Support and Availability Policy
Last updated: December 2025
1. Overview
This Support and Availability Policy describes the service levels, platform availability, and technical support that BrixAurea provides to its users.
2. Platform Availability
2.1 Uptime Guarantee
BrixAurea commits to maintaining platform availability of 99.5% during each calendar month, excluding scheduled maintenance periods.
2.2 Scheduled Maintenance
We may perform scheduled maintenance with at least 48 hours advance notice. Maintenance windows will preferably occur outside business hours.
3. Support Channels
Help Center
24/7 access to documentation, guides, and FAQs through our online help center.
4. Response Times
| Priority | Description | Response |
|---|---|---|
| Critical | Platform unavailable | 2 hours |
| High | Important functionality affected | 8 hours |
| Medium | General issue or question | 24 hours |
| Low | Feature request or enhancement | 48 hours |
5. Service Hours
Our support team is available during business hours (Monday to Friday, 9am to 6pm, Miami, Florida time). Critical issues are monitored 24/7 through automated systems.
6. Data Backup
We perform automatic daily backups of all user data. Backups are stored securely and encrypted, retained for 30 days.
7. Get in Touch
For technical support or questions about this policy:
Support:support@brixaurea.com
Hours:Mon-Fri, 9am-6pm (Miami, Florida)
BrixAurea • Miami, Florida 33180, USA