Service Level Agreement

This is a plain description of how we handle uptime and incidents for hosted and managed workloads. It is not a contractual guarantee with service credits attached. Custom projects that need a formal, numbered SLA can have one written into their engagement agreement, matched to what that specific workload actually needs and to what we can realistically commit to as a small team.

Hosted workloads are monitored for outages and errors. When something breaks, the team that built the system is the team that responds, rather than a ticket being routed through a separate operations desk. We do not currently publish a fixed response-time number for every severity of issue, because we would rather commit to a number we can reliably hit than one that sounds impressive.

If your project needs a specific, contractual response-time commitment, tell us during scoping and we will agree one in writing as part of the engagement agreement, rather than as a blanket promise published here.

Managed workloads with a database are backed up on a regular schedule. The exact frequency, retention period and recovery targets are set per workload in the engagement agreement, because a database and a static frontend do not need the same treatment.

Where maintenance requires downtime, we let you know ahead of time and schedule it outside normal business hours where possible.

For anything specific to your hosting or support arrangement, email anil@brick-software.net or use the WhatsApp.