Bacenik CIQ™
Cost Intelligence Quotient
Service levels & support
Target service levels for Bacenik CIQ™ enterprise programs. Contractual commitments are stated on your Order Form.
Availability
Target monthly uptime: 99.5%, excluding scheduled maintenance noticed in advance when practical. Current posture is published on the service status page.
Support response
- Urgent (service down or security incident): acknowledge within 1 business hour
- Major feature impaired: within 4 business hours
- General questions: next business day
Recovery objectives
Recovery targets for your program are confirmed during onboarding. Typical pilot targets are recovery point within 60 minutes and recovery time within 4 hours, subject to your Order Form.
Incident notice
Material security incidents affecting customer data: we aim to notify within 72 hours of confirmation, as described in our incident response process.