> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brm.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# BRM Service Level Agreement (SLA) Times

> At BRM, we are committed to delivering responsive and reliable support. To ensure consistency, we measure our performance against Service Level Agreements (SLAs) for all support issues.

## Support Hours

* **Support hours:** Monday to Friday, 8:30 am – 5:00 pm PT
* SLAs are measured **during business hours**.
* Requests submitted outside of business hours will be tracked beginning at the next business day.

## SLA Commitments

| **SLA Metric**              | **Target Time**           |
| :-------------------------- | :------------------------ |
| **First Response Time**     | Within **30** **minutes** |
| **Follow-up Response Time** | Within **30** **minutes** |

## How We Measure

* **First Response Time** is the time from when an issue is created to when a BRM support team member first replies.
* **Follow-up Response Time** is the time between customer replies and BRM responses during the lifecycle of a ticket.
* SLAs are automatically tracked in our support system and apply to all issues from all sources.

Please note: To help us resolve your issues faster, please include screenshots, steps to reproduce the issue, and the expected vs. actual outcome in your initial request.