Service level agreements (SLAs)

Crunchy Bridge provides standard SLA levels and premium SLAs are available upon reaching out to us.

Database availability and uptime

For database availability, all databases with high availability enabled automatically receive a 99.95% uptime SLA.

Support

Support is included by default for all Crunchy Bridge databases. Premium support levels are available and you can contact us to receive more details about setting up premium support.

Support tiers are as follows:

Standard support

Standard support is included with any provisioned database. Standard support is provided as a best effort, no SLAs are provided with standard support for response time or status updates.

Premium support

Premium support is put in place with a Crunchy Data contact through your sales representative. For more information on enabling premium or business support please contact us.

Severity of ticket First response Status Updates
Low 1 business day response time Reasonable best effort
High 8 hour response time 3 business days
Critical 4 hour response time 1 business day

Business support

Business support is put in place with a Crunchy Data contact through your sales representative. For more information on enabling premium or business support please contact us.

Severity of ticket First response Status Updates
Low 1 business day response time Reasonable best effort
High 4 hour response time 8 business hours
Critical 2 hour response time 2 hours

Severity classification

  • Low - Minor questions, billing queries, issues related to staging and dev environments.
  • High - Production database is up and available but experiencing performance degredation that is affecting upstream applications. There may be a workaround available, but the impact is having an impact on the business.
  • Critical - Production database with high availability is down and the customer is not able to connect-it is affecting the customer’s ability to perform its business. There is no workaround available, and the database is inoperable.