Service Level Agreement

This is a summary of how our service levels work for hosted and managed workloads, so you know what you are getting before you ask for a quote. The binding version is the SLA schedule attached to your hosting or support agreement, and where the two differ, that schedule governs.

Hosted workloads carry a 99.9% monthly availability commitment, measured at the access point serving your traffic. That allows roughly 43 minutes of unplanned downtime per month.

Planned maintenance is announced at least five business days ahead, scheduled inside an agreed window, and does not count against the commitment. Neither does downtime caused by your own code or configuration, or by events outside our control.

Every access point is monitored around the clock. Response time is the time from a ticket being raised, or an alert firing, to an engineer picking it up, not the time to a fix, which depends on the fault.

Managed workloads are backed up daily and retained for 30 days, with restores tested on a schedule rather than assumed to work. Recovery point and recovery time objectives are set per workload in your agreement, because a database and a static frontend do not need the same numbers.

Every account has a named engineer and a documented escalation path to the operations lead. If we miss the availability commitment in a given month, service credits are applied against the following month's invoice on the scale set out in your agreement. You do not have to ask for them; we apply them when our own monitoring shows the miss.

For the binding schedule, including the credit scale and the exact measurement method, email anil@brick-software.net, call +1 (505) 709-9556, or request a quote.