{"info":{"_postman_id":"72e4d7aa-fa70-4be9-b6a9-d3c77e7444ff","name":"BITA GmbH - Calculation Service Level Agreement","schema":"https://schema.getpostman.com/json/collection/v2.0.0/collection.json","toc":[],"description":"","owner":"3843295","collectionId":"72e4d7aa-fa70-4be9-b6a9-d3c77e7444ff","publishedId":"2s8ZDbVL9z","public":true,"customColor":{"top-bar":"FFFFFF","right-sidebar":"FFFFFF","highlight":"27276D"},"publishDate":"2023-01-24T02:57:43.000Z"},"item":[{"name":"Service Commitment","item":[],"id":"00a697b4-72a1-4eb6-93e2-7fa52b0b2400","description":"

At BITA, we are dedicated to offering around-the-clock support for any troubleshooting service. Our Operations and IT teams are located in Europe, Asia, and Latin America, and we prioritize timely responses to all client inquiries as outlined in our Client Support Coverage section.

We will make every reasonable effort to ensure that index calculation and dissemination are available with a monthly uptime percentage of at least 99.95%.

\n","_postman_id":"00a697b4-72a1-4eb6-93e2-7fa52b0b2400"},{"name":"Definitions","item":[],"id":"b59436a6-0d47-4cd5-8347-1bf040eb474d","description":"

The Operations Team is responsible for monitoring the accurate calculation of indexes and cryptocurrencies. They also detect any issues that arise and respond to client requests.
The IT Team troubleshoots issues after they are detected.
To calculate the Monthly Uptime Percentage, deduct the percentage of continuous 15-second periods of Downtime from 100%. The percentage measurements should not include any downtime that resulted directly or indirectly from the SLA Exclusions.
When an instrument's price data is not disseminated for more than 15 seconds, it is referred to as downtime. This can only occur when there is sufficient incoming market data to determine a new price.

\n","_postman_id":"b59436a6-0d47-4cd5-8347-1bf040eb474d"},{"name":"Client Support Coverage","item":[],"id":"56acd422-1034-43b3-b030-da0ca77ed6c8","description":"

BITA offers full-time support. Both Operations and IT teams are readily available for monitoring and solving issues. The average response time of the Operations team is 5 minutes or less. The IT average troubleshooting time is 15 minutes after the issue is detected.

Below, you will find our contact information. All the times are specified in Central European Time (CET).

Business Days

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n

Time	Contact channel	Email	Phone
From 3 am to 3 pm	Email, phone, Slack dedicated channel, Whatsapp dedicated group.	ops@bitadata.com, jp@bita.io, gk@bita.io	+91 9820838948 +44 7587162136
From 3 pm to 3 am	Email, phone, Slack dedicated channel, Whatsapp dedicated group.	ops@bitadata.com, mp@bita.io, gk@bita.io	+58 4241319532 +44 7587162136

Weekends

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n

Time	Contact channel	Email	Phone
24 hours	Email, phone, Slack dedicated channel, Whatsapp dedicated group.	ops@bitadata.com, jp@bita.io, gk@bita.io	+91 9820838948 +44 7587162136

","_postman_id":"56acd422-1034-43b3-b030-da0ca77ed6c8"},{"name":"SLA Exclusions","item":[],"id":"1ac5b987-ff5c-45f5-bc2e-fc2ade04947e","description":"

Multizone downtimes from Amazon Web Services on their Ohio (us-east-2) data center.
If BITA's client does not have a license agreement with a specific exchange that requires one, the exchange may stop providing data to our system. It's important to note that the SLA does not cover any potential downtime that may result.

\n","_postman_id":"1ac5b987-ff5c-45f5-bc2e-fc2ade04947e"}]}