> ## Documentation Index
> Fetch the complete documentation index at: https://docs.backupmaster.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Service level agreement for BigCommerce

> Summary of BackupMaster's availability, response time, and recovery commitments.

Key service commitments from BackupMaster's SLA. For the complete agreement, see the [full SLA](https://www.backupmaster.io/backupmaster-service-level-agreement-sla).

## Service availability

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

## Backup and recovery

| 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 response times

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.

## Need help?

If you have questions or need assistance, the support team is here to help. Reach out at [support@backupmaster.io](mailto:support@backupmaster.io).

## Related

* [Full SLA](https://www.backupmaster.io/backupmaster-service-level-agreement-sla)
* [Contact support](/bigcommerce/support/contact-support)
* [Security overview](/bigcommerce/security-and-compliance/security-overview)