Service Level Agreement

Version 1.0 — effective 13 October 2026

This Service Level Agreement ("SLA") describes the availability, backup, and support commitments Eurobase OÜ ("Eurobase", "we") makes for the Eurobase service ("Service"). It is incorporated into the Terms of Service at /legal/terms by reference. Capitalised terms not defined here have the meaning given in the Terms.

All Service infrastructure runs in the European Union (France) on Scaleway. No US cloud provider touches Customer Data.

1. Scope

• This SLA's availability target and priority support apply to the Pro tier, for Projects in good standing (account not suspended, invoices paid).
• The Free tier is provided on a best-effort basis with no availability target.
• Team and Legal Team are in closed beta; while in beta they are covered by best-effort support and by this SLA's backup and continuity sections, but not yet by the availability target or any formal credit scheme. They will come under the availability target as they reach general availability.

2. Availability commitment

We target 99.5% monthly availability of the Eurobase API (authentication, database, storage, and edge-function request handling) for the Pro tier.

• "Available" means the API accepts and correctly serves requests for a Project. A month is a calendar month (UTC).
• Availability is measured at our platform edge and excludes the time attributable to the exclusions in §5.
• This target is underpinned by, and cannot exceed, the infrastructure commitments in §3.

3. Infrastructure foundation

The Service is built on Scaleway's EU infrastructure, which carries its own published SLAs:

We set our availability target conservatively within these figures; we do not promise more availability than our underlying providers guarantee.

4. Backups and recovery

• Automatic daily backups (all tiers). Scaleway takes automatic backups of the managed database approximately every 24 hours at the infrastructure level. In a worst-case recovery, this means up to ~24 hours of data could be lost (recovery point objective ≈ 24h). These backups are operated by us/Scaleway for disaster recovery; they are not customer-controlled on Free or Pro.
• No self-serve restore or downloadable backup on Free/Pro (shared infrastructure).
• Team / Legal Team Projects run on a dedicated EU Postgres instance with managed daily backups and self-serve restore from those backups (Team: 7-day retention; Legal Team: 30-day), one included restore per month.
• Data portability on every tier. You can export your schema, all table data, and a manifest of your storage objects at any time from the console or API (see /legal/privacy, Article 20). This is how you hold your own copy; it is independent of our disaster-recovery backups.

5. Exclusions

The availability target does not apply to unavailability caused by:

• Scheduled maintenance, announced in advance via the console;
• Emergency security patches, which may be deployed without prior notice;
• Factors outside our reasonable control, including upstream provider outages beyond the Scaleway SLAs, network failures outside our infrastructure, and force majeure;
• Your own actions or configuration (e.g. exhausting a plan limit, invalid queries, suspended account);
• Use of the Free tier or of beta features.

6. Business continuity and cessation of operations

• Key-person continuity. Our information-security management system documents a business-continuity handover plan to keep the Service running on founder incapacitation. We publish a summary of our security practices on request.
• If Eurobase ceases business operations, we commit to keeping the Service and your Customer Data online and exportable for at least 90 days from the date we announce cessation, before any deletion. We will notify Project owners by email and keep export tooling available throughout that window so you can retrieve your data and migrate.

This is in addition to the account-termination export window in the Terms (§9).

7. Support

• Support is provided by email at contact@eurobase.app.
• Paid tiers receive priority response. We do not yet commit to a fixed response-time target; one will be published here as our support tiers formalise.

8. Remediation

Our commitment under this SLA is best-effort remediation — we work to restore service and prevent recurrence. We do not offer financial service credits at this time. If we introduce a credit scheme, it will be published in a future version of this SLA.

9. Changes to this SLA

We may update this SLA as the Service and its tiers evolve. Material reductions in a commitment will be announced via the console with reasonable notice. The current version is always at /legal/sla.

10. Contact

Questions about this SLA: contact@eurobase.app.

Eurobase OÜ · Ahtri 12, Tallinn 15551, Estonia · Registry code 17557586