1. Scope
This SLA forms part of the Terms & Conditions between Bookboost AB and the Customer and applies to all subscribed customers unless their Proposal says otherwise.
It covers the production Bookboost platform: Multi-Channel CRM, Unified Inbox, Guest App, the CDP, Marketing Automation and Guest Journey Builder, Bookboost-hosted web APIs, and the background processing that supports them.
2. Availability commitment
Bookboost commits to 99.5% availability of the Service, measured monthly.
99.5% of a 30-day month is approximately 3 hours 39 minutes of unavailability.
"Unavailable" means the Service does not respond to valid requests, as measured by Bookboost's monitoring, excluding the exclusions in §7.
3. Measuring and publishing availability
Bookboost monitors availability continuously and makes monthly availability figures, together with a record of incidents affecting the Service, available to the Customer on request.
4. Service credits
If monthly availability falls below 99.5%, the Customer is entitled to a service credit calculated as:
Credit = (99.5% − Actual Monthly Availability) × 5 × Monthly Subscription Fee
Worked examples:
| Actual availability | Credit |
|---|---|
| 99.0% | (99.5 − 99.0) × 5 = 2.5% of the Monthly Subscription Fee |
| 98.0% | 7.5% |
| 95.0% | 22.5% |
| 90.0% | 47.5% |
Basis. Credits are calculated on the Monthly Subscription Fee, excluding installation, training, third-party marketplace fees, travel and other one-off charges.
Cap. Credits in any month will not exceed 100% of the Monthly Subscription Fee for that month.
Claiming. Request credits by emailing your Account Manager by the 15th of the month following the month in which the commitment was missed.
Exclusive remedy. Service credits are the Customer's sole and exclusive remedy for failure to meet the availability commitment.
5. Support
5.1 Coverage
| Infrastructure monitoring | 24/7/365, automated, across the whole platform |
| Support hours | 09:00–17:00 CET, Monday to Friday, excluding Swedish public holidays |
| All severity levels | Responded to during support hours |
5.2 Severity levels and response targets
| Severity | Definition | Initial response |
|---|---|---|
| 1 — Critical | The Service is inoperative, or use of material features is impossible with no workaround | Within 4 support hours |
| 2 — High | High impact to key parts of the Service, or material features seriously impaired and not reasonably avoidable without significant effort | Within 8 business hours |
| 3 — General | Medium-to-low impact; the Customer can still access and use some functionality | Within 2 business days |
| 4 — Low | Low-to-no impact on access to or use of the Service | Within 5 business days |
Response targets are targets for first substantive response, not for resolution. Bookboost will keep the Customer informed of progress until the issue is resolved or a workaround is in place.
5.3 Escalation
If the Customer is not satisfied with progress, escalate: Support Account Manager the Head of Customer Success. Contact points are listed in the Help Center.
5.4 Contacting support
Help Center, or support@bookboost.io. The Customer must designate at least one primary contact with
administrative privileges, and may designate additional Customer Contacts.
Support cases should identify the affected account and include error messages, relevant logs, steps to reproduce, and screenshots where applicable.
Do not include personal data, sensitive data or other regulated data in a support case unless Bookboost Support has specifically requested it for troubleshooting.
6. Maintenance
Bookboost aims to perform maintenance without downtime. Where planned maintenance requires unavailability, Bookboost will give at least 5 business days' notice to designated Customer Contacts, and will schedule it outside 06:00–23:00 CET wherever practicable.
Notified planned maintenance within these parameters is excluded from availability calculations. Unplanned or unnotified downtime is not.
7. Exclusions
Bookboost is not liable for failure to meet the availability commitment to the extent it arises from:
- the Customer's failure to use the Service in accordance with Bookboost's recommendations — though on being notified, Bookboost will endeavour to help address it;
- Customer or end-user equipment;
- hardware and network dependencies owned or managed by the Customer;
- third-party integrations, acts, services or systems not provided by or on behalf of Bookboost;
- force majeure — any cause beyond reasonable control, including acts of God, labour disputes, systemic utility or telecommunications failure, natural events, embargoes, riots, public health emergencies, acts or orders of government, terrorism, or war;
- evaluation, free trial or proof-of-concept use;
- beta or preview functionality not intended for production use, as identified in the Service; or
- planned maintenance notified in accordance with §6.
8. Backup and recovery
| Backup frequency | Continuous, with point-in-time recovery |
| Retention | 30 days |
| Encryption | Encrypted in transit and at rest (AES-256) |
| Location | Ireland (EEA), across multiple availability zones |
| Restoration testing | Tested at least annually |
| RPO / RTO | Recovery point objective 1 hour; recovery time objective 4 hours |
Restoration. On system failure or data loss, Bookboost will assess scope, select a restoration point, restore, and confirm the outcome with the Customer.
9. Infrastructure and monitoring
The Service runs on Amazon Web Services in Ireland. Customer data is hosted at rest within the European Economic Area.
Bookboost monitors its infrastructure 24/7 for availability, performance and security, and mobilises technical teams on critical incidents regardless of time or day.
10. Exit and data portability
The Customer may export its data at any time during the term through the Service, in a structured, commonly used, machine-readable format. On termination, the export and deletion process in the DPA applies.
Bookboost will provide reasonable assistance with transition to another provider on request.