Service levels
Public operating targets
These are platform objectives unless an executed order form makes a commitment contractual. Declared incidents and history appear at /status.
Service Level Objectives
| Metric | Target | Notes |
|---|---|---|
| Availability target | 99.5% | Monthly. Excludes pre-announced maintenance windows. |
| Error budget per month | 3.6 hours | Burn-rate alerts at 6× and 36× baseline. |
| Cron success rate | ≥ 99% | Per `cron_runs` table; auto-paged on degradation. |
| Schedule p95 latency | < 500 ms | Operating target for the public schedule route. |
| Booking p95 latency | < 1000 ms | Operating target for booking creation. |
| Admin p95 latency | < 2000 ms | Operating target for admin routes. |
| Support response | 24 business hours | First meaningful reply target; 48 hours outside business hours. |
| Recovery point baseline | ≤ 24 hours | Tighter PITR objective only after production configuration is verified. |
| Recovery time objective | ≤ 4 hours | Operational target, not a blanket recovery guarantee. |
Acknowledgement times
Support business hours = Mon–Fri, 08:00–17:00 CET. Incident acknowledgement targets are separate from resolution times and service-credit commitments.
| Severity | Ack | Response posture |
|---|---|---|
| P1 — Breach / payment failure / full outage | < 1 hour | Incident command + active communication |
| P2 — Partial outage / tenant blocker | < 4 hours | Triage, mitigate, then schedule repair |
| P3 — Minor / cosmetic / low impact | < 24 hours | Triage for the next appropriate deploy |
| General support | 24 business hours | 48-hour target outside business hours |
Maintenance windows
- Planned maintenance announced ≥ 72h in advance via the status page
- Excluded maintenance is capped at four hours per month under the operating objective
- Emergency security remediation may be unannounced; communication follows the incident impact
Need to escalate?
Operational incidents: support@bookingbible.com. Suspected security or data exposure: security@bookingbible.com. Include the impact and time window, but never send credentials or payment details.