Basic SLA
Rulebricks offers a common SLA with varying minimum response and resolution times for two levels of issues: low, and high severity.
We define "high severity" issues as bugs/errors that prevent the development and correct execution of rule or flow assets on our platform, directly impeding your team from gaining value from our software.
Please note the response and resolution times provided below are maximums, and you can often expect faster progress, particularly during business hours within Pacific Standard Time.
Low Severity
- 48 hour maximum response time
- 10 day resolution time
High Severity
- 24 hour maximum response time
- 3 day resolution time
If Rulebricks breaks the SLA in two consecutive months or over three months in any 12-month period, then Customer may, as its only remedy, terminate this Order Form upon notice and receive a prorated refund of prepaid fees for the remainder of the Subscription Period.
High SLA
Our High SLA is available to customers of our Embedded (Enterprise) plans and offers response & resolution times at the extremes of what we are able to support, including 24/7 direct on-call lines, 4-8 hour response times, and significant service credits for violations.
Rule engines require a great degree of trust & vendor responsibility. Our High SLA is our word that- should anything go wrong– we'll be online.
We have a CommonPaper (https://commonpaper.com/ (opens in a new tab)) Cloud Services Agreement template for Rulebricks containing what you see on this page you may request access to for closer review should you wish to move forward.