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Service Level Agreement (SLA)

This Service Level Agreement (SLA) sets out BACODO's commitments for support, maintenance, and operations for customers on Maintenance, Support, Hosting, or SLA-inclusive plans.

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Effective Date: July 14, 2026

This Service Level Agreement ("SLA") sets out the commitments regarding the quality of support, maintenance, and operations services provided by BACODO, a brand of 5ASystems LLC.

This SLA applies only to Customers who have subscribed to or purchased a Maintenance, Support, Hosting plan, or other services that include an SLA.

1. Scope of Application

This SLA applies to:

  • Website
  • Web Application
  • Mobile Backend
  • API
  • CMS
  • Hosting managed by BACODO
  • Cloud Infrastructure managed by BACODO
  • Services specified in the contract

This SLA does not apply to projects that have been delivered but no longer use BACODO's maintenance service.

2. Support Hours

The support team operates:

  • Monday - Friday
  • 09:00 - 18:00 (UTC)

Requests submitted outside business hours will be handled on the next business day.

Emergency cases may be handled outside business hours depending on the situation.

3. Priority Levels

Level 1 - Critical

Examples:

  • Website is inaccessible
  • System is completely down
  • Unable to log in
  • Payment error
  • Serious data loss

Response time: within 2 business hours.

Level 2 - High

Examples:

  • A core feature is not working
  • API error
  • Registration error
  • Email sending error
  • Order error

Response time: within 4 business hours.

Level 3 - Medium

Examples:

  • Interface error
  • Display error
  • Some secondary features not working correctly

Response time: within 1 business day.

Level 4 - Low

Examples:

  • Content changes
  • Image changes
  • CSS adjustments
  • Minor edits

Response time: within 2 business days.

4. Response Time

Response time is the period during which BACODO confirms receipt of a request.

This is not a committed time for completing a fix.

5. Resolution Time

BACODO will make reasonable efforts to resolve issues within a reasonable time.

Actual resolution time depends on:

  • Complexity
  • Level of impact
  • Third-party providers
  • System scale

BACODO does not commit to a fixed resolution time in every case.

6. Uptime

If BACODO manages Hosting, BACODO targets:

  • 99.9% uptime per month

Not included:

  • Scheduled maintenance
  • Emergency maintenance
  • Internet outages
  • Cloud provider outages
  • Natural disasters
  • Large-scale DDoS attacks
  • Force majeure events

7. Periodic Maintenance

BACODO may perform:

  • System updates
  • Security patches
  • Framework updates
  • CMS updates
  • Server updates

BACODO will try to notify in advance before performing maintenance when conditions allow.

8. Backups

If using BACODO's Hosting, BACODO may perform:

  • Daily backups
  • Weekly backups
  • Monthly backups

Data restoration depends on the condition of the backup.

BACODO does not guarantee 100% data recovery in every case.

9. Cases Not Covered by This SLA

This SLA does not apply to:

  • New requirement changes
  • New feature development
  • Errors caused by the Customer modifying the source code
  • Errors caused by third parties
  • External plugins
  • External APIs
  • External cloud services
  • Outdated browser errors
  • Unsupported devices

10. Support Channels

The Customer may submit requests through:

  • Email
  • Client Portal
  • Ticket System

BACODO may decline to process requests submitted only through social media or personal messages if they are not logged in the support system.

11. Support Requests

For faster support, the Customer should provide:

  • URL
  • Description of the issue
  • Screenshots
  • Video if available
  • Steps to reproduce the issue
  • Level of impact

12. Support Limitations

This SLA does not include:

  • Usage training
  • Business consulting
  • Interface redesign
  • Content writing
  • New SEO work
  • Feature development
  • Large-scale data migration
  • Recovery of data deleted by the Customer

These requests will be quoted separately.

13. Security

BACODO may require identity verification before:

  • Resetting a password
  • Changing administrative rights
  • Handing over data
  • Changing DNS
  • Changing Hosting

This is intended to protect the Customer's account.

14. Changes to This SLA

BACODO reserves the right to update this SLA.

For contracts already in effect, the applicable SLA version will be the version in effect at the time the contract was signed or renewed, unless the parties agree otherwise in writing.

15. Contact

  • BACODO
  • A brand of 5ASystems LLC
  • Support email: support@bacodo.com
  • Website: https://bacodo.com