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© Botpress 2024
This Service Level Agreement is only applicable to Botpress Customers who have subscribed to an Enterprise Plan.
To subscribe to an Enterprise Plan, contact our Sales Team.
Technical Support is available by email and through Botpress Customer Support Portal during Business Hours. No technical support is available by telephone.
a) Support request received out of office hours will be handled the next business day
b) Email support is monitored during Business Hours;
c) Emails received outside of Business Hours will be collected, but may not be acted upon until the next Business Day;
Development Support
Support for bot development and bots not currently in a production setting or being used by end users. It covers bugs and issues faced by Authorized Users when using the product with the goal of creating, modifying or deploying a bot.
Production Support
Support for bots that are currently being used by end users in a production setting. It covers bugs and issues impacting the availability or good usage of a deployed production bot by End Chat Users.
Level 3 Incident | 4 Business Days | 8 Business Hours
Level 2 Incident | 3 Business Days | 4 Business Hours
Level 1 Incident | 2 Business Days | 2 Business Hours
Available by email from 9 AM to 5 PM Eastern Standard Time (EST)
Level 3 Incident | 3 Business Days | 8 Hours
Level 2 Incident | 2 Business Days | 4 Hours
Level 1 Incident | 1 Business Day | 2 Hours
Available by email and customer support portal 24/7
Level 3 Incident: Incident that degrades usage of the product
Level 2 Incident: Incident that prevents non-critical usage of the product Level 1 Incident: Incident that completely prevents product usage
Botpress cannot guarantee a resolution time for any type of incident.
Uptime target: 99.8%
Uptime is evaluated over monthly periods. Any downtime (other than Excused Downtime) over 1h28min during a given month means the uptime target was not reached.
If Botpress fails to satisfy the foregoing SLA in any month with respect to the Software Services for reasons other than an “Excused Downtime” as listed below, Customer will be entitled to receive, as its sole and exclusive remedy and Botpress’ sole and entire aggregate liability, a service credit based on the fees for the affected Service equal to the amount outlined below:
Availability Percentage | Service Credit
Above Target | N/A
Between 99.8% and 99.5% | 5%
Between 99.5% and 99.0% | 10%
Between 99.0% and 98.0% | 20%
Less than 98.0% | 25%
For each time during a given month where Botpress fails to meet the target response time, Customer shall be entitled to a service Credit of 5%, up to a maximum of 25%.
Service Credit will be applied to future Usage Fees. To request a service credit, Customer must deliver a written request to Botpress within 30 days of the end of the calendar month in which the SLA event occurs, failing which the Customer forgoes its right to claim the credit. In no event shall Customer’s total credit in a month exceed 50% of the monthly charges for the affected services.
No credit will be deemed to accrue for any failure to satisfy this SLA relating to any of the following “Excused Downtime” events (as reasonably determined by Botpress):
a) Customer-initiated changes affecting the Software Services, whether implemented by Customer or Botpress on behalf of Customer;
b) Unavailability of the OpenAI API or another third-party service;
c) a violation of the Terms of Service or Acceptable Use Policies by the Customer;
d) a force majeure event;
e) Malicious Code;
f) any scheduled maintenance announced at least 48 hours in advance, up to an accumulated total of 4 hours per month;
g) any emergency maintenance announced at least 60 minutes in advance, up to an accumulated total of 2 hours per month;