“Uptime” refers to the period of time when Biings is up and running. We make our uptime public here.
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 under our SLA to our Enterprise customers on their 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. That is the full limit of our liability under this SLA.
We track uptime by using server monitoring software to look at results from ping tests, web server tests, TCP port tests, and website tests. Any changes to Biings’ uptime are immediately shown on our Status page.
We respond to support requests as soon as reasonably possible – between 9am and 5pm (CET) – and in accordance with the severity of your request. You will find below our initial response time for each level of severity.
|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|
Production Application Down
Production application down or major malfunction affecting all users.
Serious degradation of application functionality or performance. A high number of users are affected.
Application issue with a moderate impact on business processes. A small number of users are affected.
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!