SLA

Service Level Agreements for Brandkit services.

STANDARD SLA

Brandkit shall provide support services to the customer and will ensure that the Brandkit™ facility, provided to the customer, meets the service levels as set out below.

• 99% uptime during office hours: A stable and reliable facility with the facility running and customer data available, reliably with no less than 99% uptime (other than scheduled outages) 9am – 5pm Monday to Friday.
• 24 Hours notice of planned or scheduled downtime to Customer Admins for maintenance and updates that cause the Facility to be down for 15 mins or more.
• Help Desk for customer personnel and users available during usual office hours 9.00am – 5pm, Monday to Friday by phone and email.
• 4-8 hour Help Desk response time: Respond to Support Requests to the help desk within 4-8 hours during office hours and next business day after hours or on weekends.
• 24 Hour turnaround to fix serious problems/issues or advising Customer Admin(s) of any delays.
• 72 hour Disaster Recovery from complete facility failure.
• Secure storage of all customer data.
• Uptime report: A summary of system availability as a percentage of available hours published to https://twitter.com/BrandkitHQ.
• System Usage reports: Various system usage reports including a summary of user activity such as downloads, shares, and sends on the system.

This SLA may change at any time, and customers will be notified in writing and provided a minimum of 7 days notice before such changes take effect.

PRIORITY SLA

Applies to accounts on the Advanced or Enterprise plan or accounts that have explicitly paid for Priority Support.

Brandkit shall provide support services to the customer and will ensure that the Brandkit™ facility, provided to the customer, meets the service levels as set out in the table below.

• 99% uptime: A stable and reliable facility with the facility running and customer data available, reliably with no less than 99% uptime (other than scheduled outages).
• 48 Hours notice of planned or scheduled downtime to Customer Admins for maintenance and updates that cause the Facility to be down for 5 mins or more.
• Help Desk for customer personnel and users available during extended office hours 7.00am – 7pm, Monday to Friday by phone and email.
  Phone: +64 9 44 66 22 5
  Email: support@brandkit.io
• 24x7 After hours support for customer Admins available round the clock 7 days per week.
• 2-6 hour Help Desk response time: Respond to Support Requests to the help desk within 2-6 hours during office hours and next business day after hours or on weekends.
• 24 Hour turnaround to fix serious problems/issues or advising Customer Admin(s) of any delays.
• 72 hour Disaster Recovery from complete facility failure.
• Secure storage of all customer data.
• Status: You can check status here: https://twitter.com/BrandkitHQ.
• System Usage reports: Various system usage reports including a summary of user activity such as downloads, shares, and sends on the system, available on demand in the software.
• 1 hour of free remote orientation or training for Admin Users per month.
• Dedicated Account Manager: We will appoint an Account Manager to your account, who will act as your first point of contact for commercial matters related to your account.
• 1 hour of free content management: Updates to custom portal content or design elements included per calendar month.
• Optional Enterprise Backup to an independent client-owned AWS S3 storage account.

This SLA may change at any time, and customers will be notified in writing and provided a minimum of 7 days notice before such changes take effect.