Service Level Agreement (SLA)
Service Level Agreement (SLA)
Last updated: April 14, 2026
This Service Level Agreement ("SLA") applies to all paid subscription plans of the PropyBot service operated by Acheros ("Provider"). It describes the availability commitments, maintenance windows, support response times, and remedies available to the customer ("Customer") in case of service disruption.
1. Scope
This SLA covers the PropyBot web application accessible at www.propybot.com, including all features available under the Customer's active subscription plan. It does not cover:
- Free trial accounts (best-effort availability, no SLA commitment)
- Third-party services integrated into PropyBot (Google Maps, Stripe, Google Analytics) — these are subject to their own SLAs
- Availability of the listing monitoring feature (provided by invitation only, best-effort)
- Internet connectivity or browser compatibility on the Customer's side
2. Availability Target
The Provider targets a monthly uptime of 99.5%, measured as the percentage of minutes in a calendar month during which the Service is operational and accessible.
Uptime is calculated as:
Uptime % = (Total minutes − Downtime minutes) / Total minutes × 100
"Downtime" means a period during which the Service is entirely unreachable for all users, as measured by the Provider's external monitoring system. Degraded performance (slow responses) does not constitute Downtime unless the Service is effectively unusable.
| Monthly Uptime | Maximum Downtime | Status |
|---|---|---|
| ≥ 99.5% | ≈ 3 hours 39 minutes | Target met |
| 99.0% – 99.4% | ≈ 4.4 – 7.3 hours | Below target |
| < 99.0% | > 7.3 hours | Service credit eligible |
3. Scheduled Maintenance
The Provider may schedule maintenance windows to deploy updates, apply security patches, or perform infrastructure work. Scheduled maintenance is:
- Announced at least 48 hours in advance via email to all active subscribers and/or via an in-app notification
- Preferably performed during low-traffic hours (weekdays 02:00–06:00 CET/CEST)
- Excluded from Downtime calculations
- Targeted to last no more than 60 minutes per occurrence
Emergency maintenance (critical security patches, data integrity issues) may be performed without 48 hours' notice. The Provider will inform affected users as soon as practicable.
4. Incident Classification and Response
| Severity | Definition | Response time | Resolution target |
|---|---|---|---|
| Critical | Service completely unavailable for all users | ≤ 2 hours | ≤ 8 hours |
| Major | Core feature unavailable (e.g. login, property creation, billing) | ≤ 4 hours | ≤ 24 hours |
| Minor | Non-critical feature degraded (e.g. PDF export slow, chart not loading) | ≤ 1 business day | ≤ 5 business days |
| Low | Cosmetic issue, feature request, general inquiry | ≤ 2 business days | Best effort |
"Response time" means the time between receiving the incident report (via email at info@propybot.com) and the first substantive reply from the Provider acknowledging the issue. "Resolution target" is a goal, not a guarantee.
5. Service Credits
If the monthly uptime falls below 99.0% due to unscheduled Downtime, the Customer may request a service credit:
| Monthly Uptime | Service Credit |
|---|---|
| 98.0% – 98.9% | 10% of the monthly subscription fee |
| 95.0% – 97.9% | 25% of the monthly subscription fee |
| < 95.0% | 50% of the monthly subscription fee |
Service credits are issued as a discount on the next invoice. They do not accumulate beyond one month and cannot be paid out in cash. To claim a service credit, the Customer must submit a written request to info@propybot.com within 15 days after the end of the affected month, citing the dates and times of Downtime experienced.
The maximum aggregate credit for any single calendar month shall not exceed 50% of the Customer's monthly subscription fee.
6. Exclusions
The following are not considered Downtime and do not qualify for service credits:
- Scheduled maintenance (announced per Section 3)
- Force majeure events (natural disasters, war, pandemic, government action)
- Outages of third-party services (Stripe, Google, CDN providers)
- Issues caused by the Customer's equipment, software, network, or browser
- DDoS attacks or other malicious activity directed at the Provider's infrastructure, provided the Provider takes reasonable measures to mitigate
- Features explicitly labelled as "beta" or "experimental"
7. Data Backups
The Provider performs automated daily backups of all databases and uploaded files. Backups are retained for at least 14 days. In the event of data loss due to Provider error, the Provider will restore data from the most recent backup at no additional cost.
The Provider does not guarantee recovery of data lost due to Customer action (e.g. accidental deletion). Customers are encouraged to use the PDF export feature for critical records.
8. Security
The Provider applies industry-standard security practices, including:
- Encryption in transit (TLS 1.2+) and at rest
- Hashed passwords (PBKDF2/bcrypt via Django's auth system)
- Two-factor authentication available (TOTP, passkeys, email OTP)
- Payment data handled exclusively by Stripe (PCI-DSS Level 1)
- Regular dependency updates and security patches
9. Communication
The Provider maintains a status channel for ongoing incidents. Users are notified of critical incidents and scheduled maintenance via:
- Email to the address on file
- In-app notification (when the Service is reachable)
10. SLA Term and Changes
This SLA applies for the duration of the Customer's active paid subscription. The Provider may update this SLA with 30 days' written notice. Changes do not apply retroactively. If a change materially reduces the availability target or service credit entitlements, the Customer may terminate the subscription without penalty.
For SLA-related inquiries, contact us at info@propybot.com.