“Uptime” refers to the period of time when Biings is up and running.
We track uptime by using server monitoring software to look at results from ping tests of our application server and its TCP ports. Any changes to Biings’ uptime are immediately shown on our status page.
Our team is working so that we won’t find ourselves in that situation. But stuff happens, so if our uptime drops below 99.5%, we will provide an automatic credit on your next billing cycle.
For any period of time where an outage exceeds 24 hours, we’ll credit your account according to the daily rate you pay us for use of Biings. You can always check up on us here.
If you are experiencing any technical or business issue with your Biings account, you can write to [email protected]. We process requests from Monday to Friday between 8am and 5pm (CET).
For each subscription year a quota of support hours is allocated to your account. We credit your account with 1 hour for every CHF 1'000 of subscription.
Your quota is not affected when you write to us about a bug or a general issue related to Biings or its services. Only support hours deriving from a request specific to your account are deducted from your quota.
In the most extraordinary circumstance your quota would approach exhaustion, we will keep you informed way ahead and by writing.
We respond to support requests as soon as reasonably possible and in accordance with the severity of your request. You will find below our initial response time for each level of severity.
| Severity Level | Cloud | On-premises |
|---|---|---|
| Production Application Down | 1 Hour | 4 Hours |
| Serious Degradation | 4 Hours | 1 Business Day |
| Moderate Impact | 1 Business Day | 2 Business Days |
| Limited Impact | 2 Business Days | 3 Business Days |
| Severity Level | Definition |
|---|---|
| Production Application Down | Production application down or major malfunction affecting all users. |
| Serious Degradation | Serious degradation of application functionality or performance. A high number of users are affected. |
| Moderate Impact | Application issue with a moderate impact on business processes. A small number of users are affected. |
| Limited Impact | Issue or question with a limited impact on business processes. One or very few users are affected. |
Biings may update this SLA once in a blue moon — we’ll notify you about significant changes by emailing the account owner.
Please get in touch with us if you have any questions, we’ll be happy to answer them!
Last updated: February 2, 2023