Service Level Agreement
Bytebase offers 24x5 support bound by the SLA times listed below for our Enterprise plan customers. The SLA times listed are the time frames in which you can expect the first response. Bytebase Support will make a best effort to resolve any issues to your satisfaction as quickly as possible. However, the SLA times are not to be considered as an expected time-to-resolution.
|Severity||First Response time||Support Availability|
|Emergency (Your Bytebase instance is completely unusable)||Within 2 business hours of becoming aware of the issue||24x5 (Monday - Friday)|
|Highly Degraded (Important features unavailable or extremely slow; No acceptable workaround)||Within 4 business hours of becoming aware of the issue||24x5 (Monday - Friday)|
|Medium Impact||Within 8 business hours of becoming aware of the issue||8x5 (Monday - Friday)|
|Low Impact||Within 2 business days of becoming aware of the issue||8x5 (Monday - Friday)|
Note: The SLAs apply to generally available products and exclude beta features.
Note: Premium support / enhanced SLAs are available as an add-on for our Enterprise plans.
Note: The business hours which, due to 24x5, are defined as: Monday 9am PST - Friday 5pm PST. The business hours which, due to 8x5, are defined as: 9am PST - 5pm PST weekday.