SLA Bytebio

Service Level Agreement
SLA
Service Level Agreement is an agreement made so that both parties are aligned regarding the provision of services
Details of
Service Levels
Services
SLA 4
SLA 3
SLA 2
SLA 1
Availability
8h/5d
8h/5d
10h/5d
24h/7d
Service Hours
Mon-Fri
(09am to 17pm)
Mon-Fri
(09am to 17pm)
Mon-Fri
(08am to 18pm)
Full Time
Service Channels
Central Bytebio
Email
WhatsApp (text)
Central Bytebio
Email
WhatsApp (text)
Central Bytebio
Email
Phone
Live Chat
WhatsApp (text)
Central Bytebio
Email
Phone
Live Chat
WhatsApp (text)
First Response Time
up to 20min
up to 20min
up to 20min
up to 20min
First Technical Response Time
up to 3 days (business)
up to 1 day (business)
until 4h
until 1h
Incident Resolution that causes downtime
up to 1 day (business)
until 6h
until 4h
until 2h
Incident that does not cause stoppage
up to 2 days (business)
until 12h
until 8h
until 4h
Time for Analysis and Estimation for New Requirements
until 48h
until 20h
until 10h
until 4h
Number of Urgent Requests (Analysis in 30 min)
1
2
4
8
Response Time for Quick Questions
until 24h
until 16h
until 8h
until 2h
SLA based on Priority and Type of Activity
Response Time Breakdown
Type of Activity
Review
High
Media
Low
Incident causing stoppage
Problems that impact the client's Business Rules, as long as they are informed at the beginning of the agreement.
Problems that impact forms of monetization.
Urgent Requests (New Requests)
New requests and/or changes that impact the client's Business Rule and were not previously informed
End user complaint (Online chat or service channels)
Need for Training or Instruction
Visual or textual adjustments
Usability questions
Quick questions and general information

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