Our uptime commitment, support coverage, and incident response standards.
Prybase targets 99.9% monthly uptime for the core platform, excluding scheduled maintenance windows. Uptime is measured as the percentage of minutes in a calendar month during which the platform is accessible and functional.
Planned maintenance is scheduled during low-traffic windows (typically late night or early morning US Eastern time). We will provide at least 24 hours advance notice via email or an in-platform banner for any maintenance expected to cause downtime longer than 5 minutes.
| Priority | Description | Initial Response |
|---|---|---|
| P1 — Critical | Platform completely inaccessible for all users | Within 1 hour |
| P2 — High | Core feature (booking, billing, check-in) broken for multiple users | Within 4 hours |
| P3 — Medium | Non-critical feature impaired; workaround available | Within 1 business day |
| P4 — Low | General questions, feature requests, cosmetic issues | Within 3 business days |
Standard support is available Monday–Friday, 9 AM–6 PM US Eastern Time. For P1 critical incidents, we monitor outside standard hours and will respond as quickly as possible regardless of time of day.
To report an incident: email support@prybase.com or use the contact form. Use "URGENT" in the subject line for P1 issues.
This SLA does not apply to downtime caused by scheduled maintenance, third-party infrastructure failures, customer misconfigurations, or force majeure events.
If monthly uptime falls below 99.9% due to causes within our control, affected customers may request a service credit applied to future billing periods. Contact support@prybase.com within 15 days of the incident.