Introduction
This article defines BCL’s (Broad Clinical Labs) Service Level Agreement (SLA) for use of its ordering portal system required to support the order submission/management and data delivery for BCL products. This SLA applies to our software system that is used for ordering and return of the results. This SLA is subject to change at any time.
Service Availability
BCL will provide 99% availability for the ordering system within BCL’s immediate control. “Availability” is defined as the system being available for access and use through an Internet connection. It is calculated as the percentage of the number of minutes in a given month that the system is available out of the total number of minutes in that month, during monitored business hours.
Services outside of BCL’s immediate control include:
- Outages or downtime affecting BCL hosting providers
- Bugs or other issues associated with the software of third parties including Fabric Genomics and the Terra Data Repository (a platform operated independently by Broad Institute’s Data Sciences Platform)
- Equipment, software, or data provided by the BCL customer
For issues with services outside of BCL’s immediate control, BCL will make every effort to work with third parties towards a resolution.
Monitoring and Maintenance
BCL actively monitors the availability and performance of the system during regular business hours (8:00 a.m. – 5:00 p.m Eastern Time, Monday through Friday excluding holidays [see Appendix]).
Support for the ordering system is provided by BCL’s support team and issues requiring assistance or escalation should be emailed to BCL Support (bcl-support@broadinstitute.org) to generate a support ticket. BCL Support hours of operation are Monday through Friday from 9:00 a.m. – 5:00 p.m. Eastern Time, excluding holidays (see Appendix).
Maintenance and substantive upgrades to the production environment are expected approximately every one to three weeks with a minimum of 24 hours notice provided to the customer via email. Production and staging deployments typically occur without downtime and happen during regular business hours. Production deployments requiring downtime are typically limited to the evening hours of 8:00 pm ET through 12:00 am ET to minimize the disruption to users.
Upgrades not impacting customer functionality and fixes for urgent issues may occur at the discretion of the product team and without notice.
Service level targets
Severity level will be assessed by BCL Support based on the information provided by the customer in the support ticket and response/resolution times (during regular business hours) are summarized below.
| Severity | Description | Target Response Time | Target Resolution Time |
| Severity 1 | Application down/service outage: the system is not operational and no workaround exists. | 1 hour | 4 hours |
| Severity 2 | Application functionality is severely impacted and services are degraded. A short-term workaround exists. | 4 hours | 1 business day |
| Severity 3 | Bug or error limiting operation of the system. Workarounds exist with little to no operational impact | 1 business day | 2 business days |
| Severity 4 | Low impact bug report or feature improvement requested. Workarounds exist with no operational impact. | 2 business days | – |
Appendix
BCL Holiday Schedule
| 2026 |
| January 1, 2026 |
| January 19, 2026 |
| February 16, 2026 |
| April 20, 2026 |
| May 25, 2026 |
| June 19, 2026 |
| July 3-4, 2026 |
| September 7, 2026 |
| October 12, 2026 |
| November 11, 2026 |
| November 26-27, 2026 |
| December 24-January 4th, 2026 |