SLA & Uptime Policy

BBM targets 99.9% monthly uptime for eligible shared hosting services.

Uptime is evaluated on a monthly basis using BBM's applicable monitoring and infrastructure records.

Scheduled maintenance may temporarily affect service availability.

Where reasonably possible, BBM may provide advance notice of planned maintenance.

Scheduled maintenance is excluded from the monthly uptime calculation.

The uptime commitment does not apply to downtime or service interruption caused by circumstances outside BBM's reasonable control, including:

• Emergency maintenance
• Third-party infrastructure failure
• Upstream network failure
• Internet backbone issues
• Data-center or infrastructure events outside BBM's control
• DDoS or other cyber attacks
• Customer-side configuration or application issues
• DNS propagation or DNS-related delays
• Customer-installed software, scripts, plugins, or applications
• Account suspension resulting from policy violations
• Force majeure events
• Other circumstances reasonably beyond BBM's control

Downtime resulting from a customer's website, application, configuration, credentials, code, plugins, scripts, database, or other customer-controlled component is not treated as BBM infrastructure downtime.

If a customer believes the applicable uptime target has not been met, the customer may contact BBM with relevant details.

BBM may review its monitoring records, server logs, maintenance records, and other available technical information before determining whether an SLA issue occurred.

Where BBM determines that an eligible SLA commitment has been breached, BBM may provide additional hosting days as service credit.

The amount of additional hosting time will be determined case-by-case, taking into account the nature and duration of the verified service interruption.

SLA compensation is not automatically applicable to every reported interruption.

SLA service credits are provided as additional hosting time where applicable and are not automatically convertible into cash or refunds.

Nothing in this section limits rights that cannot legally be excluded under applicable law.

BBM may use internal monitoring systems and infrastructure records to evaluate service availability.

Third-party monitoring services may produce different results due to network conditions, DNS caching, routing, geographic location, or other factors.

BBM's relevant infrastructure records will be considered when determining SLA eligibility.

BBM may update this SLA as its infrastructure, monitoring systems, service offerings, or operational practices evolve.

The latest version published on this page will apply to future SLA assessments, subject to applicable legal requirements.