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      BS LLC Service Level Agreement

      BS SLA - Whom to Contact, Priorities, Pricing & More

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      At BS LLC, we pride ourselves on high-quality service and want to make the service experience as well-defined as possible. 

      To learn more about what an SLA is, click here. 

      Whom to Contact & How

      Submitting a ticket is usually best for technical issues or support requests that require tracking, prioritization, and escalation. Sending an email may be suitable for general inquiries or non-urgent issues.

      Please call BS LLC for any emergencies. Additionally, at the project kickoff, you will be given direct contact numbers for your project lead. 

      Current Client Communication Expectations

      Our commitment is to provide timely and efficient communication, with a promise to follow up on all received emails within 24 hours. We request all support queries be directed to our dedicated email: support@bsllc.biz

      Phone support may be directed to Project Management: 

      We understand that emergencies may occur and, in such instances, we request clients to directly call their designated Account Manager, as outlined in the Project Charter. This direct line of communication is intended to provide prompt attention and resolution to any urgent matters, ensuring we maintain our commitment to outstanding service and client satisfaction.

      Defining SLA Priority

      The priorities for SLAs are typically based on the urgency and impact of the issue. Here are some general guidelines for determining SLA priorities:

      1. High Priority - Issues that significantly impact business operations or customer experience and require immediate attention. For example, a critical system outage affects a large number of customers. 

      2. Medium Priority - Issues that moderately impact business operations or customer experience and require timely attention. For example, a service interruption affecting a small group of customers or a bug that prevents a key feature from working would be considered a medium priority.

      3. Low Priority - Issues that have a minimal impact on business operations or customer experience and can be addressed at a lower priority level. For example, a minor bug or a feature request that does not impact critical functionality would be considered low priority.

      The specific conditions that determine SLA priorities may vary depending on the organization and the nature of the service being provided. However, some common factors that may be considered when determining SLA priorities include the following:

      1. Impact on Business Operations - How much the issue impacts the organization's ability to deliver services or conduct business.

      2. Customer Impact - How much the issue impacts the customer experience, including the number of customers affected and the severity of the impact.

      3. Time Sensitivity - How quickly the issue must be resolved to avoid further impacting business operations or customer experience.

      4. Availability of Workarounds - Whether there are any workarounds available to mitigate the impact of the issue while a permanent solution is being developed.

      5. Complexity of the Issue - How complex the issue is and how much effort is required to resolve it.

      By taking these factors into account, organizations can determine appropriate SLA priorities and allocate resources accordingly to ensure that high-priority issues are addressed promptly and effectively.

      Priority Level & SLA Agreement

      We aim to resolve issues according to priority along the following timelines:

      • High Priority - 1-3 Days
      • Medium Prioty - 3-7 Days
      • Low Priority - 7-14 Days

      Caveats

      At BS LLC, we understand that every issue is unique and may require varying levels of attention and expertise to resolve. While we have established standard timelines for ticket remediation, we acknowledge that some issues may be more complex in scope and may require additional time to resolve. In such cases, we will communicate with you throughout the ticket resolution process to ensure you are aware of any extended timelines and the steps we are taking to resolve the issue as quickly and effectively as possible.

      On the other hand, we also recognize that some tasks may be smaller in scope and can be completed ahead of our SLA agreement. In such cases, we will always aim to complete the task as quickly as possible, and in most cases, we can resolve it ahead of schedule.

      We believe that clear communication is key to building trust with our clients and ensuring that their needs are always met to the best of our abilities. Therefore, we will always keep you informed about the status of your ticket and any expected timelines, whether they fall within or outside of our standard SLA agreement.

      Pricing

      Learn more about our pricing.

      • High Priority - 2.5X Hourly Rate
      • Medium Priority - 1.5X Hourly Rate
      • Low Priority - Hourly Rate

      High-priority SLAs are more expensive to resolve because they typically require faster response times, more resources, and more urgent attention from support teams. Additionally, we may need to assign more staff outside business hours to resolve issues quickly. These additional resources can increase the cost of resolving the issue.

      When a high-priority SLA is triggered, it often requires a team to stop what they are currently working on and focus on resolving the urgent issue. This can result in opportunity costs for the organization, as the team may have to delay or put other projects on hold to address the high-priority issue. 

      Tracking & SLA Performance

      BS LLC tracks all tickets submitted for timing and responsiveness. If you are having customer service issues, please get in touch with your account rep; they will resolve the problems immediately.