What is a critical issue? What’s the standard response and resolution time for them?
A critical issue is a very time sensitive concern that impacts the continuity of a process flow, such as a service down emergency. They must be escalated immediately to ensure quick resolution. Depending on your Builder Care plan, we provide a commitment of 2 to 8 hours for resolving critical issues.
Does Builder Care support third-party API/SDK updates?
Yes, third-party API/SDK updates are included for all standard features. For any custom feature that was part of your original Buildcard, it’s also included in your Builder Care plan.
Do you offer scheduled system maintenance for infrastructure running my app/website?
Our systems run 24/7 for uptime and performance monitoring, thus providing immediate support for crashes, in all our Builder Care plans. This is upgradable to Infrastructure and application performance monitoring (APM) with Standard Care Plus, Enterprise Care, and Enterprise Care Plus.
What are the channels available to a user to flag concerns?
We provide multi-channel support with all Builder Care plans. You can flag your concern using our website, chat, or email.