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Bevy Support SLAs

  • Updated

Definitions

  • Business Hour: means a clock hour during the standard business hours of a Business Day based on the Customer’s “Support Region”.
  • Business Day: means 8:00 AM. and 5:00 PM. local time zone selected by Customer (ET, PT, GMT) on a Monday through a Friday, excluding local public holidays.
  • Support Region: the Customer's geographic region following a local holiday calendar.
  • SLA: means Service Level Agreement and it applies to the initial response to the ticket. When a support ticket is received, Bevy Support will acknowledge the ticket within the time frames outlined in the table shown under Bevy Support SLAs.


Ticket Priority Definitions

PriorityDescription
 Conference Chat Chat support during live events for Conference events.
 Urgent Request requires immediate assistance, for example, it's affecting an ongoing, live event, the site is down, and it impacts security.
 High Request is time-sensitive (a blocker) and doesn't have a workaround.
 Medium Request is not time-sensitive or has a workaround.
 Low Feedback, enhancement requests, and general questions that don't block progress.


Bevy Support SLAs

(All times in business hours)
 

 Customer Tier

 Ticket Type		 Gold Platinum
 Conference Chat 45 minutes 30 minutes
 Urgent 8 hours 2 hours
 High 12 hours 4 hours
 Medium 24 hours 12 hours
 Low 32 hours 24 hours

 

Expected response times

Bevy support aims to provide prompt updates to our customers based on the nature of the ticket we are working on and its current status, below you can find a guideline of the expected response times.

These times are estimated, Bevy Support will do its best effort to achieve them, but cannot guarantee that will provide updated following exactly these times

These times are for tickets being actively worked by our Support Agents and haven't been escalated to engineering. 

Tickets escalated to engineering will have a longer time between updates, as their complexity affects the frequency in which we can provide valuable updates, however, these will be treated with the urgency defined by its priority.

All times are in Business Hours.