This Service Level Agreement (SLA) impacts all customers and will apply to Benbria customers based on their deployment package.
Given that Loop is delivered as Software as a Service (SaaS) and the system is continuously monitored by the Benbria team, critical incidents are addressed rapidly and the system architecture is designed for high availability.
|
Standard |
Enterprise |
|
99.99% |
99.99% |
|
Standard |
Enterprise |
|
Monday to Friday, 8:00am – 5:00pm Eastern Time |
Monday to Sunday, 24-hour |
Benbria provides a wealth of information regarding all maintenance and operational aspects of Loop in the form of a well-structured and searchable knowledge base. Separately, Benbria provides a community support forum where common questions are answered publicly.
Please consult these resources for solutions before contacting support. If your solution is not urgent, consider contributing your issue as a question in our community before opening a support ticket.
The Benbria Loop Knowledge Base can be accessed at the following URL: https://support.benbria.com
The frequently asked questions and new releases are updated on a regular cadence. We encourage all power users of Loop to review and reference materials from the knowledge base and search for readily-available answers in order to self-diagnose and speed up incident resolution.
The Benbria Loop Community is a section of the Loop Knowledge Base but can be accessed at the following direct URL also: https://www.benbria.com/community
Benbria provides multiple methods for reporting incidents. The following methods are ordered by preference.
|
Incident Reporting Method |
Contact Details |
|
1. Self-Service: Loop Knowledge Base |
http://support.benbria.com |
|
2a. New Ticket: Benbria Support Center |
Log in to http://support.benbria.com |
| 2b. New Ticket: Benbria Loop Inbox | Log in to your Loop Inbox, open the Chat with Benbria function and report the issue. |
| 3. Contact via email | support@benbria.com |
|
4. Contact via phone |
1-844-864-0003 ext. 2 |
When submitting an incident, the following information should be provided:
Benbria applies the following classification to incidents for reporting and review purposes. Changes are subject to regular review and additional fees depending on the frequency.
|
Incident Type |
Description |
Example |
|
Question |
General questions and inquiries such as how to’s. |
How do I create a new user or how to I generate a report? |
|
Break/Fix |
Reported bug within the system. |
User cannot login. |
|
Change |
Administrative or infrastructure changes requested on behalf of the customer. |
A request to add or remove users from the system. |
After an incident has been reported to Benbria and triaged by the support team, a priority level is assigned based on the estimated impact and urgency of the incident. Benbria’s response to the issue will be based on the objective of addressing and resolving problems within standard hours of operation.
|
Impact |
Description |
Example |
|
High |
System is unusable. No known workaround exists. |
The web interface or the System are not available or are unusable. |
|
Medium |
Capability is limited. Workarounds may exist. |
Persistent system errors appear that may limit ability to use the system effectively. |
|
Low |
General functionalities are not blocked. Workarounds exist. |
Administrative tasks are showing errors. Scoreboard showing connectivity errors. |
|
Urgency |
Description |
Example |
|
High |
System is not operational. Immediate solutions required. |
The login system is not operations. |
|
Medium |
Certain functions are not available. |
Natural language processing engine is not responding to inquiries. |
|
Low |
Work around exists for the reported incident. |
The reporting pages render slowly. |
Priorities are determined using the table below leveraging a combination of Impact and Urgency level:
|
Impact/Urgency |
High |
Medium |
Low |
|
High |
1 – Critical |
2 – High |
3 – Medium |
|
Medium |
2 – High |
3 – Medium |
4 – Low |
|
Low |
3 – Medium |
4 – Low |
4 – Low |
Target Response Times
|
Priority |
Standard |
Enterprise |
|
1 – Critical |
4 business hours |
1 business hour |
|
2 – High |
8 business hours |
4 business hours |
|
3 – Medium |
16 business hours |
8 business hours |
|
4 – Low |
No formal response required |
No formal response required |
Target Resolution Times
|
Priority |
Standard |
Enterprise |
|
1 – Critical |
2 business days |
1 business day |
|
2 – High |
4 business days |
2 business days |
|
3 – Medium |
Next release cycle |
10 business days |
|
4 – Low |
Future release |
Future release |
Email notifications are sent based on the lifecycle of the incident. Formal notifications as they relate to response and resolutions targets are discretionary and based on the priority.
Benbria provides access to incident related data via the self-service portal. Benbria recommends an annual SLA review cadence. Reviews can be scheduled at any time by contacting support.
Hardware issue reporting, warranty and RMA processes are captured here.