Service Level Agreement

This Service Level Agreement ("SLA") applies to all paid plans of the Backup Engine service (the "Service"). It is incorporated by reference into the Terms of Service. The free tier is provided as-is without SLA commitments.

We commit to a 99.9% monthly uptime for the Service. That allows up to approximately 43 minutes of unplanned downtime per calendar month.

"Uptime" means the percentage of total minutes in the calendar month during which the Service's authenticated API endpoints respond successfully (HTTP 2xx) to a synthetic probe within a reasonable response time. Uptime is measured by us using infrastructure independent of the Service.

If we fail to meet the uptime commitment in a given calendar month, you may claim a service credit equal to the percentage of the affected monthly subscription fee shown below:

The maximum aggregate service credit for any calendar month is 30% of the monthly fee for the affected subscription, regardless of the number or duration of incidents.

Service credits are applied as a discount on your next invoice. They are not refundable for cash and are not redeemable in any other form. For annual subscriptions, a credit equal to the affected month's pro-rata fee is applied to the renewal invoice.

The uptime commitment does not apply to downtime caused by:

• •Scheduled maintenance windows announced at least 48 hours in advance.
• •Emergency security patches where prior notice would create unacceptable risk.
• •Force majeure (natural disasters, war, terrorism, government action, ISP-level outages outside our control).
• •Issues with third-party services that you depend on but we do not control (e.g., your local internet connection, Apple App Store, Google Play, Stripe outages affecting only billing).
• •Misuse, misconfiguration, or violation of the Acceptable Use Policy by you or your team.
• •Beta features and features explicitly labeled experimental.
• •The free tier.
• •Network availability issues caused by client-side software, including the Backup Engine desktop or mobile agent on your device.

Backup correctness on your device (e.g., file-system permissions, source disk failures, Hyper-V VSS errors) is your responsibility — the Service backs up what your device gives it. We do not guarantee that every backup run will succeed; we guarantee that the cloud Service is available to receive backups according to the uptime commitment above.

To claim a service credit:

• •Email support@backupengine.com with the subject "SLA credit claim".
• •Include the affected calendar month, your account email, and a description of the impact.
• •Submit the claim within 30 days of the end of the affected month — claims received later are not eligible.
• •We respond within 10 business days, either approving the credit (which is applied to the next invoice) or explaining why the claim falls outside the commitment.

Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment. Approved credits do not affect your other rights under the Terms of Service.

We maintain a public status page at backupengine.com/status that publishes the current health of every component customers depend on (website, customer portal, auth, backup storage per region, edge functions, desktop update channel) and the running incident history. The status page is the canonical source for confirmed incidents.

Separate from the uptime commitment, backup chunks stored on iDrive e2 benefit from iDrive e2's eleven-nines (99.999999999%) annual durability target. If a backup chunk is lost due to provider durability failure, we will work with iDrive e2 to recover it; if recovery is not possible, we will refund the affected backup-set fees pro-rata.

Because backup content is encrypted client-side, durability protects the encrypted bytes only. If you lose your encryption passphrase and have not enabled the optional managed-recovery option, the durable chunks become permanently unreadable — durability is not a substitute for passphrase management.

We may update this SLA from time to time. Material changes will be announced by email at least 30 days before they take effect. Changes that improve customer protections (e.g., raising the uptime commitment) take effect immediately on publication.

SLA questions and credit claims: support@backupengine.com