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 the Enterprise plan and exclude beta features.
| Severity | Standard | Premium |
|---|---|---|
| Urgent (Your Bytebase instance is completely unusable) | 2h (24x5 Monday - Friday) | 1h (24x5 Monday - Friday) |
| High (Important features unavailable or extremely slow; No acceptable workaround) | 4h (24x5 Monday - Friday) | 2h (24x5 Monday - Friday) |
| Medium (Important features unavailable or somewhat slowed, but a workaround is available) | 16h (8x5 Monday - Friday) | 8h (8x5 Monday - Friday) |
| Low (Questions or clarifications around features with minimal or no business impact) | 2d (8x5 Monday - Friday) | 1d (8x5 Monday - Friday) |
- Initial Response: Acknowledgment or preliminary assistance to customer inquiries.
- 24x5: Support services available 24 hours a day, Monday through Friday, Pacific Time (PT), excluding public holidays observed in the United States.
- 8x5: Support services available from 9:00 AM to 5:00 PM, Monday through Friday, Pacific Time (PT), excluding public holidays observed in the United States.
