Stashit Self-Hosted – Maintenance & Support SLA

Effective Date: July 9, 2025

Coverage: All licensees with an active Update Term (first year after Purchase Date or any subsequent paid Upgrade Term).

1. Definitions

Business Hours
09:00 – 17:00 US Eastern Time, Monday–Friday, excluding U.S. federal holidays.
Business Day
Any day on which Business Hours apply.
Support Ticket
A request for assistance submitted via the Stashit support portal or emailed to support@stashit.app.
Severity Level
The impact classification assigned by Stashit (see § 3).
Target Response Time
Time from Stashit's receipt of a Support Ticket to our first non-automated reply.
Target Resolution Time
Time to provide a workaround, patch, or confirmed plan (best-effort for third-party issues).

2. Supported Services

Included

  • Email & portal support during Business Hours
  • Troubleshooting installation, activation, and runtime errors
  • Guidance on configuration & backups
  • Delivery of Updates and security patches
  • Bug-fix releases for supported versions

Not Included

  • Custom development or integrations
  • On-premises or screen-sharing assistance
  • Training or consulting
  • Issues caused by unsupported modifications or third-party plug-ins

Note: Community questions and how-to topics may be answered on a best-effort basis and are not subject to SLA timings.

3. Severity Levels & Response Targets

Severity
Description
Target Response
Target Resolution*
Critical (S1)
Production system down or data loss; no workaround
2 Business Hours
1 Business Day
High (S2)
Major feature impaired; limited workaround
4 Business Hours
3 Business Days
Normal (S3)
Minor feature issue or performance degradation
1 Business Day
7 Business Days
Low (S4)
Cosmetic issue, documentation feedback, enhancement request
2 Business Days
Next scheduled release

*Resolution may be a patch, documented workaround, upcoming release date, or confirmation that the issue is caused by an external factor.

4. Update & Patch Policy

  • Security patches – released as soon as commercially reasonable once a vulnerability is confirmed.
  • Bug-fix releases – bundled and published at least quarterly.
  • Minor enhancements – delivered in Updates during the active Update Term.
  • Upgrades (major versions) – available only with a paid Upgrade License (see EULA § 3.3).

5. Customer Responsibilities

  • Keep your deployment on a supported version (latest major minus one).
  • Provide reproducible steps, logs, and environment details when submitting tickets.
  • Maintain reliable backups and disaster-recovery procedures.
  • Install patches and Updates within a reasonable time.

Failure to meet these responsibilities may affect Stashit's ability to meet target times.

6. Exclusions

The SLA does not apply to issues arising from:

  • Unsupported operating systems, databases, or browsers
  • Third-party modifications, plug-ins, or misconfigurations
  • Hardware or network failures outside Stashit's control
  • Force majeure events (natural disasters, internet outages, etc.)

7. Escalation & Service Credits

If Stashit fails to meet a Critical (S1) Target Resolution Time, you may request a service-credit equal to 5 additional days of Update entitlement per full Business Day of delay, capped at 30 days per incident.

Service credits are your sole remedy for SLA breaches and cannot be exchanged for cash or refunds.

8. Term & Termination

This SLA begins on the Effective Date and continues while you maintain an active Update Term. It terminates automatically when the Update Term expires or your license is otherwise terminated under the EULA.

9. Changes to SLA

We may modify this SLA on thirty (30) days' written notice. Continued use of Support after the effective date constitutes acceptance.

10. Governing Law

This SLA is governed by the laws set forth in the EULA § 14 (Governing Law & Dispute Resolution).

Contact Information

Stashit LLC
7901 4th St N, STE 300
St. Petersburg, FL 33702 USA
Email: support@stashit.app
Website: https://www.stashit.app