Documents
BackBox Service Level Agreement
This Service Level Agreement (“SLA”) governs the provision of support services for any active BackBox license. Current support processes and procedures take precedence over the contents of this document, which is subject to change at BackBox’s discretion.
1. Service Availability Level. BackBox is dependent on the installation environment, network, monitoring, and adherence to best practices. BackBox uptime is typically greater than 99.9%.
2. Customer Support. Customers are encouraged to self-service issues or inquiries on the BackBox Application by reviewing the BackBox Help Center at https://support.backbox.com. For issues that cannot be resolved via the self-service side of the Help Center, Support can be requested by logging into the customer-only side of the Help Center and submitting a case or sending an email to support@backbox.com.
2.1. Priority. BackBox assigns priorities to support requests based on the categories defined in the chart below. Requests default to Priority 3, unless assigned a different priority by BackBox.
| Priority Level | Definition |
|---|---|
| Priority 1 (Critical) | No automation is performed; no backup files can be retrieved |
| Priority 2 (High) | BackBox is operational; some backups are failing |
| Priority 3 (Medium) | BackBox is operational; assistance is needed with configuration. These are typically requests for assistance with device additions, out-of-the-box script changes, platform settings, creating/updating backups, and certain standard customization requests. |
| Priority 4 (Low) | BackBox is operational; backups and configurations are working; requests are non-critical in nature. These are typically feature requests or non-standard customization requests, which may require professional services. |
2.2. Targeted Response Time. BackBox will use commercially reasonable efforts to acknowledge and respond to new support cases in accordance with the chart below. However, BackBox is not responsible for any penalties incurred by Partners for missed SLA acknowledgements when providing support to their own customers.
| Priority Level | Standard SLA | Premium SLA |
|---|---|---|
| Priority 1 | Next Business Day | 1 hour |
| Priority 2 | Next Business Day | 2 hours |
| Priority 3 | Next Business Day | 4 hours |
| Priority 4 | Next Business Day | Next Business Day |
2.3. Escalations. Customers who need to escalate a Priority 1 or Priority 2 issue, or who are dissatisfied with their BackBox experience, should contact escalations@backbox.com. Escalations relating to a support issue must have a case logged in the Support Portal first. For all other escalations, Customers should be prepared to provide relevant background information to facilitate timely resolution.
3. Application Updates. Customers eligible for support per the Master License Service Agreement (MLSA) are entitled to Maintenance Services and Updates. BackBox periodically releases product updates, including version enhancements; new automation content for backup scripts, IntelliChecks, and task automations; bug fixes; and security updates addressing known vulnerabilities (CVEs). All Updates for active licenses can be downloaded at https://support.backbox.com/s/support-downloads within the BackBox Help Center and are intended to be Customer installable.