Service Level Agreement (SLA)
Version 1.0 — 3 June 2026
This Service Level Agreement (the “SLA”) forms part of the BookOS Terms of Service and applies to Customers on a paid plan that expressly includes SLA coverage (currently the Business and Enterprise plans). Customers on free, trial, or evaluation tiers receive the Service on a best-effort basis and are not covered by this SLA.
1. Definitions
- “Covered Service” means the production BookOS web application, REST API, and tenant subdomains, excluding Beta Features (as defined in the Terms) and the services listed in Section 5.
- “Downtime” means a sustained period of at least five (5) consecutive minutes during which the Covered Service returns HTTP 5xx errors or fails health checks for more than 95% of monitored requests, as measured by BookOS’s synthetic monitoring from at least two independent geographic probes.
- “Monthly Uptime Percentage” means
(Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100. - “Service Credit” means the credit applied to your next subscription invoice as set out in Section 3.
2. Availability target
BookOS targets a Monthly Uptime Percentage of 99.9% for the Covered Service. Status and incident history are published at status.bookos.io.
3. Service credits
| Monthly Uptime Percentage | Service Credit |
|---|---|
| < 99.9% but ≥ 99.0% | 10% of the monthly fee for the affected Service |
| < 99.0% but ≥ 95.0% | 25% of the monthly fee for the affected Service |
| < 95.0% | 50% of the monthly fee for the affected Service |
4. Claim procedure
To receive a Service Credit you must submit a written claim to support@bookos.io within 30 days of the end of the calendar month containing the Downtime. The claim must include: (a) the dates and times of each Downtime incident; (b) the affected accounts, subdomains, or endpoints; (c) any logs or screenshots in your possession that corroborate the issue.
Service Credits are the sole and exclusive remedy for any failure to meet the availability target. Credits are not refundable in cash, do not accrue interest, and expire on termination of your subscription. The aggregate Service Credits issued in any single monthly billing cycle will not exceed 100% of the monthly fee for the affected Service.
5. Exclusions
Downtime does not include unavailability caused by:
- scheduled maintenance announced at least 48 hours in advance, or emergency security maintenance, capped at four (4) hours per month in aggregate;
- failure or degradation of a third-party service outside BookOS’s reasonable control, including Stripe, Google Workspace, GatewayAPI, an end user’s ISP, an end user’s browser, or any DNS provider not operated by BookOS;
- force majeure events as defined in the Terms;
- Customer action or inaction, including misconfiguration, custom code, exceeded plan limits, or breach of the Acceptable Use Policy;
- suspension or termination of the Service in accordance with the Terms;
- Beta Features, sandbox environments, or non-production endpoints;
- periods of denial-of-service or volumetric attack mitigation that briefly degrade availability for the targeted resources.
6. Support response targets
Business and Enterprise customers have target initial-response times measured during normal business hours:
- Severity 1 (production-down for all users of an account): 1 hour
- Severity 2 (major feature unavailable; no workaround): 4 hours
- Severity 3 (workaround available; partial impact): 1 business day
- Severity 4 (question, request, cosmetic issue): 2 business days
Initial-response targets are not refund-eligible commitments and are not Service Credits. Enterprise customers may agree separate 24/7 on-call coverage in their order form.
7. Changes to this SLA
We may update this SLA. Material reductions to the availability target or credit table will be notified at least 60 days in advance and take effect at the next renewal of your subscription.