Service Level Agreement & Support Services

Support Services

Balto provides most Support Services during Support Hours, which are 7:00am to 7:00pm Central Time, Monday through Friday.

  • Unlimited Service Requests and Case Management
  • Email & Video Call support
  • Email:20support@balto.ai
  • Video Calls are scheduled via the same email address
  • For emergency support of Severity 1 & 2 Tickets on weekends, Support Services can be reached at  855-462-2586, ext. 2
  • Balto will respond to Client reports of a problem based on the severity. A response is an initial reply to the reported issue and may not constitute a resolution at that time.
  • Severity 1 Tickets: response time within 1 Support Hour
  • Severity 2 Tickets: response time within 4 Support Hours
  • Severity 3 & 4 Tickets: response time within 8 Support Hours
  • Access to error correction updates designed to solve or by-pass a reported issue
  • Proactive escalation
Severity 1 Major Impact
An issue that cannot be reasonably circumvented and which is an emergency condition that significantly restricts Client’s ability to perform necessary business functions.
Severity 2 Moderate Impact
An issue that restricts Client’s ability to use one or more features.
Severity 3 Minor Impact
(Performance/Operational Impact). An issue that restricts the Client’s ability to use one or more features to perform a necessary business function, but which can be reasonably circumvented.
Severity 4 No Issue
A request for general support, installation questions or new feature requests.

Service Level Agreement

Balto provides a 99.5% Uptime Commitment for customers, which we describe below.   If we fall short of our Uptime Commitment and your Balto service is affected, we’ll apply a Service Credit to your account for future use.

Business Hours

Balto’s business hours are 6:00am to 9:00pm Central Time, seven days a week (“Business Hours”). Sometimes we need to perform maintenance to keep Balto working smoothly and we will perform maintenance after Business Hours as much as possible.

Downtime

“Downtime” starts when a critical Balto service is confirmed unavailable and concludes when service is restored, excluding non-Business Hours.

Downtime excludes the following:

  • Issues that are related to external apps or third parties, including third-party phone systems
  • Slowness or other performance issues that don’t prevent the use of Balto
  • Any downtime for products or features we identify as pilot, alpha, beta or similar
  • Issues related to external apps, networks and equipment outside of our reasonable control
  • Reporting, playbook configuration and user management in Balto Cloud
  • Non-critical workflows or workflows with workarounds
  • Issues not impacting a significant subset of customers

(collectively, “Permitted Downtime”).


Uptime Commitment

Uptime is the percentage of total possible minutes Balto was available during a month. Our commitment is to maintain at least 99.5% Uptime, calculated as follows:

(the “Uptime Commitment”).

Service Credits

If we fall short of our Uptime Commitment, we’ll apply a credit to each affected account equal to 10 times the amount that the customer paid for the period Balto was down in excess of the Uptime Commitment (we call these Service Credits).

Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30% of paid service during the month in which the Downtime occured, require you to have paid any outstanding invoices prior to the Downtime event and expire upon termination of your customer contract. Service Credits are the sole and exclusive remedy for any failure by Balto to meet its Uptime Commitment.

Note

Downtime may not impact every customer account at the same time or in the same way. For example, some accounts may receive Service Credits during an outage to their service, while other accounts that have not been similarly affected will not. To review current and historical Uptime in general (not specific to any one customer), visit https://status.balto.ai/.

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