Version 1.0 --- Effective 2026-10-01 · last updated 2026-09-12
This Support & Service Level Schedule ("SLA") forms part of the BOMSync Terms of Service. It applies only to paid production subscriptions unless an Order Form states otherwise. It does not apply to Beta Features, evaluation access, free trials, sandbox environments, preview functionality, customer-managed integrations, or services identified as excluded.
Launch service level proposed for review: 99.5% Monthly Availability. This is deliberately more conservative than a mature 99.9% enterprise SLA and can be increased later by Order Form or future SLA revision once BOMSync has sufficient operating history.
1. Monthly Availability Commitment
BOMSync will use commercially reasonable efforts to make the production Service available at least 99.5% of each calendar month ("Monthly Availability Commitment").
Monthly Availability is calculated as:
(Total Minutes − Excluded Minutes − Unavailable Minutes) ÷ (Total Minutes − Excluded Minutes) × 100
"Unavailable" means the production Service is materially inaccessible to substantially all Authorized Users of the affected tenant because of a failure within systems controlled by BOMSync.
A partial degradation that does not materially prevent use of the affected Service is not automatically Unavailable, but BOMSync will investigate material degradation under the support process below.
2. Excluded Minutes
The following are excluded from the Monthly Availability calculation:
- scheduled maintenance announced at least 48 hours in advance where reasonably practicable;
- emergency maintenance required to address a security vulnerability, active attack, data-integrity risk, legal requirement, or material service instability;
- failures caused by Customer systems, Customer Data, Customer configuration, Customer networks, Customer credentials, or Customer-selected integrations;
- failures of third-party services outside BOMSync's reasonable control, including Autodesk services, customer-selected AI providers, customer BYOK providers, identity providers, internet carriers, or customer ERP systems;
- suspension permitted under the Terms or AUP;
- force-majeure events;
- Beta Features, preview functionality, trial environments, sandbox environments, or functionality expressly identified as non-production;
- DNS, ISP, browser, endpoint, or local-network conditions outside BOMSync's control; and
- actions or omissions of Customer or its Authorized Users.
BOMSync will not classify a failure of a core BOMSync-selected subprocessor as excluded merely because a third party operates the underlying infrastructure if BOMSync remains contractually responsible for providing the affected production Service.
3. Service credits
If BOMSync fails to meet the Monthly Availability Commitment for an eligible paid production subscription, Customer may request the following service credit for the affected Service:
Monthly Availability Service Credit
99.5% or greater No credit
99.0% to less than 99.5% 5% of the affected monthly subscription fee
95.0% to less than 99.0% 10% of the affected monthly subscription fee
Less than 95.0% 25% of the affected monthly subscription fee
For annual subscriptions, the affected monthly subscription fee is calculated as one-twelfth of the applicable annual recurring subscription fee, excluding taxes, professional services, third-party pass-through charges, and usage-based fees not directly affected by the outage.
Credits:
- are applied to a future invoice and are not cash refunds;
- may not exceed 25% of the affected monthly subscription fee for a calendar month;
- are Customer's sole and exclusive monetary remedy for failure to meet the Monthly Availability Commitment; and
- do not limit termination or refund rights expressly provided elsewhere in the Terms.
4. Credit request procedure
Customer must request a service credit within 30 days after the end of the month in which the qualifying event occurred by emailing support@bomsync.com.
The request should identify:
- Customer and affected tenant;
- date and approximate time of the incident;
- affected functionality; and
- a reasonable description of the impact.
BOMSync will evaluate the request using its service telemetry, logs, and incident records. BOMSync's calculation will control absent manifest error.
5. Support channels and hours
Primary support:
support@bomsync.com
BOMSync may also provide in-application support tools or an enterprise support channel.
Standard support hours are Monday through Friday, 09:00--17:00 Central European Time / Central European Summer Time, excluding French public holidays, unless an Order Form provides enhanced support.
BOMSync may monitor critical production incidents outside those hours but does not promise 24×7 staffed support unless an Order Form expressly includes it.
6. Severity levels and initial-response targets
Response targets are targets for initial human acknowledgement and triage, not guaranteed resolution times.
Severity Description Initial Response Target
P1 --- Critical Production Service 4 business hours
materially unavailable to
most users of a tenant,
or confirmed material
security/data-integrity
event with no reasonable
workaround
P2 --- High Major production 1 business day
functionality materially
impaired for multiple
users; important workflow
blocked; no practical
workaround
P3 --- Normal Non-critical defect, 2 business days
intermittent issue, or
functionality impaired
with a reasonable
workaround
P4 --- Low / General question, 3 business days Request documentation request, enhancement suggestion, cosmetic issue
BOMSync may reclassify severity if the reported impact does not match the applicable definition.
7. Customer cooperation
Customer will provide information reasonably needed to reproduce and diagnose an issue, including relevant timestamps, affected workflow, screenshots where appropriate, browser/application version, and non-sensitive reproduction steps.
Customer must not send passwords, API keys, private keys, full payment-card details, or unnecessary personal data in support messages.
8. Maintenance
BOMSync may perform routine maintenance. Where routine maintenance is expected to materially interrupt production access, BOMSync will use commercially reasonable efforts to provide at least 48 hours' notice.
Emergency maintenance may occur without advance notice where reasonably necessary to protect security, data integrity, or service continuity.
9. Incident communications
For a material production incident, BOMSync will use commercially reasonable efforts to provide affected customers with useful status information during the incident and a summary after resolution when appropriate.
Personal Data Breach notification obligations are governed by the DPA and Privacy Policy, not this SLA.
10. Changes and higher service levels
An Order Form may provide higher availability, support, response, recovery, or residency commitments. Where an Order Form expressly conflicts with this SLA, the Order Form controls for that Customer.
BOMSync may update this SLA in accordance with the Terms. A change will not materially reduce a paid Customer's service level during a committed subscription term unless required for legal, security, or third-party reasons or agreed with Customer.