Balsamiq Cloud Service Level Agreement (SLA)
Who This SLA Applies To
Enterprise Plan Only: This SLA applies exclusively to our Enterprise Plan customers. If you're on the Business Plan and considering an upgrade, this is a glimpse of the additional benefits you'll receive.
1. Our Promise of Uptime
- Commitment: We commit to maintaining Balsamiq Cloud with a Monthly Uptime Percentage of at least 99.9% over a rolling 28-day period, which translates to roughly 40 minutes of potential downtime in a month. Uptime refers to the app’s availability and responsiveness, ensuring it's both accessible and performs as expected.
- Tracking Uptime: You can see how we're doing at Balsamiq Cloud Service Status.
2. Support When You Need It
- Availability: Support is available Monday to Friday.
- Response Time: We respond to critical issues within 24 hours. Contact us at support@balsamiq.com.
3. Keeping You Secure
- Vulnerability Management: Through our participation in a Security Bug Bounty Program, this is how we are committed to handling security issues based on their severity:
- Critical: Fixed within 4 weeks
- High: Fixed within 6 weeks
- Medium: Fixed within 8 weeks
- Low: Fixed within 25 weeks
4. Exclusions
- Limitations: This SLA does not cover issues outside our control, such as force majeure events, denial of service attacks, viruses, hacking attacks, or third-party service failures.
- Scheduled Maintenance: We occasionally schedule maintenance to upgrade our infrastructure and software to serve you better. These maintenance periods are excluded from our uptime calculations.
5. Annual Review
- Continuous Improvement: This is a living document that we will evaluate and update based on your feedback and our service evolution.
6. Service Credits
- No Service Credits: As a small and lean company, we focus our efforts in providing the highest service quality and do not offer service credits for downtime.
Eligibility and Agreement: By using Balsamiq Cloud's Enterprise Plan, you agree to this SLA, which is complementary to our broader Terms of Service and Privacy Policy Have questions or feedback? Don't hesitate to reach out.