> For the complete documentation index, see [llms.txt](https://bluurdoc.bluur.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://bluurdoc.bluur.ai/en/system/technical-support/sla.md). # SLA {% tabs %} {% tab title="SLA STANDARD 5 / 8-16" %} | Error category / Priority | Response time\* | Time to repair the error or provide a workaround\* | | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------- | -------------------------------------------------- | | **critical error** / very high – preventing use of the software or blocking the execution of the client's key business processes (system crash or freeze, significant disruption of work for at least 10% of Software users) and requiring the fastest possible fix or workaround | 4 business hours | 12 hours | | **standard error** / high – affecting the functionality and convenience of using the software, but not blocking users' basic tasks (reduced work efficiency, lack of access to some data) | 16 business hours | 7 business days | | **incident** / other – improper operation of the system, but in a way that does not affect users' work at all | 1 business day | 14 business days | | **consultations** – time the software provider spends communicating with the User, support, advice, instructions | 5 business days | – | | **development** – any work not related to bug fixes, e.g. software modifications | 20 business days | – | | {% endtab %} | | | {% tab title="SLA STANDARD 5 / 8-23" %} | Error category / Priority | Response time\* on business days 8:00-23:00 | Repair time\* on business days 8:00-23:00 | | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------- | ----------------------------------------- | | **critical error** / very high – preventing use of the software or blocking the execution of the client's key business processes (system crash or freeze, significant disruption of work for at least 10% of Software users) and requiring the fastest possible fix, or workaround | 4 business hours | 8 hours | | **standard error** / high – affecting the functionality and convenience of using the software, but not blocking users' basic tasks (reduced work efficiency, lack of access to some data) | 16 business hours | 7 business days | | **incident** / other – improper operation of the system, but in a way that does not affect users' work at all | 1 business day | 14 business days | | **consultations** – time the software provider spends communicating with the User, support, advice, instructions | 5 business days | – | | **development** – any work not related to bug fixes, e.g. software modifications | 20 business days | – | | {% endtab %} | | | {% tab title="SLA STANDARD 7 / 8-23" %} | Error category / Priority | Response time\* on business days 8:00-23:00 | Repair time\* on business days 8:00-23:00 | | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------- | ----------------------------------------- | | **critical error** / very high – preventing use of the software or blocking the execution of the client's key business processes (system crash or freeze, significant disruption of work for at least 10% of Software users) and requiring the fastest possible fix, or workaround | 4 business hours | 8 hours | | **standard error** / high – affecting the functionality and convenience of using the software, but not blocking users' basic tasks (reduced work efficiency, lack of access to some data) | 16 business hours | 7 business days | | **incident** / other – improper operation of the system, but in a way that does not affect users' work at all | 1 business day | 14 business days | | **consultations** – time the software provider spends communicating with the User, support, advice, instructions | 5 business days | – | | **development** – any work not related to bug fixes, e.g. software modifications | 20 business days | – | | {% endtab %} | | | | {% endtabs %} | | | --- # Agent Instructions This documentation is published with GitBook. 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