Service Level Agreement
Binnacle AI SLA
What you can expect from our infrastructure, our team, and our response when something goes wrong. Effective 2026-05-08. Applies to Commercial Pro and Enterprise plans. Charter and Commercial Starter customers get best-effort support without the credits clause.
Uptime target — 99.5% monthly
We commit to 99.5% availability of the application — measured across binnacleai.com/dashboard, the public API surface (binnacleai.com/api/v1/*), and the authenticated mobile experience. That works out to a maximum of about 3.6 hours of unplanned downtime per month.
Live status: binnacleai.com/status. We don’t game the metric — every page rendered with a 5xx counts against us.
Support response — first response within 24 hours
Email support@binnacleai.com reaches a real maritime operator (the founder, currently). Response targets:
| Severity | Definition | First response |
|---|---|---|
| P1 — Critical | Production down for all your users. Compliance event blocked. | 2 business hours |
| P2 — High | Major feature broken for some users. Workaround unclear. | 8 business hours |
| P3 — Normal | Minor bug or feature request. Workaround available. | 2 business days |
| P4 — Low | Cosmetic / documentation / nice-to-have. | 1 week |
Business hours = 0800–1700 HST, Monday–Friday excluding US federal holidays. Enterprise customers get out-of-hours pager coverage on a separate addendum.
Service credits
When monthly uptime drops below 99.5% on a Commercial Pro or Enterprise plan, we apply a service credit on the next invoice:
| Monthly uptime | Credit | |
|---|---|---|
| ≥ 99.5% | No credit (target met) | |
| 99.0% – 99.5% | 10% of monthly fee | |
| 95.0% – 99.0% | 25% of monthly fee | |
| < 95.0% | 50% of monthly fee |
Credits are the sole remedy. To claim, email billing@binnacleai.com within 30 days of the affected month referencing your incident report numbers.
Data backup + recovery
Every database is backed up 4× daily on the primary host with offsite copies pulled to two physically separate machines. Recovery point objective (RPO): ≤6 hours. Recovery time objective (RTO): ≤4 hours for full database restore.
Every backup is exercised monthly via a restore-to-throwaway drill. We don’t trust backups we haven’t restored.
Security incidents
If we discover (or are notified of) a security incident affecting your data, we will:
- Notify the org owner within 24 hours of confirmed impact
- Provide a written post-incident report within 5 business days
- Offer screen-share walkthrough of the timeline + remediation on request
- File breach notifications per applicable law where we are the data controller
See /trust for our broader security posture and /dpa for the Data Processing Addendum signed at contract time.
Termination
You can cancel any time from /settings/billing — no phone calls. Your data is exported on request and purged within 30 days of cancellation per /privacy. Enterprise contracts have a 30-day exit cooperation period built into the MSA.
Changes to this SLA
We may update this SLA. Changes that meaningfully reduce a commitment (e.g. lowering the uptime target) are emailed 30 days in advance to the org owner; non-material changes (e.g. clarifying language) take effect immediately and are recorded on /changelog.
Last updated 2026-05-08. Questions: support@binnacleai.com.