Service Level Agreement (SLA)
Uptime commitments, server hosting specifications, incident response times, and service credit terms for the BosonWare Workspace platform.
Fully Managed Hosted Infrastructure
BosonWare Workspace is hosted exclusively on BosonWare Enterprises dedicated servers and high-availability cloud infrastructure. Clients benefit from automated zero-maintenance deployment, high-throughput memory managers, and 24/7 hardware monitoring.
1Hosted Server Environment & Availability Target
BosonWare Enterprises guarantees a monthly uptime percentage of at least 99.9% for all hosted BosonWare Workspace instances across each calendar month billing cycle.
Uptime Percentage = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
2Maintenance Windows & Security Hotfixes
- Scheduled Maintenance: Conducted during low-traffic windows (typically Saturdays between 01:00 UTC and 04:00 UTC). Clients are notified at least 48 hours in advance via status dashboard or registered email.
- Emergency Maintenance: Critical zero-day security patches or severe hardware mitigations executed immediately with concurrent status notices. Emergency maintenance minutes do not count toward scheduled downtime.
3Incident Response & Severity Levels
Our engineering operations team monitors server telemetry around the clock. Issues reported to support or flagged by telemetry are categorized as follows:
| Severity Level | Description | Initial Response | Target Action |
|---|---|---|---|
| Severity 1 - Critical | Complete outage of BosonWare Workspace hosted server environment or core API operations. | < 1 Hour | Immediate escalation & continuous resolution work until restored. |
| Severity 2 - Major | Significant performance degradation or feature unavailability impacting productivity. | < 4 Hours | Workaround or hotfix deployed within 12 hours. |
| Severity 3 - Minor | General questions, minor UI defects, or feature requests. | < 24 Hours | Addressed in next scheduled maintenance update. |
4Data Protection & Server Redundancy
All data within hosted BosonWare Workspace environments is protected by enterprise redundancy controls:
- Automated daily server-level snapshots and off-site encrypted backups.
- Multi-zone data replication across BosonWare server clusters.
- Zero-downtime rollover protocols for routine host upgrades.
5Service Credits & Remedies
If BosonWare Workspace server availability falls below the 99.9% uptime target in any billing month, eligible clients are entitled to claim service credits applied toward future hosting subscription invoices:
Service credit requests must be submitted within 30 days of the affected month end by contacting support@bosonware.org.
6Exclusions & Client Responsibilities
This SLA does not apply to performance issues or downtime resulting from:
- Client ISP, local networking, or hardware malfunction outside BosonWare servers.
- Third-party API dependencies or external services integrated by client choice.
- Suspension of services due to violation of the BosonWare Acceptable Use Policy (AUP).