Service Level Agreement

This SLA applies to paid subscriptions (Freelancer, Startup, Enterprise) of TimerOS, a service of Vezoft EOOD ("Vezoft"), a single-member limited liability company incorporated in Bulgaria. See the Imprint for our full company details. It does not apply to free trials, beta features, or features marked beta/preview in the product.

Status note (launch). The uptime figure in Section 2 is a non-binding operational target, not a contractual guarantee, and no service credits are offered for the launch period. Binding per-plan uptime commitments and a service-credit remedy are reserved for a future Enterprise SLA.

1. Definitions

• Service — the TimerOS API at *.timeros.ai and the web application at https://app.timeros.ai. The desktop application is excluded (it runs locally; the relevant availability is the API's).
• Unavailability — for the purpose of the non-binding target in Section 2 only, a continuous period of 5 minutes or more during which the Service returns HTTP 5xx errors to >50% of requests or is otherwise unreachable, as measured by our external monitor at https://status.timeros.ai. The following are not counted toward the target:
  • Scheduled maintenance announced at least 48 hours in advance.
  • Emergency maintenance to address a security incident.
  • Issues caused by your code, configuration, network, or end-user device.
  • Issues caused by force majeure (per Terms Sec. 16).
  • Failure of an infrastructure sub-processor we cannot route around (for example, an outage at MongoDB Atlas, Render, or Cloudflare affecting the EU region the Service runs in).
• A binding "Downtime" definition and a Monthly Uptime Percentage calculation are reserved for a future Enterprise SLA and do not apply during the launch period.

2. Uptime target (non-binding)

For the launch period, TimerOS operates the Service to a non-binding monthly uptime target of 99.5%. This is an operational aspiration, not a contractual guarantee, and it does not give rise to any service credit, refund, or other remedy. We monitor against this target and publish status as described in Section 8.

Binding per-plan uptime commitments are reserved for a future Enterprise SLA. If and when introduced, they will be communicated under the change procedure in Section 7.

3. Service credits — none for launch

No service credits are offered during the launch period. A service-credit remedy is reserved for a future Enterprise SLA. Your remedies for unavailability are limited to those set out in the Terms of Service (including the limitation of liability) and any mandatory rights you have under applicable law.

4. Support response targets

"Business hours" = Monday–Friday, 09:00–18:00 EET (UTC+2 / UTC+3 in summer), excluding Bulgaria public holidays. Enterprise plans get 24/7 Sev 1 coverage.

5. Maintenance

Routine maintenance is announced on the status page at least 48 hours in advance and is typically scheduled outside business hours of the regions we serve. We aim to limit total scheduled maintenance to 4 hours per month.

6. Exclusions

• The uptime target does not apply in periods affected by an excluded event listed in Section 1 (scheduled/emergency maintenance, your own code/config/network, force majeure, or an infrastructure sub-processor outage we cannot route around).
• For the launch period there are no service credits; this Section therefore creates no monetary remedy. Liability for unavailability is governed solely by the limitation of liability in the Terms of Service.

7. Changes

We may update this SLA with 30 days' notice. If we later introduce a binding uptime commitment and subsequently reduce that commitment level, you will have a termination right exercisable within 30 days, with pro-rated refund for the unused period.

8. Status page

Real-time status at https://status.timeros.ai. Historical uptime is published monthly.