Service Level Agreement (SLA)

Emergency

One of our plugins has caused catastrophic damage to your instance: Response within 1.5 business hours.

High

One of our plugins is causing degraded performance to an instance, but it is still accessable and the data is in tact: Response within 3.5 business hours.

Normal

One of our plugins is causing contained odd behavior or contained issues but the instance is in good health: Response within 8 business hours.

Bug

One of our plugins has an issue and you've been kind enough to report it: Response within 5 business days.


Note: BitBlue Software has limited staff, in the event of high ticket submission we may be delayed. However know that we are doing our best to triage the situation.