Légal / SLA
For Enterprise Accounts
Thousands of managers and HRs rely on Biings. Just like you, Biings is our company's absence and social climate management platform. It's where we keep up with everyone's time-offs, know who returns to work on Monday, monitor the wellbeing of our teams, coordinate on long-term cases and, sometimes, claim an absence or accident to our insurance. That's why we provide a support service and guarantee 99.5% yearly uptime to companies using Biings and with whom a data integration is in place.
“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.
If you have a question or are experiencing any issue with your Biings account, you can write to support@biings.com or contact our team directly within Biings or from this 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.
| 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!