Service Delivery Policy

1. Service Overview

BugBrain is a cloud-based Software-as-a-Service (SaaS) platform that provides AI-powered autonomous testing capabilities. Our service is delivered entirely online through secure web access and API endpoints. There are no physical products or shipments involved.

2. Account Activation

2.1 Immediate Access

Upon successful registration and payment verification, your account will be activated immediately. You will receive:

• Welcome email with login credentials
• Access to the BugBrain platform dashboard
• API keys and integration documentation
• Onboarding resources and tutorials

2.2 Activation Timeline

• Free Trial: Instant activation (no payment required)
• Monthly/Annual Plans: Activated within 5 minutes of payment confirmation
• Enterprise Plans: Activated within 24 hours after contract signing and setup

3. Service Level Agreement (SLA)

3.1 Uptime Guarantee

We are committed to maintaining high service availability:

• Standard Plans: 99.5% monthly uptime
• Professional Plans: 99.9% monthly uptime
• Enterprise Plans: 99.95% monthly uptime with priority support

3.2 Excluded Downtime

The following are not counted toward SLA breaches:

• Scheduled maintenance (announced 48 hours in advance)
• Issues caused by factors outside our control (internet outages, DNS issues)
• Client-side problems (browser issues, network connectivity)
• Beta features or experimental functionality

3.3 SLA Credits

If we fail to meet our SLA commitments, you may be eligible for service credits:

• 99.0% - 99.5% uptime: 10% credit
• 95.0% - 99.0% uptime: 25% credit
• Below 95.0% uptime: 50% credit

4. Service Features and Delivery

4.1 Core Features (Available Immediately)

• AI test case generation
• Test execution cloud infrastructure
• Self-healing automation
• Test analytics and reporting
• API access and integrations

4.2 Enterprise Features (Custom Setup)

Enterprise features require additional setup time:

• Dedicated instances: 3-5 business days
• Custom integrations: 1-2 weeks (depending on complexity)
• SSO/SAML configuration: 2-3 business days
• On-premises deployment: 2-4 weeks

5. Support and Onboarding

5.1 Onboarding Process

All new customers receive:

• Self-service documentation and video tutorials (immediate access)
• Interactive product tour (built into the platform)
• Professional/Enterprise: Dedicated onboarding call (scheduled within 48 hours)
• Enterprise: Custom training sessions and implementation support

5.2 Support Channels

Support is available through:

• Email support: support@bugbrain.tech (24-hour response time)
• Live chat: Available during business hours (9 AM - 6 PM PST)
• Professional/Enterprise: Priority support with 4-hour response time
• Enterprise: Dedicated account manager and 24/7 phone support

6. Data and Security

6.1 Data Storage

All customer data is stored securely in our cloud infrastructure:

• Encrypted at rest and in transit (AES-256 encryption)
• Regular automated backups (daily for Standard, hourly for Enterprise)
• Geographically distributed data centers for redundancy
• SOC 2 Type II compliant (certification in progress)

6.2 Data Retention

• Active accounts: Data retained indefinitely while subscription is active
• Canceled accounts: Data retained for 90 days, then permanently deleted
• Export available: You can export your data anytime before deletion

7. Service Modifications and Updates

7.1 Platform Updates

We continuously improve our platform with:

• Regular feature updates (deployed automatically)
• Bug fixes and security patches (no downtime deployments)
• AI model improvements (no user action required)
• Major version updates (announced in advance with migration guides)

7.2 API Versioning

API versions are maintained for backward compatibility:

• Major API versions supported for minimum 12 months after deprecation notice
• 6-month advance notice for breaking changes
• Comprehensive migration documentation provided

8. Service Interruptions

8.1 Planned Maintenance

• Scheduled during low-usage hours (typically weekends)
• 48-hour advance notification via email and status page
• Maximum 4 hours maintenance window
• Status updates posted every 30 minutes during maintenance

8.2 Unplanned Outages

• Real-time status updates at status.bugbrain.tech
• Email notifications for incidents affecting your account
• Post-incident reports provided within 48 hours

9. Contact Information

For questions about service delivery, setup assistance, or technical support: