AnmeldenPrüfung beantragenWeitere InformationenE-Signatur steht ausUnterschreibenAblehnenDetails ansehenLabel prüfenKein SpamEndgültig entfernenKein SpamSeite/3Wird geladen…{"id": "15FqUOTkG_HsyOfzTBz_R_Yxv5SqZosEE", "title": "Botpress – Service Level Agreement.pdf", "mimeType": "application\/pdf"}Seite 1 von 3<p>Botpress Service Level Agreement (SLA)
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<p>Last updated: 2023-07-19
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<p>This Service Level Agreement is only applicable to Botpress Customers who have
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<p>subscribed to an Enterprise Plan.
To subscribe to an Enterprise Plan, contact our Sales Team.
</p>
<p>1.
Support Availability
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<p>Technical Support is available by email and through Botpress Customer Support Portal
</p>
<p>during Business Hours.
No technical support is available by telephone.
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<p>a) Support request received out of office hours will be handled the next
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<p>business day
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<p>b) Email support is monitored during Business Hours.
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<p>c) Emails received outside of Business Hours will be collected, but may not be
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<p>acted upon until the next Business Day.
</p>
<p>2.
Technical Support
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<p>Development Support
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<p>Support for bot development and bots not currently in a production setting or being used
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<p>by end users.
It covers bugs and issues faced by Authorized Users when using the
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<p>product with the goal of creating, modifying or deploying a bot.
</p>
<p>Production Support
</p>
<p>Support for bots that are currently being used by end users in a production setting.
It
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<p>covers bugs and issues impacting the availability or good usage of a deployed
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<p>production bot by End Chat Users.
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<p>Development Support
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<p>Response Time
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<p>Production Support
</p>
<p>Response Time
</p>
<p>Standard Support — SLA
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<p>Level 3 Incident 4 Business Days 8 Business Hours
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<p>Level 2 Incident 3 Business Days 4 Business Hours
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<p>Level 1 Incident 2 Business Days 2 Business Hours
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<p>Available by email from 9 AM to 5 PM Eastern Standard Time (EST)
</p>Seite 2 von 3<p>Premium Support — SLA
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<p>Level 3 Incident 3 Business Days 8 Hours
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<p>Level 2 Incident 2 Business Days 4 Hours
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<p>Level 1 Incident 1 Business Day 2 Hours
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<p>Available by email and customer support portal 24/7
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<p>Level 3 Incident: Incident that degrades usage of the product
</p>
<p>Level 2 Incident: Incident that prevents non-critical usage of the product
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<p>Level 1 Incident: Incident that completely prevents product usage
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<p>Botpress cannot guarantee a resolution time for any type of incident.
</p>
<p>3.
Uptime Targets
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<p>Uptime target: 99.8%
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<p>Uptime is evaluated over monthly periods.
Any downtime (other than Excused
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<p>Downtime) over 1h28min during a given month means the uptime target was not
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<p>reached.
</p>
<p>4.
Service Credits
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<p>If Botpress fails to satisfy the foregoing SLA in any month with respect to the Software
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<p>Services for reasons other than an “Excused Downtime” as listed below, Customer will
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<p>be entitled to receive, as its sole and exclusive remedy and Botpress’ sole and entire
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<p>aggregate liability, a service credit based on the fees for the affected Service equal to the
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<p>amount outlined below:
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<p>Availability Percentage Service Credit
</p>
<p>Above Target N/A
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<p>Between 99.8% and
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<p>99.5%
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<p>5%
</p>
<p>Between 99.5% and
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<p>99.0%
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<p>10%
</p>Seite 3 von 3<p>Between 99.0% and
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<p>98.0%
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<p>20%
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<p>Less than 98.0% 25%
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<p>For each time during a given month where Botpress fails to meet the target response
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<p>time, Customer shall be entitled to a service Credit of 5%, up to a maximum of 25%.
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<p>Service Credit will be applied to future Usage Fees.
To request a service credit,
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<p>Customer must deliver a written request to Botpress within 30 days of the end of the
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<p>calendar month in which the SLA event occurs, failing which the Customer forgoes its
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<p>right to claim the credit.
In no event shall Customer’s total credit in a month exceed 50%
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<p>of the monthly charges for the affected services.
</p>
<p>No credit will be deemed to accrue for any failure to satisfy this SLA relating to any of the
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<p>following “Excused Downtime” events (as reasonably determined by Botpress):
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<p>a) Customer-initiated changes affecting the Software Services, whether
</p>
<p>implemented by Customer or Botpress on behalf of Customer.
</p>
<p>b) Unavailability of the OpenAI API or another third-party service.
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<p>c) a violation of the Terms of Service or Acceptable Use Policies by the
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<p>Customer.
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<p>d) a force majeure event.
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<p>e) Malicious Code.
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<p>f) any scheduled maintenance announced at least 48 hours in advance, up to
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<p>an accumulated total of 4 hours per month.
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<p>g) any emergency maintenance announced at least 60 minutes in advance, up
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<p>to an accumulated total of 2 hours per month.
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