What happens when we are the reason your shop is closed
Every paid plan carries a monthly uptime target. When a month misses it, you are owed a credit — not an apology, and not one you have to argue for. This page says what the target is, what a missed month is worth in rupees, and the short list of things that do not count against us.
In effect from 1 September 2026.
1. The target, by plan
Uptime is measured over a calendar month, as the share of minutes in which the BaseBlock app, its API, and your published storefront were reachable and able to serve requests. A minute in which a page returned an error, or took longer than 30 seconds, counts as a minute of downtime.
| Plan | Monthly uptime | Which allows for |
|---|---|---|
| Free | No target | Same infrastructure, same incident response, no credit to claim. |
| Starter | 99.5% | up to 3.6 hours a month |
| Business | 99.5% | up to 3.6 hours a month |
| Growth | 99.9% | up to 43 minutes a month |
| Enterprise | 99.95% | up to 22 minutes a month |
A failure at our hosting or database provider counts against us. They are our supplier, not yours.
What we actually measured, month by month, is on the status page. It is self-reported and says so — a claim never requires you to produce any of it.
2. What a missed month is worth
Credits are banded, not proportional. A proportional credit for a 99.4% month against a 99.5% target works out to a few rupees, which is an insult dressed up as a remedy.
| The month came in at | Credit |
|---|---|
| Below your plan's target, but 99.0% or above | 10% of that month's fee |
| Below 99.0%, but 95.0% or above | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
Worked example — a month that came in at 99.2%
- Starterरू 300 back
- Businessरू 450 back
- Growthरू 750 back
Enterprise is priced per agreement, so its credit is the same percentage of whatever that agreement says. Credits in a single month never exceed that month's fee.
3. How to claim
Write to us from the email on the account, within 30 days of the end of the month in question, and say which month you are claiming for. You do not need to prove the outage or produce logs — we have ours, and if our figure disagrees with yours we will show you the measurement rather than ask you to accept it.
The remedy is a credit against your next invoice. A workspace that cancels before the next invoice and is owed a credit gets it as a refund instead, through the rail it paid on.
Service credits are the sole remedy under this SLA. That is the standard term and we are not pretending otherwise — it is the trade for a commitment that pays out without an argument.
4. What does not count
Four things, and deliberately only four:
- Maintenance announced at least 48 hours ahead, capped at four hours in any calendar month and scheduled between 1am and 5am Nepal time.
- Outages at Meta, eSewa, Khalti, Fonepay, NCM, Pathao, or an email or SMS provider whose credentials you supply. Your workspace staying up while Instagram is down is what we owe you; Instagram itself is not ours to fix.
- A custom domain whose DNS is not pointed at us, and network trouble between you and the internet.
- Anything caused by a change you made — deleting a table, revoking your own gateway credentials, or passing a plan limit you were warned about twice.
An exclusions list long enough to swallow the promise is how an SLA becomes decoration. If you think something has been excluded that should not have been, say so — the list is short enough that the argument is a short one.
5. Support response times
Uptime is not the same promise as an answer. Response times are the target for a first human reply during business hours in Nepal (Sunday to Friday, 10am–6pm), not a promise to have fixed the thing by then.
| Plan | Something is broken | Everything else |
|---|---|---|
| Free · Starter · Business | 1 business day | 2 business days |
| Growth | 4 business hours | 1 business day |
| Enterprise | 2 business hours | 4 business hours |
A total outage is not waited on. It is worked whenever it happens, on every plan, because the alternative is a shop that cannot take money at 9pm on a Friday.
6. Changes to this SLA
We can change this page, but not retroactively and not quietly. A change that lowers a target or a credit takes effect 30 days after it is published and applies from your next billing period, so you always have a full cycle to decide whether you still want the plan. A change that raises one takes effect immediately.
Related: how the data is protected and when money comes back.