Managed Services Service Level Agreement (SLA)

Uptime Guarantee: 99% per month*.

Emergency

Full unavailability: Response within 1.5 business hours.

High

Partial Unavailability or service degredation but it is still accessable and the data is in tact: Response within 3.5 business hours.

Normal

Strange behavior or minor issues but the instance is in good health: Response within 8 business hours.


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.

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.



* Uptime guarantee is for unplanned outages that are within the control of BitBlue Software. Outages caused by external provider (Internet, Power, etc.) do not fall within the SLA window. Planned outages up to 1 day per month do not count against the Uptime Guarantee