> ## 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

> BackupMaster's availability, backup and recovery, and support response time commitments.

BackupMaster's service commitments for availability, backup and recovery, and support response times.

## 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.

## Related

* [Contact support](/bigcommerce/support/contact-support)
* [Security overview](/bigcommerce/security-and-compliance/security-overview)


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