Service level agreement for BigCommerce

Key service commitments from BackupMaster’s SLA. For the complete agreement, see the full SLA.

Service availability

Target monthly uptime: 99.9% for the web app, APIs, and background processing systems, excluding scheduled maintenance.

Metric	Target
Backup cadence	Automated daily; on-demand available
Recovery Point Objective (RPO)	24 hours (default)
Recovery Time Objective (RTO)	Varies based on data volume and platform API limits

Support operates during Australian business hours, with escalation for Priority 1 issues.

Priority	Description	Response time
Priority 1	Service unavailable or data restoration blocked	Within 4 business hours
Priority 2	Degraded performance or partial impact	Within 1 business day
Priority 3	General questions or non-urgent requests	Within 2 business days

These are response time targets, not resolution commitments.

If you have questions or need assistance, the support team is here to help. Reach out at support@backupmaster.io.

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