Bold BI Support and Service Level Agreement in 2026

We have updated the Bold BI® service level agreement (SLA), effective February 2026, designed to better support how modern organizations deploy, manage, and scale their analytics ecosystems.

The updated SLA applies to both deployment models- Bold BI Dedicated Cloud Edition and Bold BI On-Premises Edition.

This update provides greater clarity, stronger operational reliability, and more flexible support options for organizations running analytics at scale.

Below is an overview of what’s new.

A more structured support model

One of the most notable improvements is the introduction of a three-tier support structure:

• Standard support
• Business support
• Enterprise support

Previously, Bold BI offered two support tiers. The new model introduces a clearly defined middle tier, giving organizations more flexibility to align support with their operational needs.

Organizations now have more flexibility to choose a support level that matches their operational requirements. Whether you’re building dashboards for internal reporting or running analytics for business-critical applications, the updated model makes it easier to select the right level of assistance.

Clearer and more structured onboarding

Successful analytics deployment begins with a smooth onboarding experience. The updated SLA introduces a more structured onboarding framework across all support tiers. Key onboarding improvements include:

• Clearly defined onboarding timelines.
• Defined limits for supported data connectors.
• Tier-based deployment guidance hours.
• Faster onboarding response commitments.
• Expanded training hours depending on the support level.

These changes make the onboarding process more predictable and transparent. Teams adopting Bold BI can better plan their implementation while receiving the right level of technical assistance from the start.

Improved hosting availability for dedicated cloud deployments

For organizations running Bold BI Dedicated Cloud Edition, the updated SLA now defines clear availability targets based on support tier:

• 99.5% monthly uptime for Standard support.
• 99.9% monthly uptime for Business support.
• 99.95% monthly uptime for Enterprise support.

Enterprise deployments also include additional operational capabilities such as:

• 24/7 coverage for critical incidents.
• Defined recovery point objective (RPO) and recovery time objective (RTO) targets.
• Multiregional deployment options.
• Extended backup retention policies.
• Enhanced audit logging and security information and event management export options

These capabilities provide stronger operational reliability and governance for organizations running Bold BI in production environments or highly regulated industries.

Faster incident response and resolution targets

The updated SLA introduces clearer definitions for how support incidents are handled, including:

• Initial response timelines.
• Update frequency commitments.
• Target resolution timeframes.

For Enterprise support, critical priority 1 (P1) incidents receive:

• An initial response within 2 hours (24/7 coverage).
• Regular updates during issue resolution.
• Defined resolution targets depending on the issue type.

These improvements ensure that teams know exactly what to expect when issues arise, helping maintain continuity for business-critical analytics systems.

Structured escalation and faster hotfix delivery

Enterprise support also introduces more structured escalation procedures. These include:

• Clearly defined escalation paths.
• Dedicated escalation contacts.
• The ability to deliver hotfixes outside the standard release cycle when necessary.

For production environments where downtime can affect business operations, faster escalation and remediation pathways can significantly reduce risk.

Expanded product lifecycle and extended support

The updated SLA also provides clearer guidance around product lifecycle coverage and management. Enhancements include:

• Defined support windows for product versions.
• Extended support coverage for Business and Enterprise tiers.
• Formalized extended support options to help organizations during upgrade planning and transitions.

These improvements help organizations with strict change-management policies or regulated environments plan upgrades with greater predictability and confidence.

Enhanced infrastructure and security maintenance

For Dedicated Cloud Edition deployments, the SLA now provides more clarity around infrastructure maintenance and security responsibilities. Coverage includes:

• Security patching for operating systems, runtimes, databases, and Kubernetes.
• Accelerated patching for critical vulnerabilities under Enterprise support.
• Patch coordination across production, user acceptance testing, and disaster recovery environments.
• Advanced configuration and performance tuning assistance.

These updates help ensure that Bold BI environments remain secure, stable, and optimized for performance.

What this means for legacy customers

Existing customers’ current analytics environment will continue to be supported without disruption. The support experience will align with one of the updated tiers. They may benefit from improvements in areas such as response times, onboarding guidance, and operational support.

If you are unsure which support tier applies to your account, you can check the support portal or contact our team for assistance.

A more transparent and predictable support experience

Overall, the updated Bold BI SLA introduces a more structured and transparent framework for support and service delivery. With these updates, organizations can benefit from:

• Greater flexibility in selecting support tiers.
• Clearer onboarding timelines and guidance.
• Improved availability commitments for Dedicated Cloud Edition deployments.
• Defined incident response expectations.
• Stronger lifecycle and upgrade planning support.
• Enhanced infrastructure and security maintenance coverage.

Whether you are deploying Bold BI for internal reporting or powering large-scale analytics across your organization, these updates help ensure a reliable and well-supported analytics environment.

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For full details, please refer to the updated Bold BI® SLA documents linked above.

If you have questions about choosing the right support tier for your needs, our team will be happy to assist.

Frequently asked questions

1. 1.

   What are the support tiers available in the updated Bold BI SLA?

   The updated Bold BI SLA introduces three support tiers:
   • Standard support
   • Business support
   • Enterprise support
   Each tier provides different levels of onboarding assistance, response times, and operational capabilities so organizations can select the level of support that best fits their deployment needs.
2. 2.

   What availability commitments are provided for Bold BI Dedicated Cloud Edition?

   For Bold BI Dedicated Cloud Edition, the SLA defines tier-based monthly uptime targets:
   • 99.5% availability for Standard support
   • 99.9% availability for Business support
   • 99.95% availability for Enterprise support
   Enterprise deployments also include additional operational capabilities such as 24/7 coverage for critical incidents, defined RPO and RTO targets, and enhanced monitoring and logging options.
3. 3.

   How does the updated SLA improve support and issue resolution?

   The updated SLA introduces clearer commitments for incident management, including:
   • Defined initial response times for support requests.
   • Regular status updates during issue resolution.
   • Target resolution timelines based on issue priority.
   For example, Enterprise support provides a 2-hour initial response for priority 1 incidents with 24/7 coverage, helping ensure faster engagement during critical situations.