Service Level Agreement & Support Services
Our support hours, response times, and the uptime we commit to for the Balto Service.
Support Services
Balto provides most Support Services Monday through Friday, 7am to 6pm Central Time.
- Unlimited Service Requests and Case Management
- Email & Video Call support
- Email: support@balto.ai
- Video Calls are scheduled via the same email address
- Balto will respond to Client reports of a problem based on the severity level, as listed below. A response is an initial reply to the reported issue and may not constitute a resolution at that time.
- Access to error correction updates designed to solve or by-pass a reported issue
- Proactive escalation
| Level | Description | Response time |
|---|---|---|
| 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. | 4 business hours |
| Severity 2 | Moderate impact: an issue that restricts Client’s ability to use one or more features. | 8 business hours |
| 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. | 2 business days |
| Severity 4 | No issue: request for general support, installation questions, or new feature requests. | 2 business days |
Service Level Agreement
Balto provides a 99.5% Uptime Commitment for the Service, as described below.
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
Uptime Commitment
Uptime is the percentage of total possible minutes the Service was available during a month. Balto’s commitment is to maintain at least 99.5% Uptime.
Service Credits
If the Service falls short of the Uptime Commitment then Balto will apply a credit to each affected account equal to 10 times the amount that the customer paid for the period the Service 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 occurred, 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 status.balto.ai ↗.