Service Level Agreement (SLA)

Our 99.9% uptime commitment and service credit guidelines for Premium Plans

Plan Eligibility & Exclusions

This Service Level Agreement (SLA) applies only to Premium hosting plans that explicitly include an SLA uptime guarantee in the plan description or in a signed enterprise SOW/MSA.

This SLA does not apply to Starter/Shared plans, dedicated trials, free promotional demos, API test credentials, or custom consulting services.

1. Uptime Commitment

For eligible Premium plans, BigBlueButton Host targets a monthly service uptime of 99.9%.

"Service Uptime" refers to the operational availability of the managed BigBlueButton server nodes, API connection proxy, and recording processor modules under our direct control.

2. SLA Exclusions & Outage Boundaries

Uptime calculations exclude downtime, latency, or degraded performance caused by:

  • Scheduled maintenance windows (notified at least 24 hours in advance).
  • Emergency security patching or Cloud Infrastructure provider outages (AWS/DigitalOcean/Oracle) outside our control.
  • Failure of client-side networks, ISP routing, firewalls, user devices, or local software configurations.
  • LMS database, DNS registry, or third-party SSO authentication providers outside our operational scope.
  • Force Majeure events, regional internet blackout events, or distributed denial-of-service (DDoS) traffic profiles.
  • Account suspension enacted due to unpaid invoices or Acceptable Use Policy violations.

3. Service Credit Remedy

If we fail to meet the 99.9% uptime target for a qualifying month, your **sole and exclusive remedy** is the issuance of hosting service credits:

  • SLA Remedy: Qualifying clients receive a credit equivalent to 1 additional month of hosting added to their account.
  • Credit-Only Status: Service credits are non-refundable, non-transferable, cannot be redeemed for cash, and can only be applied against future hosting renewals.

4. Uptime Credit Claim Process

To request an uptime credit, you must file a formal request by emailing info@bigbluebutton.host within **15 days** after the end of the month in which the service degradation occurred.

The email request must include:

  • Your billing email and subscription plan details.
  • The date, time, and timezone of the outage.
  • Screenshots, client error codes, or traceroute metrics documenting the service failure.

Bymond Private Limited will review our internal system logs, cloud hypervisor metrics, and monitoring tools to determine if the SLA failure occurred and verify credit eligibility.

Have questions about our SLA?

Contact our system administration desk to discuss dedicated server guarantees

SLA Support Desk