Service Level Agreement (SLA) - blisteringdevelopers

Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement (SLA) outlines the levels of service expected by customers of Blistering Developers. It sets out the commitments, responsibilities, and expectations regarding customer and technical support.

2. Definitions

  • Customer: Any individual or entity using Blistering Developers’ services.
  • Support Ticket: A request for assistance submitted by a customer via email or phone.
  • Response Time: The time taken to acknowledge receipt of a support ticket.
  • Resolution Time: The time taken to resolve a support ticket to the customer’s satisfaction.

3. Scope

This SLA applies to all customers of Blistering Developers who have active service agreements or subscriptions.

4. Support Hours

Blistering Developers provides customer and technical support during the following hours:

  • Monday to Friday: 9:00 AM to 5:00 PM (AEST)
  • Saturday and Sunday: Limited support available

5. Service Commitments

5.1. Response Time

Blistering Developers commits to acknowledging all support tickets within 24 hours during the defined support hours.

5.2. Resolution Time

Blistering Developers aims to resolve all support tickets within the following timeframes:

  • Critical Issues (service outages, major functionality failures): Within 4 hours.
  • High Priority Issues (significant impact on service use): Within 12 hours.
  • Medium Priority Issues (minor functionality issues): Within 24 hours.
  • Low Priority Issues (general queries, minor inconveniences): Within 48 hours.

6. Customer Responsibilities

To ensure effective and timely support, customers are responsible for:

  • Providing detailed information about the issue when submitting a support ticket.
  • Cooperating with the support team during the troubleshooting process.
  • Ensuring that their contact information is up-to-date.

7. Exclusions

This SLA does not apply to:

  • Issues caused by customer hardware, software, or internet service providers.
  • Scheduled maintenance and updates.
  • Events beyond the control of Blistering Developers, including natural disasters, strikes, wars, acts of terrorism, and other force majeure events.

8. Communication Channels

Customers can contact Blistering Developers support through the following channels:

9. Monitoring and Reporting

Blistering Developers will monitor support ticket statuses and response/resolution times to ensure compliance with this SLA. Regular reports may be provided to customers upon request.

10. SLA Review and Updates

Blistering Developers reserves the right to review and update this SLA as necessary. Customers will be notified of any significant changes at least 30 days in advance.

11. Contact Information

For questions or concerns regarding this SLA, please contact: