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This page provides general SLA language for Brysofts services. Binding service levels should be reviewed and agreed in the applicable client contract.
Service levels apply only when they are included in a signed proposal, master services agreement, support agreement, or statement of work.
Response windows depend on the support plan and issue severity. Critical production incidents are normally prioritized above feature requests, advisory questions, and cosmetic issues.
Any uptime commitment must be defined per system, hosting environment, third-party dependency, maintenance window, and monitoring source.
Planned maintenance, security updates, migrations, and infrastructure work may require scheduled windows. Brysofts aims to communicate material maintenance in advance where practical.
Service levels generally exclude third-party outages, client-side configuration errors, force majeure events, unpaid services, unauthorized changes, or incidents outside Brysofts-managed systems.