Service Level Description
Last updated: April 2026
This is a plain-English description of how we run Give Time. It is not a contractual SLA. As we grow, we will formalise this into a binding service level agreement for paying customers.
1. Hosting and infrastructure
| Component | Provider | Details |
|---|---|---|
| Web application | Vercel | Global CDN, automatic scaling, 99.99% historical uptime |
| Database | Supabase (Postgres) | Managed database, automated daily backups, EU hosting |
| Email delivery | Resend | Transactional emails with SPF, DKIM, and DMARC verification |
| Scheduled jobs | cron-job.org | Notification delivery and data retention checks every 5 minutes |
2. Availability
We aim for Give Time to be available 24 hours a day, 7 days a week. Our infrastructure providers maintain their own high-availability guarantees. In practice, we expect uptime exceeding 99.9% in any given month.
3. Planned maintenance
Most updates are deployed with zero downtime. If planned maintenance will affect availability, we will notify organisation administrators at least 48 hours in advance via email.
4. Data backup
- Automated daily database backups via Supabase
- 30-day backup retention
- Point-in-time recovery available for the last 7 days
- All data stored in EU data centres
5. Support
- Email support at hello@give-time.org
- We aim to acknowledge support requests within 48 hours on business days
- Critical issues (service outage, data breach) are treated as urgent and addressed as soon as possible
6. Security
- All data transmitted over HTTPS (TLS 1.3)
- Database connections encrypted at rest and in transit
- Row-level security (RLS) ensures users can only access their own organisation's data
- Authentication via Supabase Auth with secure session management
- Email deliverability verified with SPF, DKIM, and DMARC records