Service Level Agreement
Last Updated: May 2nd, 2023
This Service Level Agreement ("SLA") for the services offered on the Bright Data platforms (the "Services") is a part of the Master Service Agreement between Bright Data and the Client (the "Agreement"). This SLA may be updated by Bright Data from time to time to reflect changes in Bright Data's support practices, and a notice of such updates will be provided to the Client.
A. Support Obligations
Support Hours: Bright Data shall provide Client with technical support during Business Hours (defined as Sunday through Friday between 7AM to 8PM UTC time). Without derogating from the above, for P0 errors (as defined below), Client shall have access to 24/7 support. Support shall be provided through email, tickets and include access to a named support manager.
B. Incident Procedures
Bright Data shall evaluate an incident reported by Client, and determine its severity level in its sole discretion. Client shall provide adequate resources and the requested data in a timely manner in order to enable Bright Data to best address the issue.
Incident Severity Levels and Response Time:
| Error Severity Level | Description | Service | Response Time | Assignment | ||||||
|---|---|---|---|---|---|---|---|---|---|---|
| P0 (Critical) | A downtime situation where core components of the Services are non-operational |
| Within 15 minutes |
| ||||||
| P1 (Major) | A major component of the Services is not functioning |
| Within 4 business hours | As required | ||||||
| P2 (Minor) | There is an error to solve but the Service is still functional |
| Within 2 business days | As required |
For purposes of this Section A, "Network" means the availability of the Bright Data Services and "Success Rate" means the ability to access and process the public web page elements of a chosen domain. For the avoidance of doubt, a decrease in Success Rate incident shall not include a decrease caused by any Client customizations to Bright Data's default Web Unlocker or SERP API Services, such as, but not limited to, adding cookies, altering HTTP headers, disabling captcha solving, etc.
C. Availability; Service Credits
Definitions:
Capitalized terms used but not defined herein shall have the respective meanings given to them in the Agreement.
"Uptime" of the Bright Data network is defined by the official Bright Data network status report, available here: https://brightdata.com/network-status.
"Permitted Downtime" means scheduled Bright Data maintenance and upgrades.
"Downtime" is the total accumulated minutes where the Bright Data network is not Uptime, excluding a period when the network is not available due to Permitted Downtime.
"Service Credit" means monetary credit due to the Client as a result of Downtime, applied to future use of the Services and will be deducted from Client's next billing invoice, as detailed in the table below:
| Monthly Uptime Percentage | SaaS Service Credit Percentage out of monthly invoice |
| Between 99.0% to 99.9% | 5% or $1,000 (the lower of the two) |
| Below 99% | 10% or $2,000 (the lower of the two) |
Availability: Bright Data will use commercially reasonable efforts to make the Bright Data network available with an Uptime percentage of 99.9%, during any monthly billing cycle.
Exceptions:
The Availability commitment and Service Credits do not apply to any performance issues that: (i) result from a manual suspension by the Client, (ii) are caused by factors outside of Bright Data's reasonable control, including without limitation any force majeure event, Internet access, etc. (iii) result from Client's equipment, software or other technology and/or third party equipment, software or other technology, (iv) arise from Bright Data's suspension and termination of Client's right to use the Services in accordance with the Agreement, including due to failure to adhere to Service restrictions or the Bright Data Acceptable Use Policy.
Credit Request:
If Client believes that it is eligible for Service Credits described above, Client shall contact Bright Data's support team at [email protected] and include the following information:
- The words "SLA Credit Request" in the subject line
- Account ID
- Calculated Uptime Percentage
- All applicable documentation evidencing failure to meet the Availability.
Credit Request:
Client hereby acknowledges and agrees that Client's right to receive Service Credits as specified in this SLA constitutes Client's sole and exclusive remedy for any failure to reach the Availability.
