Service Level Agreement
System Guarantees
Our breakdown-proof engineering philosophy means we stand by our builds. This Service Level Agreement (SLA) defines the reliability and support you can expect from The Burujan for managed systems.
1. Uptime Commitment
For client systems hosted and managed directly by The Burujan, we aim for a 99.9% Uptime Guarantee. In the event of downtime exceeding this threshold, service credits may be applied to your maintenance retainer.
2. Response Times
Our support team (The Architects) adheres to the following response matrix:
| Severity Level | Description | Response Time |
|---|---|---|
| Critical (L1) | System Down / Core Feature Broken | < 4 Hours |
| High (L2) | Performance Degradation | < 24 Hours |
| Standard (L3) | Minor Bugs / Content Updates | < 48 Hours |
3. Maintenance Windows
Routine maintenance and upgrades are performed during off-peak hours (usually weekends) to minimize disruption. Clients are notified at least 24 hours in advance of any scheduled maintenance that may affect availability.