1. Overview
This Service Level Agreement (SLA) defines the service commitments BizwellSolution makes to our customers. Our SLA varies by subscription tier to provide appropriate service levels for different business needs.
2. Uptime Guarantees
Starter Plan
- Uptime Guarantee: 99.5% monthly uptime
- Planned Maintenance: Up to 4 hours per month with 48-hour notice
- Maximum Downtime: 3.6 hours per month
Growth Plan
- Uptime Guarantee: 99.7% monthly uptime
- Planned Maintenance: Up to 2 hours per month with 72-hour notice
- Maximum Downtime: 2.2 hours per month
Enterprise Plan
- Uptime Guarantee: 99.9% monthly uptime
- Planned Maintenance: Up to 1 hour per month with 1-week notice
- Maximum Downtime: 43 minutes per month
- High Availability: Redundant infrastructure and failover systems
3. Support Response Times
| Priority Level | Starter | Growth | Enterprise |
|---|
Critical
Service down, major impact | 4 hours | 2 hours | 1 hour |
High
Significant functionality impaired | 8 hours | 4 hours | 2 hours |
Medium
Minor functionality affected | 24 hours | 8 hours | 4 hours |
Low
General questions, feature requests | 48 hours | 24 hours | 12 hours |
Note: Response times are measured during business hours (9 AM - 6 PM PT, Monday-Friday) for Starter and Growth plans. Enterprise customers receive 24/7 support.
4. Support Channels
Starter Plan
- Email support
- Support ticket system
- Knowledge base access
- AI chatbot assistance
Growth Plan
- All Starter channels, plus:
- Live chat support (business hours)
- Phone support (business hours)
- Priority ticket queue
- Video call support for complex issues
Enterprise Plan
- All Growth channels, plus:
- 24/7 phone and live chat support
- Dedicated account manager
- Direct engineer escalation
- Scheduled strategy calls
- Emergency hotline
5. Service Credits
If we fail to meet our uptime guarantee, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|
| 99.0% - 99.5% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To claim service credits: Submit a request within 30 days of the incident with details of the downtime. Credits are applied to future invoices and are not redeemable for cash.
6. Monitoring and Reporting
- 24/7 automated monitoring of all critical systems
- Real-time status page available at status.bizwellsolution.com
- Proactive alerts for potential issues
- Monthly uptime reports provided to all customers
- Quarterly business reviews for Enterprise customers
7. Incident Management
7.1 Incident Response Process
- Detection and acknowledgment within 15 minutes
- Initial assessment and priority assignment
- Customer notification via email and status page
- Investigation and resolution by engineering team
- Regular status updates every 30-60 minutes
- Post-incident report within 48 hours
7.2 Escalation Path
Critical issues are automatically escalated to senior engineers and management. Enterprise customers have direct access to escalation contacts.
8. Maintenance Windows
- Scheduled maintenance is performed during off-peak hours (typically 2-6 AM PT)
- Emergency maintenance may be performed with minimal notice
- Customers are notified via email and status page
- Maintenance windows do not count against uptime guarantees
9. Security and Compliance
- SOC 2 Type II compliance (in progress)
- HIPAA compliance available for Enterprise customers
- Regular security audits and penetration testing
- Encrypted data in transit and at rest
- Regular backup and disaster recovery testing
10. Exclusions
This SLA does not apply to:
- Issues caused by factors outside our control (internet outages, DDoS attacks)
- Scheduled maintenance windows
- Customer's own infrastructure or applications
- Third-party services (domain registrars, payment processors)
- Beta or preview features
- Service suspension due to non-payment or terms violation
11. SLA Review and Updates
We review and update this SLA annually or as needed to reflect service improvements. Material changes will be communicated to customers with 30 days' notice.
12. Contact Information
For questions about our SLA or to report service issues:
Support Email: support@bizwellsolution.com
Emergency Hotline (Enterprise): +1 (555) 123-9999
Status Page: status.bizwellsolution.com
General Inquiries: +1 (555) 123-4567