Service Level Agreement: BitHive Reporting Desk
This Service Level Agreement forms part of the contract under the Terms of Service of BitHive UG (haftungsbeschränkt). Version 1.1 · September 2026 · Replaces version 1.0 (change: language clause).
1. Availability
1.1 BitHive provides the web application and the API of the Service with an availability of 99.5% per calendar month.
1.2 Availability is measured by external monitoring that checks the web application and the API at least every minute from outside BitHive's infrastructure. The Service counts as unavailable for a minute if neither the login page nor the API health endpoint responds correctly.
1.3 The following do not count as unavailability:
- scheduled maintenance of up to four hours per calendar month, announced at least 48 hours in advance and carried out where possible between 22:00 and 06:00 Berlin time;
- urgent maintenance to close a security vulnerability, which BitHive announces as early as possible;
- disruptions caused by the Customer, by use contrary to the contract, or by events outside BitHive's control (force majeure, disruptions of the public internet).
1.4 Notifications about actively exploited vulnerabilities are processed by independent background processes. BitHive aims to send them within two hours after the exploitation information has been published in one of the sources named in the documentation. This is a target value, not a guaranteed deadline.
2. Service credits
2.1 If availability in a calendar month falls below the agreed value, the Customer receives a credit on the fee for that month:
| Availability in the month | Credit |
|---|---|
| below 99.5% | 5% of the monthly fee |
| below 99.0% | 10% of the monthly fee |
| below 95.0% | 25% of the monthly fee |
2.2 The Customer must claim the credit in text form within 30 days after the end of the month concerned. Credits are offset against the next invoice; for annual plans, one twelfth of the annual fee is used as the monthly fee.
2.3 Credits are offset against any claims for damages arising from the same unavailability. Statutory rights, in particular the reduction of fees for defects, remain unaffected.
3. Support
3.1 Support is provided by e-mail to contact@bithive-it.com on business days (Monday to Friday, excluding public holidays in Berlin) from 09:00 to 17:00 Berlin time.
3.2 BitHive responds to support requests within the following times during support hours:
| Plan | First response |
|---|---|
| Starter | 2 business days |
| Team | 1 business day |
| Portfolio | 4 business hours |
| Enterprise | as agreed individually |
3.3 Reports of a complete outage of the Service are processed with priority, regardless of the plan.
4. Status information
BitHive publishes information on disruptions and scheduled maintenance on a status page that is operated independently of the Service's own infrastructure.
This Agreement exists in a German and an English version. In the event of discrepancies, the German version prevails.
Refund Policy: BitHive Reporting Desk
BitHive UG (haftungsbeschränkt) offers the Service exclusively to businesses. There is therefore no statutory right of withdrawal. The money-back guarantee below is a voluntary commitment. Version 1.1 · September 2026 · Replaces version 1.0 (changes: no statutory right of withdrawal, language clause).
1. Money-back guarantee for new customers
If the Customer is not satisfied with a newly booked paid plan, it can terminate within 30 days of its first payment by e-mail to contact@bithive-it.com and receives the full first payment back. This applies once per customer and not to renewals, plan upgrades or individually agreed services such as onboarding packages.
2. Cancellation
Subscriptions can be cancelled at any time in accordance with the Terms of Service, effective at the end of the current billing period. The Service remains available until then. Fees already paid for the current billing period are not refunded, except in the cases below.
3. Refunds in other cases
- If BitHive discontinues the Service or terminates the contract without good cause attributable to the Customer, BitHive refunds prepaid fees for the period after the end of the contract on a pro-rata basis.
- If the Customer terminates because of a fee increase or an amendment to the Terms, BitHive refunds prepaid fees for the period after the termination takes effect on a pro-rata basis.
- Statutory rights, in particular in the event of defects, remain unaffected.
4. Processing
Refunds are made using the original payment method within 14 days of confirmation. Where a payment service provider acts as reseller, its refund procedure applies in addition.
This Policy exists in a German and an English version. In the event of discrepancies, the German version prevails.