SLA and Support¶
Guaranteed service levels and support channels.
Tiers¶
| Tier | Price | Audience |
|---|---|---|
| Free | $0 | Testing, individual use |
| Pro | from $99/month | Small and mid-size companies |
| Enterprise | Custom | Large companies, MSSPs, custom requirements |
Uptime SLA¶
| Tier | Monthly uptime | Regional |
|---|---|---|
| Free | 99.0% (best effort) | — |
| Pro | 99.5% | — |
| Enterprise | 99.9% | 99.95% |
Uptime calculation: based on data plane (API + workers). Isolated UI issues don't count as downtime if API is available.
Status page: https://status.bytecode.team — real-time monitoring + incident history.
Service credits if SLA isn't met: - 99.0-99.5%: 10% credit on next month. - 95-99%: 25% credit. - < 95%: 50% credit.
Request through support@bytecode.team within 30 days of the incident.
Support response time¶
| Tier | Critical (down) | High (degraded) | Normal | Low (question) |
|---|---|---|---|---|
| Free | best effort | best effort | best effort | best effort |
| Pro | 4 hours | 8 business hours | 1 business day | 3 business days |
| Enterprise | 1 hour (24/7) | 4 business hours | 1 business day | 2 business days |
Business hours: Mon-Fri 09:00-18:00 CET. Critical issues — 24/7 for Enterprise.
Support channels¶
| Channel | Free | Pro | Enterprise |
|---|---|---|---|
| Documentation (these docs) | ✅ | ✅ | ✅ |
Email (support@bytecode.team) |
✅ | ✅ | ✅ |
| Status page subscriptions | ✅ | ✅ | ✅ |
| Slack Connect channel | ❌ | ❌ | ✅ |
| Dedicated CSM | ❌ | ❌ | ✅ |
| Phone | ❌ | ❌ | ✅ (24/7 hotline) |
| Quarterly Business Review | ❌ | ❌ | ✅ |
Maintenance and updates¶
- Planned maintenance: announced at least 7 days ahead on the status page + email to admins.
- Usually: overnight (Sun 02:00-04:00 CET) — minimal impact.
- Emergency patches (security): may happen without warning, with notification after the fact.
Maintenance doesn't count as downtime in the SLA.
Backups and recovery¶
- RPO (Recovery Point Objective): 1 hour (max 1 hour of data loss).
- RTO (Recovery Time Objective): 4 hours.
- Backup retention: 30 days rolling.
- Cross-region replication: Enterprise.
Disaster recovery¶
- Documented DR plan, tested quarterly.
- DR runbook available to Enterprise clients.
- Tabletop exercises — annually.
Quarterly Business Review (Enterprise)¶
Every quarter your CSM holds:
- Platform usage review.
- Findings analysis — top risks, trends.
- Roadmap update.
- Feedback collection.
- Plans for next quarter.
Feedback¶
- Feature requests:
feedback@bytecode.teamor UI → Help → Suggest feature. - Bug reports:
support@bytecode.team. - Security:
security@bytecode.team(PGP recommended). - Compliance/Legal:
legal@bytecode.team. - Sales / pricing:
sales@bytecode.team.
Escalation¶
If your ticket isn't being resolved on time or you need escalation:
- On your ticket page — the Escalate button.
- CSM / engineering lead picks it up within 1 business hour.
- Still unresolved —
escalations@bytecode.team→ CTO / VP Engineering.