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Documentation Index

Fetch the complete documentation index at: https://braintrust.dev/docs/llms.txt

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Applies to:
  • Plan -
  • Deployment -

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Overview

This policy applies exclusively to customers on the Enterprise plan.
A critical outage is a problem in production (not staging or test) where Braintrust services are inaccessible or unavailable. Braintrust reserves the right to reclassify the severity of an issue based on impact and available information. Support coverage varies depending on your deployment type. For self-hosted deployments, all outage reports should be submitted by a customer infrastructure administrator with sufficient access to assist in diagnosing infrastructure-related issues.

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How to report a critical outage

Submit critical outage reports through one of the following channels for rapid response:
  • Slack
    • Message your shared Braintrust Slack channel.
    • Complete the form the Braintrust Support bot replies with.
  • Customer Portal
    • Go to support.braintrust.dev.
    • Select “Create Ticket” → “Outage Report”.
    • Fill out and submit the form.
Submitting through these channels ensures your issue is properly routed and escalated.

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SLA exclusions

The following issues do not qualify for SLA response targets:
  • Issues related to running an unsupported version of Braintrust.
  • Issues caused by customer-managed infrastructure (for self-hosted deployments).
  • Issues not submitted through official support channels.
  • Issues where insufficient information is provided to investigate.