Service Commitments

1. Overview

This page describes Baristta's commitments regarding platform operation, maintenance windows, support and incident communication.

Customers on active paid plans receive priority support. The free plan (Free) receives best-effort support.

2. Platform Availability

Baristta operates the platform aiming to keep it continuously available, with active monitoring of our own infrastructure and immediate response to detected failures.

Numeric availability targets and a service credit policy will be published on this page once our public, independent availability measurement is in place — we would rather not promise numbers you cannot verify.

2.1. Exclusions

The following events are not considered platform downtime:

• Scheduled maintenance: maintenance windows communicated at least 48 hours in advance
• Force majeure: natural disasters, wars, large-scale cyber attacks and other events beyond reasonable control
• Customer systems: unavailability of the Customer's own FTP servers, websites or databases
• Third-party providers: failures in third-party infrastructure services used by Baristta

3. Scheduled Maintenance

• Scheduled maintenance will preferably take place during low-usage hours (late night, Brasília time)
• Customers will be notified by email at least 48 hours in advance
• The expected maximum duration of each maintenance window will be stated in the communication
• Emergency maintenance may be performed without prior notice in case of a security threat

4. Support

Support is provided by email on business days (Monday to Friday, excluding Brazilian national holidays), from 9am to 6pm Brasília time.

• Paid plans: priority handling, ordered by the severity of the reported problem
• Free plan: best-effort handling
• Full platform outage: treated as top priority, regardless of plan

5. Execution Commitments

5.1. Monitoring and Verifications

Baristta runs verifications and monitoring according to the intervals configured by the Customer. During periods of high demand, individual runs may be slightly delayed, without losing the configured cadence.

5.2. Backups

Automated backups run according to the schedule defined by the Customer. If a run fails, an incident is recorded and the Customer is notified, with the error message available for diagnosis.

5.3. Notifications

Incident alerts and notifications are sent immediately after the event is detected, except during email service outages.

6. Platform Incident Communication

• Critical platform incidents will be communicated by email as soon as they are confirmed
• We will keep progress communication flowing during critical incidents until resolution
• A post-incident summary will be made available after critical incidents are resolved

7. Contact

For questions regarding these commitments:

Baristta
Email: support@baristta.tech
Website: baristta.tech