Service Level Agreement

Version 1.0 - 7 May 2026

This Service Level Agreement ("SLA") governs the availability and support commitments for the Beebeeb service as delivered by InitLabs B.V., trading under the name beebeeb.io, to eligible business customers. This SLA is part of the Terms of Service and applies only where the customer has an active subscription that expressly includes an SLA.

1. Applicability

The public Beebeeb plans are Starter, Basic, Pro and Teams. Only the Teams plan includes an availability target and service credits under this SLA. Starter, Basic and Pro are provided on a best-efforts basis, without a contractual availability target.

Any custom enterprise arrangement is handled by separate written agreement. Such an arrangement is not a public plan and does not change the availability target for the public Teams plan unless explicitly agreed in writing.

Any legacy or grandfathered plan not listed above is provided on a best-efforts basis, without a contractual availability target or Service Credits, unless otherwise agreed in writing.

2. Definitions

Availability: the percentage of time within a Monthly Period that the Service is accessible to the customer and able to perform its core functions: uploading, downloading and synchronising encrypted Content.

Monthly Period: a calendar month.

Scheduled Maintenance: a maintenance window announced in advance by beebeeb.io. Time during Scheduled Maintenance does not count as Unavailability.

Service: the Beebeeb encrypted cloud storage and synchronisation service, including the web app and other clients that are live for the customer's phase.

Service Credit: a percentage credit on the recurring monthly fee for the affected Teams subscription, as set out in this SLA.

Unavailability: any continuous period of five (5) minutes or more during which the core functions of the Service do not work for the customer, other than for reasons that are out of scope under this SLA.

3. Availability Target

Availability is measured through our internal monitoring, using multiple monitoring endpoints within the EEA where possible, and is published through status.beebeeb.io where technically available.

4. Scope and Exclusions

The following cases do not count as Unavailability:

• Scheduled Maintenance announced at least forty-eight (48) hours in advance, unless urgent security maintenance makes shorter notice necessary.
• Interruptions caused by the customer's own systems, networks, devices, browsers, credentials, keys or client-side configuration.
• Internet or connectivity issues outside the reasonable control of beebeeb.io.
• Force majeure, including DDoS attacks, large-scale internet outages, power failures, government measures, natural disasters, war, pandemics and comparable events.
• Suspension or restriction of an account due to non-payment, breach of the Terms of Service, breach of the Acceptable Use Policy or a lawful order from a competent authority.
• Beta, preview or experimental features that are expressly marked as such.
• Loss of access caused by loss of password, recovery material or encryption keys. Due to the Zero-Knowledge Architecture, beebeeb.io cannot recover keys or decrypt customer Content.

5. Calculating Availability

Availability in a Monthly Period is calculated as follows:

Availability (%) = ((Total minutes in month - out-of-scope unavailable minutes - in-scope unavailable minutes) / (Total minutes in month - out-of-scope unavailable minutes)) x 100

For this calculation, an incident starts when beebeeb.io detects the issue through monitoring or receives enough information from the customer to confirm the issue, whichever occurs first. The incident ends when the affected core functions are restored.

6. Service Credits

If Availability for the Teams plan in a Monthly Period is lower than 99.5%, the customer may claim a Service Credit according to the following schedule.

Service Credits are the customer's sole and exclusive remedy for failure to meet the Teams availability target. Service Credits are applied to a future invoice and are not paid out in cash. The maximum Service Credit in any Monthly Period is twenty percent (20%) of the monthly Teams subscription fee for the affected account.

7. Claiming Service Credits

To claim a Service Credit, the customer must email support@beebeeb.io within thirty (30) days after the end of the affected Monthly Period. The claim must include the account identification, the Monthly Period concerned and, where available, timestamps or other information about the observed Unavailability.

We will assess the claim against our monitoring data and respond within thirty (30) days after receiving a complete claim. If the claim is approved, the Service Credit will be applied to the next invoice or the first practical invoice thereafter.

8. Support and Response Targets

The following support channels and response targets apply to the public plans.

The Service Window for Teams support is Monday through Friday, 09:00 to 17:00 CET/CEST, excluding Dutch public holidays, unless a separate written agreement states otherwise.

9. Incident Priorities

Response targets are not resolution guarantees. We will work to restore the affected functionality as quickly as reasonably possible, taking into account security, data integrity and the Zero-Knowledge Architecture.

10. Security Incidents and Data Breaches

In case of a Personal Data Breach involving Personal Data of a Teams customer or its Data Subjects, Article 9 of the Data Processing Agreement applies. We inform the customer without undue delay and in any event within forty-eight (48) hours after discovery, to the extent the relevant information is reasonably available.

Because Content is encrypted client-side, a compromise of encrypted stored Content does not by itself mean that beebeeb.io can access unencrypted Content or keys. We will still assess such incidents under applicable law and our Data Processing Agreement.

11. Maintenance and Status Communication

We may perform Scheduled Maintenance to improve reliability, security and performance. Where possible, we schedule maintenance outside peak hours and announce it through the Service, email or status.beebeeb.io.

For urgent security maintenance, shorter notice may be necessary. We will communicate the nature and expected duration of such maintenance as soon as reasonably possible.

12. Backup and Recovery

For the Teams plan, we strive for recovery within twenty-four (24) hours where data loss is caused by an event attributable to beebeeb.io and recovery is technically possible within the Zero-Knowledge Architecture. The target Recovery Point Objective for infrastructure-level recovery is four (4) hours.

These recovery targets do not apply where access is lost because the customer lost passwords, keys or recovery material. We cannot reconstruct encryption keys or decrypt Content.

13. Changes

We may amend this SLA from time to time. Material changes that negatively affect customers will be announced at least thirty (30) days before they take effect, unless the change is required by law or needed for urgent security reasons.

14. Contact

Questions about this SLA or Service Credit claims may be sent to support@beebeeb.io or legal@beebeeb.io.

- End of Service Level Agreement -