A service level agreement (SLA) defines the level of service that Brazen provides to its customers. Brazen’s SLA details the level of support you can expect for customer service requests ranging from critical (event services are unavailable) to minor requests (event services are available, but with less than perfect quality).
Brazen’s Service Level Agreement outlines what you can expect from our on-demand support team during Live Events. Additionally, our Service Level Agreement outlines a scheduled maintenance window that provides our development team the opportunity to roll out important product updates and enhancements.
What can I find in my Service Level Agreement?
Brazen’s Service Level Agreement (SLA) is available at http://brazen.com/sla.
What is a scheduled maintenance window?
A scheduled maintenance window is a scheduled period of time that allows our operations team the opportunity to make upgrades and release new features. This window occurs on Saturdays from 6:00PM to 11:59PM ET. During this time, the platform will be unavailable while our team makes upgrades to improve the product for you.
Is the platform down the whole time? Will I be able to use Control Center?
When scheduled maintenance occurs, the platform, including Control Center, will be unavailable to use. Scheduled maintenance typically takes about an hour, but can be longer for major releases. Although the Service Level Agreement grants Brazen the right to perform maintenance on any Saturday, at any point during the scheduled maintenance window, scheduled maintenance does not occur each and every Saturday. We provide customers with at least 24 hours notice of any scheduled maintenance where the platform will be down for an extended period of time.
If you have any further questions, please reach out to your Account Manager.