Service Level Agreement (SLA)

Last updated About 1 month ago

Availability:

The BI Book Service will maintain an uptime availability of 99%, measured monthly.

Scheduled Maintenance:

Scheduled maintenance windows will occur with at least 72 hours advance notice, typically during off-peak hours.

Incident Response:

Critical Issues: Response within 2 hours; and resolutions within 12 hours.
High Priority Issues: Response within 4 hours; resolution within 24 hours.
Normal Priority Issues: Response within 24 hours; resolution within 2 days.
In addition we have in our internal code of conduct as a policy to strive to reply to the End-users within 24 hours.

Exclusions:

The SLA does not cover downtime resulting from:

Informing of issues:

We will notify customer representatives of ongoing issues on the login page, and through banners or notifications in our platform to admin users.

Specifications:

The incident categorization must be clearly stipulated in the message, although we withhold the right to recategorize.
High and Normal incidents are to be sent to support@bibook.com by an admin with access to the environment.
In addition to our support team, all Critical requests must be made to +358 44 272 3224.
If no response to the initial request is made within 24 hours, the customer representative should reach out to your representative to ensure the message has been received.
All times, hours and days are stated as business hours between 0800-1600 EET.
The customer representative that reaches out should be an admin of the affected environment.
By monthly measurements we mean a rolling 30 days measurement period.

Penalties:

In the event that the SLA terms are not met, the following penalties apply:

Uptime below 99% but above 98%: A service credit equal to 10% of the monthly fee will be applied.
Uptime below 98%: A service credit equal to 20% of the monthly fee will be applied.
Service credits will be applied against future invoices.