced at least 24 hours in advance via email and/or our status page (coming soon). Scheduled maintenance does not count as downtime for uptime calculations.

Scheduled maintenance is preferably performed outside office hours (Monday–Friday 09:00–18:00 CET) and is limited to a maximum of 4 hours per calendar month.

If the guaranteed uptime is not met in a calendar month, the customer is entitled to a service credit:

• Pro and Business: 10% of the monthly subscription fee.
• Enterprise: 25% of the monthly subscription fee.

Service credits are applied against the next billing period. Credits are not paid out in cash and are non-transferable.

A credit request must be submitted in writing to legal@builtsign.com within 60 days following the month in which the shortfall occurred.

Support is available via legal@builtsign.com and the customer portal. Response times apply on business days (Monday–Friday, 09:00–18:00 CET):

• Pro: first response within 24 hours.
• Business: first response within 12 hours.
• Enterprise: first response within 4 business hours (Level 1: support@builtsign.com). If not resolved within 8 business hours, the issue escalates to founder-level review with same-day follow-up (Level 2).

The uptime guarantee does not apply to unavailability resulting from:

• Scheduled maintenance (as defined in Article 3).
• Circumstances beyond BuiltSign's reasonable control (force majeure, outages at third-party infrastructure providers).
• Actions or omissions of the customer, including misuse of the API.
• DDoS attacks or other malicious activities by third parties.

This Service Level Agreement is governed by Dutch law. Disputes shall be submitted to the competent court in Amsterdam.

BuiltSign reserves the right to amend this SLA with 30 days' notice. If an amendment materially reduces the service levels applicable to a customer's subscription tier, that customer may terminate their subscription without penalty by notifying legal@builtsign.com within 30 days of receiving the amendment notice.