Service levels and support · version 1.0
Archived version 1.0, superseded on 18 October 2026.
Published 1.0 · 2026-09-18
Effective date: 18 September 2026
Part of the Terms of Service.
1. What is promised, and what is measured first
WebCrew is pre-launch. This policy states targets we will publish as measurements once they exist, and support commitments that apply from day one. Where a number is a target rather than a measurement, it says so — the trust centre shows the measured values as they accumulate.
2. Support
| Plan | Channel | First-response target |
|---|---|---|
| Free | Documentation and community | None promised |
| WebCrew (€1.95) | Email (service@webcrew.ai) | Two business days |
| Add-on: incident response | See §5 | Per incident class |
Business days are Monday–Friday, Netherlands business hours, Europe/Amsterdam. "First response" is a human reading and answering, not an autoresponder.
3. Service availability
Target availability for the dashboard, API and MCP endpoint: 99.5% monthly, excluding announced maintenance windows. This is a target until three months of measured uptime exist; the status page shows the measurement and its history from the moment measurement starts, and no history is backfilled.
The service degrades safely: if the platform is unavailable, your websites keep running — WebCrew operates them; it does not host them. Scheduled work resumes when the platform returns, inside the next maintenance window.
4. Data protection commitments
- Backups: per-plan daily encrypted backups with the published retention. Restore is available to you in the product. Restore drills and measured RPO/RTO figures publish to the trust centre as they accumulate (the backup-DR packet defines the drill cadence; offsite replication activates with the storage subscription).
- Rollback: every safe update carries its own restore point; failed health checks roll back automatically.
5. Incidents
Incident classes and responses:
| Class | Definition | Response |
|---|---|---|
| P1 | The platform is down or executing incorrectly against customer sites | Work starts immediately on detection; status page updated within 60 minutes |
| P2 | A capability is broken with no workaround | Work starts same business day |
| P3 | Degraded or cosmetic | Prioritised in the normal release flow |
Security incidents follow the Incident Response Plan, including the DPA's 48-hour customer notification commitment for personal data breaches.
6. Maintenance
Planned maintenance is announced at least 48 hours ahead on the status page and scheduled outside Netherlands business hours where possible.
7. Service credits
No service credits are offered: at €1.95 per site per month, a credit below €2/site/month would cost more to administer than it returns. Instead, where availability falls below the §3 target for two consecutive months, that is a material breach for the purposes of clause 10.3 of the Terms, and you may terminate the affected subscription with immediate effect.