Service level agreements
A service level agreement (SLA) attaches to the Support SLA tier of BuiltForProd Managed, which the offerings note describes as governed by strict, predefined service level agreements. Team Augmentation is a commitment of dedicated engineer time rather than a per-request response window. On-Demand support carries no SLA. The figures in every case are in your customer agreement, not on this site.
What each tier commits to
| Tier | Commitment stated in the offerings note | SLA |
|---|---|---|
| On-Demand | Consultation and support by the hour, when needed, minimum 10 hours | None; best effort |
| Support SLA | Fixed price pre-paid per year, 100 hours minimum, expiring after one year, 30% saving compared to On-Demand | Yes: strict, predefined, in the agreement |
| Team Augmentation | Dedicated engineers embedded in your team, 4 or 8 hours per day, 6 or 12 months, billed monthly | Presence-based: the committed hours per day, in the agreement |
Support SLA
Under this tier a request has a severity, a response time and, where the agreement says so, a resolution target, using the definitions on the previous page. What the agreement fixes:
- the severity scale and how a severity is assigned;
- the response time per severity, and whether the clock runs around the clock or in business hours;
- resolution targets, where stated, and what counts as a workaround;
- how hours are counted against the 100-hour block and when the block expires.
Because the block is pre-paid for a year, the tier suits teams that want the same engineers available at a known price and with a known response, rather than a per-incident quote.
Team Augmentation
The commitment is time: a part-time engineer works 4 hours per day (20 per week), a full-time engineer 8 hours per day (40 per week), for a 6- or 12-month term billed monthly. The offerings note states the savings: about 10% for a 12-month commitment and about 17% for the full-time option. Because the engineer is embedded in your team, work follows your team's priorities and incident process rather than a per-request queue; the agreement states the hours, the term and how time off and escalation are handled.
On-Demand
No SLA. You pay per hour, with a 10-hour minimum, and BuiltForProd engineers respond as capacity allows. If your business needs a response guarantee, the Support SLA tier exists for that reason.
What the agreement does not cover
The SLA governs BuiltForProd's response, not AWS service availability and not the availability of your own workloads. The shared responsibility model sets out what AWS, BuiltForProd and you each own. Purchase and invoicing, including buying through AWS Marketplace with a private offer, are described under purchasing and licensing.