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SLA - Service Level Agreements
Brandkit offers two service level agreements dependent on your Account Edition (aka Plan).
Definitions
- Business hours
- 08:00–19:00 NZT Monday–Friday, Pacific/Auckland ((20:00–07:00 UTC)) time (excluding public holidays), unless stated otherwise.
- Downtime
- The time when the production service is unavailable to all users due to a fault in Brandkit systems. Downtime does not include Excluded Events.
- Excluded Events
- Issues caused by Customer systems or actions; Customer network or Internet connectivity; force majeure; third-party service or network failures outside Brandkit’s reasonable control; beta or sandbox features; actions requested by the Customer; or Permitted Maintenance.
- Monthly Uptime Percentage (MUP)
- 1 − (Total Downtime ÷ Total Minutes in Month), expressed as a percentage, measured 24×7 and excluding Permitted Maintenance and Excluded Events.
- Permitted Maintenance
- The weekly maintenance window defined in these SLAs.
- RTO (Recovery Time Objective)
-
The maximum amount of time it should take to restore the service after an outage or disaster.
Example: If RTO is 24 hours, Brandkit commits to restoring service within 24 hours of a major failure.
- RPO (Recovery Point Objective)
-
The maximum acceptable amount of data loss, measured in time, that may occur in the event of a disaster.
Example: If RPO is 1 hour, backups are frequent enough that you would lose at most 1 hour of data.
- Security Breach
- A confirmed breach resulting in the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to Customer Personal Data.
- Response vs. Resolution
-
Response means a human acknowledges the issue and begins triage.
Resolution means the service is restored or a viable workaround is provided.
- Status Page
- brandkit.appsignal-status.com
Brandkit Standard SLA
Applies to Guidelines, Team, Pro Edition accounts.
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.
Scope
Brandkit will provide support services to the Customer and will ensure the Brandkit facility meets the service levels below.
Availability
- Monthly Uptime Percentage (MUP): 99% measured 24×7 per calendar month.
- Formula: MUP = 1 − (Total Downtime ÷ Total Minutes in Month), excluding Permitted Maintenance and Excluded Events.
- Service credits:
- 98.0%–99% → 5% of monthly fees
- 97.0%–98% → 10%
- < 97.0% → 20%
Maintenance
- Permitted maintenance window: Sundays 00:00–06:00 UTC (no notice required).
- Planned maintenance (outside the window): at least 24 hours notice to Customer Admins, including expected impact and duration.
Support hours and channels
- Support is available 24 hours a day, 5 days a week (Monday–Friday). During business hours (08:00–19:00 NZT / 20:00–07:00 UTC), standard response times apply. Outside of these hours, issues are accepted and monitored, but response times may be slower.
- Channels: Online Help Centre, Chatbot, Email, Phone — see Contact Details here.
| Severity | Definition | Initial response | Update cadence | Resolution target |
|---|---|---|---|---|
| Sev-1 (Critical) | Total outage or data loss; no workaround. | 2 hours (business hours) | Hourly (during business hours) | Work the problem until mitigated; goal <24 hours |
| Sev-2 (Major) | Material degradation; partial outage or key feature down. | 4 hours | Every 4 hours (business hours) | Workaround/fix within 2 business days |
| Sev-3 (Minor) | Limited impact; workaround available. | 8 hours | Daily (business days) | Queued by priority |
| Sev-4 (General) | How-to, requests, feedback. | 1 business day | As needed | Queued by priority |
Incident communications
- For Sev-1/Sev-2 incidents, Brandkit will post to the Status Page and notify Customer Admins within 60 minutes of confirmation.
- Update cadence: hourly for Sev-1, every 4 hours for Sev-2 (during business hours for Standard).
- Post-Incident Report: within 5 business days including impact, timeline, root cause, and corrective actions.
Disaster recovery and backups
- RTO: 24 hours; RPO: 3 hours for database, 24 hours for file objects.
- Storage Backups are encrypted at rest and stored redundantly across multiple Availability Zones within the same AWS Region.
- Database Snapshots are taken hourly and daily, are encrypted at rest, and are stored in the same Fly.io region for short-term recovery. We replicate these database backups into AWS S3 (spanning multiple Availability Zones within the same AWS Region) for additional coverage and disaster recovery.
- Restore testing: We perform test restores at least annually and can provide evidence upon request.
Security incident and breach notification
If Brandkit confirms a Security Breach that results in the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to Customer Personal Data, Brandkit will notify Customer without undue delay and in all cases within 72 hours of confirmation.
The notice will include:
- nature of the breach
- categories and approximate numbers of data subjects and records concerned
- likely consequences
- measures taken or proposed
- point of contact
Brandkit will provide regular updates as more information becomes available and will cooperate with Customer’s reasonable remediation and regulatory obligations.
Data hosting and encryption
- Primary file hosting is on AWS infrastructure, Database on Fly.io servers; data is encrypted in transit (TLS 1.2+) and at rest (AES-256).
Data Deletion:
Upon account termination or at the Customer’s request, Customer Data is deleted from active systems and backups in accordance with Brandkit’s data retention policy. Underlying infrastructure providers (e.g., AWS, Fly.io) follow industry best practices for media sanitization (including alignment with NIST 800-88 or equivalent standards) when decommissioning storage hardware.
Reports and status
- Status: brandkit.appsignal-status.com
- System usage reports: Available on demand in the software.
Changes to this SLA
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.
Contact
Email: support@brandkit.com
Effective date: 27 August 2025
Brandkit Priority SLA
Applies to Enterprse, and Public Sector Edition accounts.
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.
Scope
Brandkit will provide support services to the Customer and will ensure the Brandkit facility meets the service levels below.
Availability
- Monthly Uptime Percentage (MUP): 99% measured 24×7 per calendar month.
- Formula: MUP = 1 − (Total Downtime ÷ Total Minutes in Month), excluding Permitted Maintenance and Excluded Events.
- Service credits:
- 98.0%–99% → 5% of monthly fees
- 97.0%–98% → 10%
- < 97.0% → 20%
Maintenance
- Permitted maintenance window: Sundays 00:00–06:00 UTC (no notice required).
- Planned maintenance (outside the window): at least 24 hours notice to Customer Admins, including expected impact and duration.
Support hours and channels
- Support is available 24 hours a day, 5 days a week (Monday–Friday). During business hours (08:00–19:00 NZT / 20:00–07:00 UTC), standard response times apply. Outside of these hours, issues are accepted and monitored, but response times may be slower.
- Channels: Online Help Centre, Chatbot, Email, Phone — see Contact Details here.
| Severity | Definition | Initial response | Update cadence | Resolution target |
|---|---|---|---|---|
| Sev-1 (Critical) | Total outage or data loss; no workaround. | 2 hours (business hours) | Hourly (during business hours) | Work the problem until mitigated; goal <24 hours |
| Sev-2 (Major) | Material degradation; partial outage or key feature down. | 4 hours | Every 4 hours (business hours) | Workaround/fix within 2 business days |
| Sev-3 (Minor) | Limited impact; workaround available. | 8 hours | Daily (business days) | Queued by priority |
| Sev-4 (General) | How-to, requests, feedback. | 1 business day | As needed | Queued by priority |
Incident communications
- For Sev-1/Sev-2 incidents, Brandkit will post to the Status Page and notify Customer Admins within 60 minutes of confirmation.
- Update cadence: hourly for Sev-1, every 4 hours for Sev-2 (during business hours for Standard).
- Post-Incident Report: within 5 business days including impact, timeline, root cause, and corrective actions.
Disaster recovery and backups
- RTO: 24 hours; RPO: 1 hour for database, 24 hours for file objects.
- Storage Backups are encrypted at rest and stored redundantly across multiple Availability Zones within the same AWS Region.
- Database Snapshots are taken hourly and daily, are encrypted at rest, and are stored in the same Fly.io region for short-term recovery. We replicate these database backups into AWS S3 (spanning multiple Availability Zones within the same AWS Region) for additional coverage and disaster recovery.
- Restore testing: We perform test restores at least annually and can provide evidence upon request.
Security incident and breach notification
If Brandkit confirms a Security Breach that results in the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to Customer Personal Data, Brandkit will notify Customer without undue delay and in all cases within 72 hours of confirmation.
The notice will include:
- nature of the breach
- categories and approximate numbers of data subjects and records concerned
- likely consequences
- measures taken or proposed
- point of contact
Brandkit will provide regular updates as more information becomes available and will cooperate with Customer’s reasonable remediation and regulatory obligations.
Data hosting and encryption
- Primary file hosting is on AWS infrastructure, Database on Fly.io servers; data is encrypted in transit (TLS 1.2+) and at rest (AES-256).
Data Deletion:
Upon account termination or at the Customer’s request, Customer Data is deleted from active systems and backups in accordance with Brandkit’s data retention policy. Underlying infrastructure providers (e.g., AWS, Fly.io) follow industry best practices for media sanitization (including alignment with NIST 800-88 or equivalent standards) when decommissioning storage hardware.
Reports and status
- Status: brandkit.appsignal-status.com
- System usage reports: Available on demand in the software.
Additional Priority Services
- 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.
Changes to this SLA
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.
Contact
Email: support@brandkit.com
Effective date: 27 August 2025
