Service Level Agreement (SLA)
Effective Date: November 9, 2025
This Service Level Agreement (“SLA”) outlines the service availability commitments and support response times provided by Baiiiz.com (Webzieh Creations Limited, “we,” “us,” or “our”) to our customers (“you” or “User”) for the automated website creation and management platform (the “Service”).
1. Service Availability Commitment
We commit to maintaining a monthly uptime percentage for the core Baiiiz.com platform interface and backend integration APIs as follows:
A. Guaranteed Uptime
We guarantee that the Service will be available for 99.9% of the time during any given calendar month.
B. Definition of Unavailability
“Unavailability” means that the Service’s core functions (platform login, website creation tools, and core integration APIs) are not operational or accessible to the User due to a failure within the Baiiiz.com infrastructure. Unavailability does not include the Exclusions listed in Section 3.
C. Measurement
Uptime is calculated on a monthly basis using third-party monitoring tools.
2. Technical Support Commitment
We are committed to providing timely technical support to address issues with the Baiiiz.com platform.
A. Support Channels
Support requests must be submitted through our designated support channels, which are accessible via your account or by emailing info@webzieh.com.
B. Response Times
We will classify reported issues into the following severity levels and commit to the corresponding initial response times:
Severity Level | Definition | Target Initial Response Time |
|---|---|---|
P1 – Critical | Core functions are completely down, affecting all users. | 1 Hour (24/7 coverage) |
P2 – High | Service is significantly impaired, affecting a large number of users. | 4 Business Hours |
P3 – Medium | Non-critical functionality issues or general errors. | 1 Business Day |
P4 – Low | General questions, feature requests, or minor cosmetic issues. | 2 Business Days |
Note: Business Hours are defined as 09:00 to 17:00 GMT, Monday to Friday, excluding public holidays in the United Kingdom.
3. SLA Exclusions
The following events are explicitly excluded from the calculation of Service Unavailability and Response Times:
Scheduled Maintenance: Downtime for planned upgrades, maintenance, or patches, provided we give at least 24 hours prior notice.
Force Majeure: Any event beyond our reasonable control, including acts of God, war, terrorism, natural disasters, or global network failures.
Third-Party Services: Failures or delays in services provided by third parties, including but not limited to: dropshipping providers (AliExpress, Eprolo, etc.), WooCommerce plugins, WordPress hosting, domain registrars, or Stripe payment gateway failures.
User Error: Downtime or performance issues resulting from the User’s use of unauthorized modifications, custom code, or breach of the Acceptable Use Policy.
DDoS/Security Incidents: Unavailability caused by external denial-of-service (DDoS) attacks or other malicious activity directed at the Service or its underlying infrastructure.
4. Remedies for Breach of SLA
If the Service falls below the guaranteed 99.9% Monthly Uptime and the cause is not covered by the exclusions in Section 3, you may be eligible for a Service Credit upon written request within 15 days of the end of the affected month.
Monthly Uptime | Service Credit (as a percentage of the monthly fees paid) |
|---|---|
99.0% to 99.9% | 10% Service Credit |
Below 99.0% | 25% Service Credit |
Service Credits are provided in the form of a deduction on future service invoices and cannot be converted into cash refunds. The maximum Service Credit available in any given month is 25% of the total monthly fees.
5. Contact
For support or to submit a claim under this SLA, please contact us at info@webzieh.com.