BenchAGI Support & SLA
Who answers when something breaks
This is the contract BenchAGI support operates under. Severity definitions, response-time commitments, business hours, and the on-call role. If the behavior here contradicts what you experience, that’s a bug — email support@benchagi.com.
- Version
- SLA v1.0.0
- Published
- 2026-04-20
- Maintained by
- Cory Shelton
- Status page
- benchagi.com/status
Severity levels & response commitments
Severity is set by BenchAGI based on your description, and may be adjusted if the impact changes. We will tell you the severity we assigned in the first response.
| Severity | Definition | Response SLA | Resolution SLA |
|---|---|---|---|
| Sev-1 | Service fully unavailable; data loss risk; security breach. | 4h during business hours; best-effort after hours | 24h |
| Sev-2 | Major feature unavailable; significant workaround needed. | 1 business day | 3 business days |
| Sev-3 | Minor feature impaired; cosmetic; docs issue. | 3 business days | Next release |
Scope today
We do not staff 24/7 yet. Sev-1 incidents outside business hours get best-effort coverage from the on-call role below. If you need hard 24/7 guarantees today, tell us — we’ll either pair you with a managed support partner or tell you we’re not the right fit yet. We’d rather lose the deal than miss the SLA.
Business hours
- 9:00 AM – 5:00 PM Mountain Time
- Monday through Friday
- US federal holidays excluded
“1 business day” means within one Mountain-Time business day of receipt. A message that lands at 4:55 PM Friday counts from 9:00 AM Monday.
How to reach us
Support tickets
Signed in? Use the ticket form below so we can connect the request to your account. Cannot sign in? Write to support@benchagi.com from the email on the account. We only reply if it matches a customer.
Emergency (Sev-1 only)
Include SEV-1 in the subject line. The on-call role is paged directly for Sev-1 tagged mail. Do not use Sev-1 for non-outage issues — it erodes trust in the label.
Who is on-call
- Current on-call
- Executive on-call
- Coverage window
- First 3 customers — sole on-call
- Escalation path
- Executive on-call → your account team → platform support
- Rotation plan
- Weekly rotation adds at customer #4
This is where things stand today. The executive on-call takes every Sev-1 for the first three paying customers; a named weekly rotation across the on-call team replaces the solo watch before the fourth customer onboards. When that shifts, this page is updated in the same commit as the runbook that documents the rotation.
Public status
The live status page lives at benchagi.com/status. We update it during every incident — before, during, and after. If the status page is green and your experience is not, that itself is a Sev-2.
What this SLA covers
Covered
- BenchAGI web app (benchagi.com)
- Agent runtime — Aurelius, Bailey, and the fleet
- Cloud Functions, Firestore-backed data
- Billing, auth, identity flows
- Public APIs documented at /docs
Not covered
- Third-party outages (Anthropic, Firebase, Stripe, Slack)
- Self-hosted OpenClaw installs (Tier A) — community support
- Customer-side network / device issues
- Feature requests — tracked separately, not SLA-governed
Submit a support ticket
Tickets are available to signed-in customers. We’ll respond within the SLA window for your severity.
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