Service Level Agreement | Botkit Studio

Service Level Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of all paid (Professional and Business tier) Botkit Studio Accounts.

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

  • Botkit Team office hours : 9:00 A.M. to 5:00 P.M. Monday – Friday US Central Time.
  • Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday US Central Time.
  • Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
  • Email assistance guaranteed within 72 hours during the business week

Typical Service Requests response time

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

  • 0-8 hours (during business hours) for issues classified as High priority.
  • Within 48 hours for issues classified as Medium priority.
  • Within 5 working days for issues classified as Low priority.

Uptime

Botkit Studio will use commercially reasonable efforts to make the Botkit Studio API available 99% of the time, 24 hours a day and 7 days a week. In the event that Botkit Studio does not meet the goal of 99% API availability in a given calendar month, you will be eligible to request a Service Credit as described below.

Service credits

Paid Botkit Studio teams can request a service credit as a result of any prolonged outage where we fail to meet the stated 99% uptime guarantee. SLA Credits are based on our monitoring, and may not exceed 10% of the total reoccuring fee in the month we failed to meet the service availability.

How to request a service credit

To apply for a Service Credit, the customer must submit a ticket via the Account Portal, or email help@botkit.ai within 30 days of the month in which the Unavailable Time occurred. The ticket must include (i) SLA Claim as the subject of the ticket; (ii) the dates and times of the Unavailable Time for which you are requesting credit; and (iii) any applicable information that documents the claimed outage.

This credit can be applied towards future Botkit Studio invoices, are forfeited at the expiration or termination of your Botkit Studio subscription, and will not be paid in cash.

Custom SLA Plans

If you team require an extended service plan in place of or in addition to the above, please contact us