Bold Reports Support and SLA Updates in 2026

Effective February 2026, we have updated the Bold Reports® Service-Level Agreement (SLA) to provide clearer support commitments, improved cloud availability targets, and a more flexible support structure for organizations running reporting workloads at scale.

The updated SLA applies to both deployment options:

• • Bold Reports dedicated cloud edition
  • Bold Reports on-premises edition

These updates are designed to make it easier for teams to plan deployments, operate reporting environments reliably, and understand exactly what support they can expect at each stage of their product lifecycle.

In this article, we highlight the most important updates and what they mean for teams using Bold Reports.

What’s new in the updated SLA

Key improvements include:

• • A new three-tier support structure: Standard, Business, and Enterprise.
  • Clearer onboarding guidance with defined implementation support.
  • Tier-based availability commitments for dedicated cloud deployments.
  • Structured incident response and escalation processes.
  • Improved lifecycle support clarity for product versions.
  • Expanded infrastructure maintenance and security patching coverage.

Introducing an expanded support structure

One of the most noticeable updates is the move to a three-tier support model:

• • Standard support
  • Business support
  • Enterprise support

Previously, the SLA offered standard and premium support tiers. The new structure introduces an additional middle tier to better align support levels with different operational requirements. This change gives teams greater flexibility when selecting support coverage, whether they require basic assistance during setup or enhanced support for mission-critical reporting environments.

More structured onboarding and implementation support

The updated SLA defines a more detailed onboarding framework across support tiers.

Enhancements include:

• • Defined onboarding timelines for each support level.
  • Priority onboarding queues and dedicated support for higher tiers.
  • Expanded training sessions depending on the support tier.
  • Defined onboarding response times for support requests.
  • Structured implementation activities such as discovery sessions, deployment assistance, and dashboard setup.

These improvements provide clearer expectations and make onboarding easier to plan. Teams deploying Bold Reports can move through implementation with better visibility and support aligned to their support tier.

Hosting service commitments for dedicated cloud

For Bold Reports cloud edition, the updated SLA introduces clearly defined hosting service commitments with support for tier-based availability targets:

• • 5% monthly availability for Standard support.
  • 99.9% monthly availability for Business support.
  • 99.95% monthly availability for Enterprise support.

Enterprise deployments also include additional operational capabilities such as:

• • Advanced monitoring and alerting.
  • Faster incident response times.
  • Extended backup retention options.
  • Multiregion deployment support and advanced logging options.

These capabilities provide additional operational resilience and visibility for organizations running production reporting environments.

Clearer incident response and resolution expectations

The updated SLA also provides clearer guidance on how support incidents are handled, with structured response targets based on issue priority and support tier.

For example:

• • Enterprise-level priority 1 (P1) incidents receive an initial response within 2 hours, with continuous updates during resolution.

Each support tier includes defined response timelines, update frequencies, and target resolution for different issue priorities.

Stronger escalation and support processes

The SLA also strengthens escalation procedures to ensure faster coordination during critical issues. Enterprise support now includes:

• • Named escalation paths.
  • Dedicated escalation contacts.
  • The ability to deliver hotfixes outside the standard release cycle when necessary.

These escalation mechanisms help accelerate investigation, communication, and resolution for production-critical issues.

Improved infrastructure and security maintenance coverage

For dedicated cloud deployments, infrastructure maintenance commitments are now clearly defined. Coverage includes:

• • Security patching for operating systems, runtimes, databases, and Kubernetes.
  • Multi-environment patching support across production, user acceptance testing (UAT), and disaster recovery (DR) environments where applicable.
  • Advanced configuration and performance-tuning assistance depending on the support tier.

These commitments help ensure cloud environments remain secure, stable, and properly maintained.

Expanded product lifecycle and support coverage

The updated SLA also introduces clearer lifecycle coverage for supported product versions. Enhancements include:

• • Defined support coverage windows for product versions.
  • Extended support options for Business and Enterprise tiers.
  • Support timelines aligned with the product release lifecycle.

These updates help organizations with structured upgrade cycles better understand how long their deployed versions remain supported.

What this means for existing (legacy) customers

• • Your reporting environment and existing deployments will continue to be supported.
  • Your support experience will align with one of the updated tiers.
  • You may see improvements in onboarding support, response timelines, and overall service coverage.

If you are unsure which support tier applies to your account, you can refer to the support portal or reach out to our team for clarification.

Conclusion

The updated Bold Reports® Service-Level Agreement provides a more structured and transparent framework for support and service delivery. Customers can expect:

• • Greater flexibility with three support tiers.
  • Clearer onboarding guidance and deployment assistance.
  • Defined hosting availability targets for dedicated cloud deployments.
  • Structured response timelines for incident management.
  • Expanded lifecycle and support coverage for product versions.
  • Improved infrastructure maintenance and security patching commitments.

Whether you are embedding reporting capabilities into applications or operating large-scale reporting environments, these updates provide a more predictable, transparent, and scalable support experience for Bold Reports customers.

For complete details, please refer to the updated Bold Reports SLA documents linked above. If you have questions about choosing the right support tier for your needs, our team will be happy to assist.

Frequently asked questions

1. 1.

   What support tiers are available in the updated Bold Reports SLA?

   The updated SLA introduces three support tiers:

   • Standard support
   • Business support
   • Enterprise support

   Each tier includes different onboarding services, support hours, response targets, and escalation options as defined in the applicable SLA document.

2. 2.

   Does the Bold Reports SLA define hosting availability targets?

   Yes. For Bold Reports cloud edition, the SLA defines tier-based, monthly availability targets ranging from 99.5% to 99.95%, depending on the support tier.

3. 3.

   How does the updated SLA improve support response times?

   The updated SLA defines response targets by issue priority and support tier, including initial response targets and update frequency. For example, under Enterprise support, priority 1 (P1) tickets receive a 2-hour initial response target with 24/7 coverage, along with regular updates during issue resolution.