Service Level Agreement

At PimLayer, we believe in transparency, accountability, and delivering a reliable experience to our users. While we are growing rapidly, we are committed to providing high levels of availability, responsiveness, and performance.
Below is an overview of the service levels we currently guarantee. - Version January 2025

01. SUPPORT COMMITMENTS

We provide customer support during Belgian business hours (Monday–Friday, 9:00–17:00 CET), excluding public holidays.

INITIAL RESPONSE TIME

For all inquiries submitted via the HELPDESK email address or through our ticketing system:
  • Guaranteed initial response time: within 4 business hours

INCIDENT ESCALATION

We follow a tiered escalation procedure for urgent issues, aiming for resolution or meaningful updates within:
  • High priority incidents: 12 business hours
  • Medium priority incidents: 48 business hours

02. AVAILABILITY

We host our platform on reliable cloud infrastructure (Amazon Frankfurt a.o.) and actively monitor service health to minimize disruptions.

UPTIME GUARANTEE

  • Monthly uptime: ≥ 99.5%
This excludes scheduled maintenance windows, which are communicated at least 24 hours in advance.

SCHEDULED MAINTENANCE

  • Performed during low-usage hours with prior notification
  • Duration kept to a minimum (typically <1 hour)

03. PERFORMANCE METRICS

We continuously optimize our infrastructure to ensure responsive user interactions. Our current targets are as follows:

USER INTERFACE PIMLAYER

Product page load time
  • Average load time: ≤ 600ms
Search response time in the app
  • Average response time: ≤ 500ms

API PERFORMANCE

Single product lookup (/api/product/{id})
  • Average response time: ≤ 300ms
Search endpoint (/api/search)
  • Average response time: ≤ 800ms
Performance is measured server-side under normal load. Results may vary depending on client network or data complexity

04. DATA SECURITY & BACKUPS

Your product data is critical — and we treat it as such.

AUTOMATED BACKUPS

  • We create full (database snapshots) every 24 hours
  • Retention: 7 days

DATA STORAGE

  • Hosted on AWS (and BACKBLAZE in some cases) infrastructure, with redundancy and encryption at rest.

DISASTER RECOVERY

  • In the event of critical failure, full environment recovery is possible within 24 hours.

05. SERVICE MONITORING & REPORTING

We monitor all key system metrics and proactively detect anomalies.

MONITORING COVERAGE

  • Includes uptime, API performance, database health, and queue latency.

INCIDENT REPORTING

  • If a service-impacting issue occurs, customers are informed within 2 business hours, including estimated resolution time.
Loading...