Service Level Agreement
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. The SLAs apply to generally available products and exclude beta features. Premium support / enhanced SLAs are available as an add-on for our Enterprise plans.
| 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) |
- Business Hours: Defined as 8:00 AM to 5:00 PM Pacific Time (PT), Monday through Friday, excluding public holidays observed in the United States.
- 24x5 Support: Refers to support services available 24 hours a day, Monday through Friday Pacific Time (PT), excluding public holidays observed in the United States.
- 8x5 Support: Refers to support services available during Business Hours.
