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Service Level Agreement
The service levels RedBing commits to for the platforms it operates.
Last updated: 2 November 2026 · Draft for legal review
Scope
Availability
Support
Response times
Service credits
Exclusions
Other policies
Code of Ethics
Privacy Policy
Cookie Policy
End User License Agreement
01
Scope
This SLA applies to SaaS products and managed services operated by RedBing, including the Diagnosee suite, as specified in each contract.
02
Availability
Target monthly availability of 99.5%, excluding planned maintenance announced at least 48 hours in advance.
03
Support
Support requests by email during business hours (Monday to Friday, 9:00 to 18:00 CET), excluding Italian public holidays.
04
Response times
Critical: 4 business hours. High: 1 business day. Normal: 3 business days.
05
Service credits
If availability falls below target, the customer may request service credits as defined in the contract.
06
Exclusions
Events outside RedBing’s reasonable control, misuse of the service, and third-party outages are excluded.