Service Level Agreement (SLA)
Effective: 2026-01-01Availability Guarantees
| Service Level | Uptime Commitment | Allowed Downtime/Month |
|---|---|---|
| BASIC Plan | 99.0% | ~7.2 hours |
| PROFESSIONAL Plan | 99.5% | ~3.6 hours |
| ENTERPRISE Plan | 99.9% | ~43 minutes |
Support Response Times
- BASIC: Email support within 24 hours
- PROFESSIONAL: Email support within 4 hours
- ENTERPRISE: 24/7 phone & email support, response within 1 hour
Credits for Downtime
If BILAKA ERP fails to meet the uptime commitment, customers are eligible for service credits:
- 99.0% - 99.5%: 5% monthly fee credit
- 98.0% - 99.0%: 10% monthly fee credit
- Below 98.0%: 25% monthly fee credit
Planned Maintenance
- Scheduled during low-usage windows (typically 2-4 AM UTC)
- Maximum 4 hours per month
- 48-hour advance notice provided
- Emergency maintenance may be performed with minimal notice
Excluded Downtime
The following are not counted toward uptime calculations:
- Scheduled maintenance with advance notice
- Customer-caused issues or misuse
- Issues outside our infrastructure (ISP, DNS)
- Force majeure events
Service Status: Monitor real-time status at status.bilaka-erp.com