Service Level Agreement

This Service Level Agreement applies to paid Bloomneo customers using any of our three platform layers:

• Cloud Servers (Layer 1) — managed infrastructure
• Customer Tools (Layer 2) — onboarding, ticketing, chat, notifications
• AI Agents (Layer 3) — workflow automation and intelligent agents

Different tiers have different commitments — see below.

We commit to the following monthly uptime for each plan tier:

• Basic plan: 99.5% uptime
• Pro plan: 99.9% uptime
• Max plan: 99.95% uptime
• Custom enterprise plans: negotiated individually, up to 99.99%

"Uptime" means the percentage of time in a calendar month that the service is available and responding to requests within normal parameters.

Uptime is calculated as:

Uptime % = (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100

"Downtime" is the cumulative time during which the service is unavailable, measured by our monitoring systems and verifiable through our public status page.

Downtime does not include:

• Scheduled maintenance windows announced at least 48 hours in advance
• Issues caused by your own configuration, code, or third-party integrations
• Force majeure events (natural disasters, war, etc.)
• Outages of upstream cloud providers (AWS, GCP, etc.) — though we'll still help you recover
• Customer-initiated suspensions or terminations

If we fail to meet our uptime commitment in any calendar month, you're entitled to a service credit applied to your next invoice:

• 99.0% to commitment: 10% credit on monthly fee
• 95.0% to 98.99%: 25% credit on monthly fee
• Below 95.0%: 50% credit on monthly fee

Service credits are applied automatically — you don't need to ask. We'll notify you proactively and post a public incident report on our status page within 5 business days of the incident.

Service credits are your sole and exclusive remedy for any uptime failures. The maximum credit in any month is 50% of that month's fee.

We commit to the following first-response times for support tickets:

• Basic plan: within 24 hours, business days
• Pro plan: within 8 hours, business days
• Max plan: within 2 hours, 24/7
• Critical incidents (any tier): within 1 hour, 24/7

A "critical incident" is a complete service outage or security breach affecting your production environment.

"First response" means a real engineer acknowledges your ticket and begins investigating — not just an automated reply. We don't use bots or ticket queues that funnel you to nowhere.

P1 — Critical

Complete service outage or security breach affecting production. Examples: site is down, data is exposed, authentication is broken.

P2 — High

Major feature or component is broken, but workarounds exist. Examples: payment processing failing, AI agents returning errors.

P3 — Medium

Minor feature broken or degraded performance. Examples: dashboard loading slowly, non-critical reports failing.

P4 — Low

Cosmetic issues, feature requests, or general questions. Examples: UI alignment, how-to questions.

We schedule maintenance windows for upgrades, security patches, and infrastructure changes. Whenever possible, we use rolling deployments and zero-downtime techniques to avoid impact entirely.

When maintenance does require downtime, we will:

• Notify you at least 48 hours in advance
• Schedule it during off-peak hours (typically 2 AM to 6 AM IST)
• Limit the window to the minimum time needed
• Provide real-time updates on our status page

Scheduled maintenance windows do not count against our uptime commitments.

For Pro and Max plans, we provide automated daily backups of your databases:

• Pro plan: 7-day backup retention, daily snapshots
• Max plan: 30-day backup retention, daily snapshots, point-in-time recovery

Backups are encrypted and stored on your private cloud (since your data lives there). You can restore from any backup within the retention window through your dashboard or by contacting support.

We test backup restoration monthly to ensure they actually work when you need them.

We maintain a public status page showing real-time service health, ongoing incidents, and historical uptime metrics. You can subscribe to updates via email, RSS, or webhook.

After every major incident, we publish a post-mortem explaining what happened, why it happened, and what we're doing to prevent it from happening again. We don't hide problems.

To be eligible for service credits under this SLA, your account must be in good standing — meaning all invoices are paid and you're not in violation of our Terms of Service.

Service credits do not apply during free trials, beta features, or services labeled as "experimental".

We may update this SLA from time to time. We'll update the "Last updated" date at the top of this page. For changes that reduce your protections, we'll provide at least 60 days notice and you'll have the option to terminate your subscription without penalty.

If you have questions about this SLA, want to claim a service credit (though we should auto-apply them), or need clarification on how we measure uptime, reach out via our contact page.

For terms and conditions, see Terms of Service. For privacy, see Privacy Policy.