Overview
Automation Service The Service Level Agreement (SLA) for Bizagi Automation Services is 99.95% by default.
For Customers consuming more than 500 BPUs per month, the SLA in the Production environment is 99.99%. Customers consuming less than 500 BPUs have the option to extend their SLA to 99.99%, at an additional cost, by purchasing the Enhanced Availability service for the Production environment. That is, our default SLA offers 99.95% and it can be enhanced to 99.99%. using a set of technologies that reduce service interruptions through redundant, fault-tolerant or fail-safe components.
Reliability is one of the three main pillars offered by Automation Service, as described at Automation Service overview.
Cloud technology
Automation Service uses cloud technology to ensure the reliability of Automation Service. The following technical features explain how the service is reliable.
Web apps
Automation Service infrastructure is built using Azure App Services. Compare to a single Virtual Machine, a Web App uses a full stack of active dedicated servers where the web app can run. These servers are pre-provisioned in a data center of the Azure region that you choose for your service where the Bizagi web apps are provisioned. See the Bizagi Automation Service Architecture and learn about the Bizagi web apps.
Therefore, if one server suffers a failure, the web app is redirected to another pre-provisioned and warm server. So users do not see any downtime in the service. Web apps only contains the logic and functions layer underlying a web application, for example, to run the Work Portal. Data and other confidential information are not stored in any web app but in the database.
All the servers of one web app are located within the same Azure region.
Database and storage reliability
The data layer is a critical component within Automation Service. Its design is based on the principles of high availability, resilience, and information protection, aligned with the native capabilities of Azure SQL Database and Azure Storage services.
Bizagi implements an architecture that leverages managed mechanisms for redundancy, automatic backups, and disaster recovery, ensuring service continuity and data integrity.
Storage and Database Redundancy
Database (Azure SQL Database)
The database operates on the Azure SQL Database platform, which provides built-in high availability through:
•Automatic data replication within the same region (high availability by service design).
•Logical separation between data files and transaction log files, internally managed by the platform.
•Automatic failover mechanisms without customer intervention.
These capabilities eliminate the need to manually manage file-level redundancy, ensuring continuous service availability.
File and Table Storage
For file storage and non-relational data, Bizagi uses Azure Storage accounts configured with Local Redundant Storage (LRS) for test environments and Geo-Redundant Storage (GRS) for production environments. The latter provides:
•Synchronous replication of data within the primary region.
•Asynchronous replication to a paired secondary region.
•Maintenance of multiple copies of the data to ensure durability.
This configuration protects against hardware failures and regional events, significantly increasing system reliability.
Backup Strategy
Automation Service uses the automatic backup capabilities of Azure SQL Database, which include:
•Transaction log backups every 5 to 10 minutes
•Differential backups approximately every 12 to 24 hours
•Weekly full backups
Geo-Redundancy of Backups
All backups are stored using Geo-Redundant Storage (GRS), which implies:
•Multiple copies stored in the primary region
•Replication to a paired secondary region
•Protection against regional failures affecting backup storage
This strategy allows the database to be restored even in regional disaster scenarios.
Retention Policy and Point-in-Time Restore
Point-in-Time Restore (PITR)
Bizagi retains backups for up to 35 days. This policy allows the database of the Automation Service test or production environment to be restored to any point within the 35-day window. For example, if a deployment fails, a support ticket can be submitted requesting a restoration. The customer must specify the date and time (UTC), and the database will be restored to the closest restore point available based on the backups performed by Azure.
Long-Term Retention (LTR)
For the production environment, an additional long-term retention policy is configured:
•Frequency: Monthly
•Retention period: 3 months
This enables the preservation of historical backups for audit, compliance, or extended recovery purposes.
High availability
The Service Level Agreement (SLA) for Bizagi Automation Services is 99.95% by default. For customers consuming more than 500 BPUs per month, the SLA is 99.99%. Customers consuming less than 500 BPUs have the option to extend their SLA to 99.99%, at an additional cost, by purchasing the Enhanced Availability service for the Production environment.
Default High Availability in Automation Services - 99.95% SLA
In our standard offering, Bizagi ensures a high level of availability with a 99.95% SLA by provisioning services within a single data center. This configuration provides robust performance and reliability, ensuring that your operations remain smooth and uninterrupted under typical conditions.
Key features of our default high availability include:
•Local Data Redundancy: We protect data integrity and availability by storing multiple copies of your data within the same data center. This approach safeguards against hardware failures and data corruption, allowing seamless transitions if one server experiences issues.
•Failover Protection: In the rare event of server failure, other servers are ready to take over instantly, maintaining service continuity without disruption.
•Infrastructure Resilience: Our data centers are equipped to handle common failures such as power outages and network disruptions. With 24/7 uninterrupted power supplies backed by emergency generators, we ensure continuous operation.
This SLA is ideal for customers seeking a balance between cost and reliability, who can tolerate minimal downtime in rare instances of complete data center failure.
Enhanced Availability in Automation Services Production environment- 99.99% SLA
For customers requiring virtually no downtime and seamless operations at all times, our Enhanced Availability service offers an upgraded SLA of 99.99%. This level of reliability minimizes any potential interruptions to your business processes.
To achieve this enhanced level of availability:
•Zone Redundancy: We deploy services across three independent data centers within the same region. This zone redundancy ensures that even if one data center fails, others can immediately assume control without affecting service delivery.
•Active-Active Replication: Our platform employs real-time replication across all three zones, maintaining consistent operation at all times. Should one zone experience an issue, the remaining zones seamlessly continue operations without any noticeable impact on performance or availability.
In summary, our Enhanced Availability service provides fault tolerance with its combination of zone redundancy and active-active replication. Customers opting for this service benefit from maximum uptime assurance, ensuring their operations remain uninterrupted even in the face of significant infrastructure challenges.
Choose the level of reliability that best suits your business. Learn more at Azure Infrastructure Availability.
Scheduled maintenance
Bizagi releases platform updates on a regular basis to improve its reliability, performance and security. Scheduled maintenance is notified through our support channels.
For more information on scheduled maintenance, refer to our Service Level Agreement available at Bizagi Standard Agreements.
Difference between Business Continuity and Disaster Recovery
The reliability mechanisms outlined above ensure that your data is safeguarded in the event of a platform unavailability event. Note the following considerations:
•The service offers a 99.95% service level agreement. If you need to maintain recovery time objectives (RTO) and recovery point objectives (RPO) within the organization's limits for the production environment, you should purchase the Disaster Recovery Service.
•All servers for a web application are located within the same Azure region. If you want to have full redundancy of all web applications in the architecture, you can purchase the Disaster Recovery Service.
Business Continuity
Business Continuity (BC) refers to the internal policies and procedures Bizagi has in place to ensure that critical business operations can continue during and after a significant disruption. These policies are aimed at maintaining the essential functions of the organization, ensuring that employees have the resources they need to continue their work, even in emergency situations. Our Business Continuity Planning Manual focuses on:
•Recovering critical information assets.
•Reducing the impact of service interruptions on our business operations.
•Ensuring the security and continuity of information systems and business processes.
This plan is primarily for internal use and is designed to handle various scenarios, such as emergencies at our headquarters or unavailability of IT resources, to ensure our internal operations can continue with minimal disruption.
Disaster Recovery
Disaster Recovery (DR) is a service specifically designed to address the continuity of the PaaS (Platform as a Service) offerings we provide to our customers. This service comes into play when there is a significant disruption affecting our cloud-based services, such as natural disasters, IT outages, or other catastrophic events. The DR plan includes:
•Provisioning a secondary recovery region to which services can be switched in the event of a disaster.
•Offering different levels of service, including a database-only approach and a full replica of the primary region.
•Ensuring minimal data loss and quick recovery times, with specific Recovery Point Objectives (RPO) and Recovery Time Objectives (RTO).
While the Business Continuity plan focuses on internal processes and employee resources, the Disaster Recovery plan is customer-facing and ensures that our PaaS services remain resilient and recover quickly from major disruptions.
Applicability
•Business Continuity: Applies to Bizagi's internal operations, ensuring that our workforce and critical internal processes can continue during disruptions.
•Disaster Recovery: Applies to the PaaS services we provide to our customers, ensuring minimal service disruption and rapid recovery in the event of a disaster.
For our customers, understanding this distinction is crucial. The Business Continuity plan supports our internal resilience, whereas the Disaster Recovery plan directly supports the resilience and continuity of the services we provide to you.
Last Updated 4/15/2026 10:26:05 AM