Service Level Agreement

Overview

This Service Level Agreement ("SLA") describes our uptime commitment for the DashboardFox cloud-hosted platform, how we handle incidents and scheduled maintenance, what support you can expect, and how service credits work when we fall short.

This SLA applies to paid subscriptions on active Starter, Growth, Scale, and Enterprise plans. It does not apply to free trials.

Uptime commitment

We commit to 99.5% monthly uptime for the DashboardFox management portal (my.dashboardfox.app / my-eu.dashboardfox.app) and customer workspace applications ([slug].dashboardfox.app and custom domains).

Uptime is calculated as the percentage of minutes in a calendar month during which the Service is available, excluding the periods described in Exclusions below. We use our monitoring infrastructure (Better Stack) as the source of record for uptime calculations.

Exclusions

The following are excluded from uptime calculations and do not count as downtime for the purposes of this SLA:

• Scheduled maintenance — periods of planned maintenance for which advance notice has been given, as described below
• Customer-caused issues — unavailability resulting from your own actions, including misconfigured database credentials, firewall rules blocking DashboardFox, or changes made within your workspace
• Third-party provider outages — unavailability caused by infrastructure or service failures outside our direct control, including Cloudflare, OVH Cloud, Hetzner, or internet backbone issues
• Force majeure — events beyond our reasonable control, including natural disasters, war, government action, or widespread internet disruption
• Free trials — trial accounts are not covered by this SLA

Scheduled maintenance

We perform scheduled maintenance periodically to apply updates, security patches, and infrastructure improvements. We will post notice to the status page at least 48 hours in advance of any maintenance window that is expected to cause service disruption. For significant planned maintenance, we aim to provide at least 7 days' notice.

We schedule maintenance during low-traffic periods wherever possible. Maintenance windows are excluded from uptime calculations provided advance notice was given.

Emergency maintenance — for example, applying a critical security patch — may be performed without advance notice. We will post to the status page as soon as the emergency window begins and provide a post-incident summary once complete.

Incident communication

When an incident affects service availability or performance, we communicate through our public status page at status.dashboardfox.com. You can subscribe to status updates directly from that page.

Service credits

If we fail to meet the 99.5% monthly uptime commitment in a given calendar month, affected customers on paid plans may request a service credit.

Credits are calculated as a percentage of your monthly plan fee for the affected month:

Credits are only available to customers whose accounts are in good standing (paid and not in breach of the Terms of Service or Acceptable Use Policy). Credits do not apply to downtime excluded under Exclusions above. Service credits are your sole remedy for uptime failures — we do not issue refunds for SLA shortfalls.

Support

We offer several ways to get help with DashboardFox. We're a small team and we tend to respond faster than the targets below — but these are the windows and timeframes we commit to.

Support hours

Monday–Friday, 9am–6pm ET, excluding US federal holidays. These are the hours during which our committed response times apply. We often respond outside these hours and you shouldn't be surprised to hear from us on evenings or weekends — but we don't promise it.

How to reach us

• HelpHub (in-app) — The HelpHub widget inside your management portal is the fastest way to get help. You can submit a support ticket, search our knowledge base, or chat with our AI assistant. If you're on the Scale plan or have more than two paid workspaces, live chat with a team member becomes available after a short AI triage — otherwise the AI will route you to a support ticket.
• Email — team@dashboardfox.com. Use this for billing questions, security concerns, or anything you'd prefer to keep out of a ticket system.
• Community forum — support.dashboardfox.com. Free for all customers and trial users. Search existing answers, post questions, and see what other users have solved. No guaranteed response time, but we actively moderate and reply.

Support response times

Response time targets apply to tickets and emails received during support hours. A "response" means an acknowledgment from a team member — not necessarily a full resolution.

For Critical issues, we will make reasonable efforts to respond outside business hours even though no formal SLA applies — if you're experiencing a full outage, email team@dashboardfox.com with "CRITICAL" in the subject line.

Priority levels are assigned by our team based on actual impact. We'll let you know if we reclassify your ticket and why.

Who support is for

Support from 5000fish is available to agency owners and agency team members — users who have access to the DashboardFox management portal. This is the authorized support relationship.

Workspace end users — users who access DashboardFox through a customer workspace but not through the management portal — are supported by the agency that operates their workspace, not by 5000fish directly. If a workspace user contacts us, we will help where we reasonably can, but we have no SLA commitment to them and we cannot take actions on their account without authorization from the agency owner.

Agency owners are responsible for first-line support to their workspace users. Many common workspace user requests — resetting a password, enabling a feature, changing a permission — require an action by the workspace admin. We will tell users what needs to happen and who needs to do it, but we will not bypass the admin layer to resolve it on their behalf.

Administrative access authorization

If resolving a support issue requires us to log in to your workspace or make a change to your account configuration, we will ask for explicit written authorization from the agency owner before doing so. We do not access accounts on the request of team members or workspace users alone. Every authorized access event is recorded in our audit logs.

Password resets

Management portal (my.dashboardfox.app / my-eu.dashboardfox.app): Self-service password reset is available on the login page — support does not need to be involved. Agency owners can also restore the original workspace admin account from within the management portal; this recreates the account if it was deleted and resets the password, allowing the original workspace admin to regain access.

Workspace level (your workspace URL): There is no self-service password reset at the workspace level. Workspace users who are locked out must contact their workspace administrator, who can reset passwords from within the workspace user management settings. If the workspace administrator is locked out, the path is through the management portal restore function described above. Support cannot reset workspace-level passwords.

Subscription and billing access

When access is suspended due to an expired trial, failed payment, or subscription lapse, access can only be restored by a user with the billing admin role resolving the issue from within the management portal's subscription and billing area. Support cannot restore access on your behalf, override a suspension, or process payments outside the portal. If you are unsure who holds the billing admin role on your account, contact team@dashboardfox.com and we will help you identify the right person.

Backup restores

If you need to restore a workspace from a backup — for example, after accidental deletion of reports or configuration — contact team@dashboardfox.com with the subject line "Backup Restore Request". Restores require written authorization from the agency owner. We will confirm the available restore points (up to 7 rolling days) and what each contains before proceeding. Restore requests outside the 7-day backup window cannot be fulfilled.

We are building self-service backup restore into the management portal. When available, this will allow agency owners to restore directly without contacting support — this policy will be updated at that time.

Support versus professional services

Support covers issues with the platform itself — bugs, errors, unexpected behavior, configuration questions, and how-to guidance on existing features. The following fall outside support scope and are handled as professional services engagements:

• Building reports, dashboards, or data models for you
• Custom development or code written to your specific requirements
• Implementation assistance beyond standard onboarding guidance
• Training sessions for your team or your clients
• Architectural guidance for complex multi-tenant or embedded deployments

If your request falls into professional services territory, we will let you know and discuss options. Contact team@dashboardfox.com to discuss a professional services engagement.

What's outside our scope

We'll always try to help point you in the right direction, but there are categories of issues we can assist with but cannot own the resolution of:

• Your database or data source — connection issues, query performance problems, firewall rules, SSL certificate errors on your database server, and similar are outside our infrastructure. We can help you diagnose and suggest fixes, but resolution is on your side.
• Third-party API or data source issues — if an API you're pulling data from is down or returning unexpected data, we'll help you identify the problem but resolution requires action by that third party or by you.
• Network and firewall configuration — if your organisation's network is blocking DashboardFox, we can provide our IP ranges and connection requirements, but the fix is within your infrastructure.
• Custom code and professional services — if your question requires building custom reports, designing data models, or developing specific configurations for your environment, that falls under professional services. Contact team@dashboardfox.com to discuss.

We won't close a ticket just because the root cause is outside our scope — we'll work with you until you have a clear path to resolution, whether that's a fix on our side, a workaround, or a handoff to the right vendor.