Incident Response Times

Bonsai’s support policy categorizes incident severity into three tiers. You can use these severity levels to help communicate the level of support needed.

24/7 Operational Coverage is Provided for All Clusters

Bonsai monitors its infrastructure 24 hours a day, 365 days a year. The Operations Team is automatically alerted to any problems in real time. One or more engineers will then respond to the event. These types of events include, but are not limited to:

• Red Indexes
• Failed EC2 Instances
• Stuck GC
• Failed backups
• Network partitions / Split brain

This operational coverage is provided to all clusters, regardless of plan.

The severity classifications are defined as:

<table>
<thead>
<tr><th>Severity Level</th><th>Description</th></tr>
</thead>
<tbody>
<tr><td>Severity 1</td><td>An incident of downtime or service degradation is causing severe impact to customer production availability. Active risk of data loss, traffic completely or mostly failing.</td></tr>
<tr><td>Severity 2</td><td>Moderate to severe service interruption that can be temporarily worked around. May cause a moderate to major degradation in user experience.</td></tr>
<tr><td>Severity 3</td><td>Low rate of minor service errors or intermittent degradations. Minor regressions to response times. Should be investigated and repaired but is not visibly harming customer’s production systems.</td></tr>
</tbody></table>

Coverage Hours

Incidents not related to a problem Bonsai’s infrastructure are treated as support issues. Coverage for these events is the same as our support hours:

<table>
<thead>
<tr><th>Severity Level</th><th>Standard</th><th>Business</th><th>Enterprise</th></tr>
</thead>
<tbody>
<tr><td>Severity 1</td><td>Business hours</td><td>Business hours</td><td>24/7</td></tr>
<tr><td>Severity 2</td><td>Business hours</td><td>Business hours</td><td>Business hours</td></tr>
<tr><td>Severity 3</td><td>Business hours</td><td>Business hours</td><td>Business hours</td></tr>
</tbody></table>

Response Time

We will respond to inquiries about active incidents within these time windows.

<table>
<thead>
<tr><th>Severity Level</th><th>Standard</th><th>Business</th><th>Enterprise</th></tr>
</thead>
<tbody>
<tr><td>Severity 1</td><td>8 hrs</td><td>1 hr</td><td>1 hr</td></tr>
<tr><td>Severity 2</td><td>24 hrs</td><td>4 hrs</td><td>4 hrs</td></tr>
<tr><td>Severity 3</td><td>48 hrs</td><td>8 hrs</td><td>8 hrs</td></tr>
</tbody></table>