Service Level Agreement
Last updated: June 2026
This page sets out BasePro's service commitments. Contractual SLA terms with specific uptime targets are available at the enterprise tier — contact your account manager or reach us at support@basepro.io.
Infrastructure uptime
Live infrastructure status is published at status.basepro.io — the same probes our on-call team watches. No numeric uptime SLA is published at the starter tier. Enterprise-tier agreements include specific uptime commitments available on request.
Support response targets
| Priority | Definition | Response target | Applies to |
|---|---|---|---|
| P1 — Critical | Service unavailable or data at risk | Best-effort escalation; on-call notification | All tiers |
| P2 — High | Core feature severely degraded | Next business day | Professional+ |
| P3 — Medium | Minor issue, workaround exists | 3 business days | All tiers |
| P4 — General | Feature request or question | Best effort | All tiers |
Service credits
Service credits may be available at the enterprise tier. Contact your account manager for contractual terms.
Data retention
Operator data is retained for 10 years from the date of last activity, or as required by applicable law, whichever is longer.
Breach notification
Upon confirming a personal data breach, BasePro will notify the responsible controller within 72 hours, as required by GDPR Article 33.