Service Level Agreement

This agreement applies to the infrastructure Bloomneo operates for you under an active subscription: servers, domains, DNS, certificates, backups, storage, transactional email and monitoring.

It does not cover your own application code, or third-party services you run yourself. If your application has a bug, we will help you find it — but the uptime commitment below applies to the infrastructure beneath it.

We commit to the following monthly uptime for the infrastructure we operate:

• Basic — 99.5% monthly uptime
• Standard — 99.9% monthly uptime
• Enterprise — 99.95% monthly uptime

For context, 99.9% allows roughly 43 minutes of unavailability in a 30-day month. We would rather state the real figure than round it up to a number that reads better.

Uptime is measured by our monitoring against your production endpoints at one-minute intervals across a calendar month. A minute counts as down when the endpoint fails to respond correctly twice in succession.

• Scheduled maintenance announced at least 48 hours in advance
• Failures caused by your own code, configuration, or a third-party service you control
• Traffic beyond the capacity of your plan, where we have already advised an upgrade
• Upstream provider outages and force majeure events beyond our control
• Suspension for non-payment, following written notice

First response, measured from when your request reaches us:

• Basic — business hours, Monday to Friday, 10am–7pm IST
• Standard — within 4 hours during business hours
• Enterprise — within 1 hour, with a named contact

A critical incident — production unreachable, or data at risk — is treated as critical on every plan, including Basic. We do not leave an outage in a queue because of a tier.

• Critical. Production is down or unreachable, or data is at risk. We start immediately and keep you updated until service is restored.
• High. A significant component is failing but a workaround exists — mail not sending, or a certificate expiring within 48 hours.
• Normal. Something needs attention while the business keeps operating: a DNS change, a performance question, a scheduled restore.

Automated daily backups, retained according to plan:

• Basic — 7 days
• Standard — 30 days
• Enterprise — 90 days, with a restore tested quarterly

Backups are encrypted at rest on our infrastructure. A backup that has never been restored is an assumption rather than a safeguard, which is why restore testing is part of the Enterprise commitment and available on request for other plans.

We issue and renew TLS certificates for the domains we manage, and verify each renewal by reading the expiry date back from the server rather than assuming the renewal succeeded. Where a renewal fails, we act on it before the certificate expires.

Where maintenance requires downtime, we will:

• Notify you at least 48 hours in advance
• Schedule it off-peak, typically between 2am and 6am IST
• Keep the window to the minimum needed
• Confirm when it is complete

Emergency security patching may happen without notice. We will tell you afterwards, with the reason.

Where monthly uptime falls below the committed figure, you may claim a credit against the following month:

• Below the commitment but above 99.0% — 10% of that month's fee
• Between 95.0% and 99.0% — 25% of that month's fee
• Below 95.0% — 50% of that month's fee

Claims should be made within 30 days of the affected month. Credits are the remedy under this agreement. If we miss the commitment in three consecutive months, you may terminate without notice and we will assist with migration at no charge.

After any critical incident we will tell you what happened, what caused it, and what we are changing so it does not recur — whether or not you ask, and whether or not the cause reflects well on us.

We may update this agreement. Where a change reduces a commitment, we will give 30 days' notice and you may terminate within that period without penalty.