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Service Level Agreement

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Service Level Agreement

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POLICIES AND TERMS

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Support Levels

SUPPORT LEVELS

Support Plan Feature	Standard
Web-based Support

3am

8am - 5pm Pacific
Technical Contacts*	2
Answers Community Support

* Number of license technical contacts that may contact Brikit Support.

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Tip

The following SLAs apply to all commercial and academic license holders with current support contracts.

While Brikit attempts to respond to all issues in a timely manner, critical issues take priority. (i.e. issues that hurt our customers' production applications: Level 1, Level 2) take priority. "Production" is defined as an instance of Atlassian software with Brikit add-ons that are actively used by the customer's business.)

We make our best effort to respond within the times shown, we cannot guarantee response times for standard product support.

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Level of Severity	Description of Severity	Response Goal
Level 1	Production application down or major malfunction resulting in majority of users unable to perform their normal functions.	4 hours
Level 2	Critical loss of application functionality or performance resulting in high number of users unable to perform their normal functions.	8 hours
Level 3	Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions.	24 hours
Level 4	Minor loss of application functionality or product feature question.	48 hours

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