Support Service Level Agreement
At Bayou, we view support as a partnership in your success. We understand that reliable utility data is critical to your customers' experience, and we're committed to responding quickly when issues arise and resolving them as quickly as possible.
Because Bayou uses utility websites as a primary source for customer-permissioned utility data, at times there may be problems with a utility's website outside of Bayou's control which may cause interruptions in Bayou's product functionality. In these cases, we will do our best to work around the utility issue but likely will not be able to resolve the issue until the utility has restored their services.
We prioritize support based on the severity of the issue, with response time targets shown below. When you report an issue, please include the severity level that you think should be applied – we will notify you if we adjust it.
Support is available during business hours, 9am to 8pm M-F US Eastern time. (6am to 5pm Pacific).
| Issue Priority | Severity Description | Examples | Response Target |
|---|---|---|---|
| Critical (P0) | Major functionality is entirely unavailable or unusable | Bayou dashboard unavailable Data retrieval APIs unavailable All webhooks not firing Auth or data delivery is failing completely for one or more utilities, usually due to a utility change or outage | Within four (4) business hours |
| High (P1) | Significant functionality degradation affecting customer operations | A Bayou API (e.g. bill retrieval) is failing intermittently Bill or interval data is intermittently failing for a utility, usually due to a utility change Bill or interval data is significantly incorrect for most meters for a utility, usually due to a utility change | Within one (1) business day |
| Medium (P2) | Less critical functionality issues or data quality concerns | Interval data frequently takes an hour to arrive for a utility that Bayou supports with Instant data Bill or interval data is incorrect for a number of meters for a utility. | Within two (2) business days |
| Low (P3) | Non-critical issues or requests | API functionality questions Utility support questions Cosmetic issues Small edge cases in data retrieval or delivery | Best Effort |
Updated 4 days ago