1. Applicability
These Support Terms apply to Customer’s subscription to the Services under the Enterprise plan and exclude beta features. A premium SLA with faster response times is available as an Enterprise add-on.
2. Support Efforts
Company will use commercially reasonable efforts to respond to and resolve support inquiries relating to the Services. The response times set forth in Section 3 are the time frames within which Customer can expect the first response to a support inquiry; they do not constitute a commitment as to time-to-resolution.
3. Service Levels
For purposes of these Support Terms:
“Initial Response” means acknowledgment or preliminary assistance to a support inquiry, measured from Company’s receipt of the inquiry.
“24x5” means support services available 24 hours a day, Monday through Friday, Pacific Time, excluding public holidays observed in the United States.
“8x5” means support services available from 9:00 AM to 5:00 PM, Monday through Friday, Pacific Time, excluding public holidays observed in the United States.
| Severity | Initial Response |
|---|---|
| Urgent (Customer’s Bytebase workspace is completely unusable) | Within 2 hours (24x5) |
| High (Important features unavailable or extremely slow; no acceptable workaround) | Within 4 hours (24x5) |
| Medium (Important features unavailable or somewhat slowed, but a workaround is available) | Within 16 hours (8x5) |
| Low (Questions or clarifications with minimal or no business impact) | Within 2 business days (8x5) |