Service Level

This Service Level page describes the operational targets we work to for Byld360. Specific commitments for enterprise customers may be set out in a separate, signed service-level agreement.

• Target monthly uptime — 99.5% for the standard plan; 99.9% for enterprise plans under a signed SLA.
• Uptime excludes scheduled maintenance windows and force-majeure events.
• Service credits, where applicable, are calculated against the monthly subscription fee and capped per the signed SLA.

• P1 — Service down for the customer: first response within 1 business hour, continuous work until resolved.
• P2 — Major functionality impaired: first response within 4 business hours.
• P3 — Minor functionality impaired: first response within 1 business day.
• P4 — Questions, requests, feature feedback: first response within 2 business days.

Planned maintenance is performed during low-traffic windows (typically late nights, India Standard Time, on weekends). Customer-impacting maintenance is announced in advance inside the product.

Primary databases are backed up continuously with point-in-time recovery and daily full snapshots retained per the documented rotation. Restore drills are performed periodically.

• SEV-1 — full outage or data integrity issue affecting multiple customers.
• SEV-2 — major feature unavailable or degraded for a single customer.
• SEV-3 — minor feature degraded or workaround available.
• SEV-4 — cosmetic issue or low-impact bug.

For SEV-1 and SEV-2 incidents we publish an in-product banner and post updates until resolution. A post-incident summary follows within five business days where the incident materially affected customers.