Bookboost Service Level Agreement (SLA)
- Including Monitoring Policy, Support Policy, Backup Policy
Last Updated: 25 February 2025
This Support Policy and Service Level Agreement (“Support Policy” or “SLA”) outlines Bookboost AB’s (“Bookboost,” “The Company,” “we,” “us,” “our”) service and support commitments related to The Bookboost Platform (“The Service”). This SLA forms an integral part of the Terms & Conditions between Bookboost and The Customer (“you,” “your”) and applies to all subscribed customers unless otherwise specified in a separate agreement.
- Introduction to the Service Level Agreement (SLA)
At Bookboost, we understand that SLAs can sometimes feel like complex, technical documents filled with industry jargon. Our goal is to provide you with a clear and transparent explanation, in plain language, of what our Service Level Agreement entails and how it ensures that The Bookboost Platform remains a reliable part of your operations.
We are committed to providing a highly available and dependable service. To demonstrate this commitment, Bookboost guarantees an annual uptime of 99.8% for The Service. This means you can expect maximum availability throughout the year, ensuring seamless guest engagement and operational efficiency.
We’ve designed this SLA with transparency in mind. It is based on the real-time data and performance information that we monitor internally. We believe in minimizing scheduled downtime, and such instances are rare and carefully managed. In the unlikely event that we do not meet the 99.8% uptime guarantee, we offer financial credits as outlined in this SLA.
- Scope of the Bookboost SLA
This SLA specifically covers the core components of The Bookboost Engagement Platform, which are crucial for driving guest relationships and marketing success in the hospitality industry. The scope includes:
- Multi-Channel CRM: All functionalities related to managing guest profiles, preferences, and communication across multiple channels.
- Unified Inbox: Centralized management of guest communications across SMS, email, WhatsApp, and other supported channels.
- Guest App: Digital guest interaction solutions that enhance the guest journey and streamline hotel operations.
- Web APIs hosted by Bookboost: Including all APIs essential for integrating Bookboost with other hotel management systems and marketing tools.
- Marketing Automation and Guest Journey Builder: Automated workflows and segmentation tools designed for personalized guest engagement.
- Background Processes: Such as automatic guest journey triggers, data synchronization, and campaign automation that run behind the scenes to optimize performance.
- Uptime
Bookboost is committed to providing a reliable and highly available service to all customers to ensure optimal performance and minimize disruptions. Bookboost guarantees an annual uptime of 99.8% for The Service.
If Bookboost fails to meet the 99.8% annual uptime guarantee, The Customer may be eligible for service credits. These service credits serve as the sole remedy for downtime-related issues under this SLA.
By committing to a 99.8% uptime guarantee, Bookboost ensures that its customers benefit from a dependable platform, empowering them to deliver seamless guest experiences and efficient operations without interruption.
- Eligibility for Financial Credits
If Bookboost fails to meet the 99.8% uptime guarantee in any given year, The Customer will be eligible for financial credits. These credits are calculated based on a percentage of the Monthly Subscription Fee (excluding installation fees, training fees, third-party marketplace fees, travel expenses, and other one-off charges). - How Financial Credits Are Calculated
The financial credits will be calculated using the following formula:
Financial Credits = (99.8% - {Actual Monthly Uptime} x 5 x {Monthly Subscription Fee})
If the actual monthly uptime for The Service is 99.5%, the calculation would be:
(99.8% - 99.5%) x 5 = 1,5% of the Monthly Subscription Fee
This means you would receive 1,5% of your Monthly Subscription Fee as a credit, applied to your next invoice.
- How to Claim Financial Credits
While Bookboost tracks uptime closely, we believe in a trust-based approach with our customers. Therefore, financial credits will only be provided upon request.
To claim your credits:
- Submit a request by sending an email to your Account Manager.
- The request must be submitted by the 15th of the month following the month in which the 99.8% uptime was not met.
Maximum Credit Cap
The maximum financial credit that can be awarded in any given month will not exceed 100% of the Monthly Subscription Fee payable to Bookboost.
- Backup Policy
Bookboost recognizes the critical importance of data integrity and availability in delivering a seamless experience to our customers. To safeguard customer data and ensure business continuity, Bookboost has implemented a comprehensive backup policy for The Service.
1. Backup Frequency and Retention
- Daily Backups: Full backups of all critical customer data are performed daily to ensure the most recent data can be restored in the event of an incident.
-Retention Period: Backups are securely stored and retained for a minimum of 7 days, ensuring the ability to restore data from multiple restore points.
2. Secure Storage of Backups
- Encrypted Backups: All backups are encrypted both in transit and at rest using industry-standard encryption protocols (e.g., AES-256).
- Redundant Storage Locations: Backups are stored in geographically redundant data centers (AWS), ensuring data remains accessible even in the event of a regional outage.
- Access Controls: Strict access controls are enforced, ensuring that only authorized personnel can access backup data
3. Data Restoration Process In the event of a system failure or data loss, Bookboost Support will:
- Assess the Incident: Determine the scope of the data affected.
- Identify the Restoration Point: Select the most appropriate backup
- Execute Restoration: Restore the data and ensure service integrity.
- Verification and Communication: Validate the restored data with the customer and communicate resolution details.
- Infrastructure Monitoring
Bookboost is committed to ensuring the highest levels of reliability and performance for The Service. As part of this commitment, Bookboost employs 24/7 infrastructure monitoring across its entire platform.
This continuous monitoring allows Bookboost to:
- Detect and address issues proactively, often before they impact customers.
- Ensure real-time tracking of system performance, uptime, and security.
- Respond immediately to critical incidents, including infrastructure failures, network outages, and potential security breaches.
- Maintain compliance with industry best practices for high availability and service resilience.
In the event of critical issues identified through our monitoring systems, Bookboost Support will initiate round-the-clock incident management, ensuring that appropriate technical teams are mobilized to resolve the issue promptly, regardless of the time or day.
This 24/7 infrastructure monitoring underpins Bookboost’s 99.8% uptime guarantee, ensuring that customers benefit from a stable, secure, and always-available platform, empowering them to deliver exceptional guest experiences without interruption.
- Support
1. Testing and Quality Assurance - Before each release of The Service, Bookboost follows a robust testing and validation process to minimize the occurrence of errors. This process ensures that updates and new features maintain the highest standards of quality, performance, and reliability.}
2. General Support Offering - Bookboost provides Standard Support to all subscribed customers, ensuring reliable assistance for any issues related to The Service. To facilitate effective communication and resolution of issues, The Customer must designate at least one primary contact with administrative privileges. This primary contact will be responsible for liaising with Bookboost Support. The Customer may also designate additional contacts (“Customer Contacts”) who are authorized to report issues and coordinate with Bookboost.
3. Bookboost Support offers English-speaking remote assistance, which includes troubleshooting, diagnosing issues, and providing recommendations for potential workarounds. This support remains available throughout the Subscription Term, depending on the support level purchased by The Customer.
4. For critical issues classified as Severity Level 1, Bookboost utilizes a round-the-clock infrastructure monitoring tools. This ensures uninterrupted support and swift resolution of high-impact issues.
5. Bookboost Support can be contacted through multiple convenient channels, ensuring The Customer can access assistance whenever required. The available methods for contacting support include:
a. Help Center: Customers can submit support requests directly via the Bookboost Help Center, an online portal designed for easy issue reporting and tracking.
b. Email: Customers may send an email outlining their issue to support@bookboost.io. This channel is monitored during business hours, and responses will be issued based on the Severity Level of the reported issue.
6. To ensure efficient resolution, Customer Contacts must:
a. Be proficient in the use of The Service and familiar with the relevant documentation.
b. Perform basic troubleshooting to confirm that the issue is not related to third-party infrastructure, software, or internet connectivity before contacting Bookboost Support.
c. By providing these contact options and guidelines, Bookboost aims to deliver prompt, effective support tailored to the unique needs of the hospitality industry.
7. When submitting a support case to Bookboost Support, The Customer must ensure that each case includes all essential details to enable prompt and effective resolution.
a. Identify the Account Experiencing the Error:
- The specific account affected by the issue must be clearly identified.Providing precise account information ensures that Bookboost Support can isolate the issue within the appropriate customer environment and expedite resolution.
b. Provide Detailed Information:
- The support case must contain sufficiently detailed information to allow Bookboost Support to assess the issue accurately. This includes:
- Error messages associated with the issue.
- System logs or diagnostic reports relevant to the error.
- A detailed description of the steps required to reproduce the issue.
- Screenshots, screen recordings, or other visual aids, if applicable.
- The more comprehensive the information provided, the more efficiently Bookboost can investigate and resolve the issue.
c. Ensure Data Compliance:
- The Customer must ensure that no personal data, sensitive data, or other regulated data is submitted within the support case unless explicitly requested by Bookboost Support for troubleshooting purposes.
- This requirement is essential for compliance with data privacy regulations and helps protect both The Customer and Bookboost from data security risks.
d. Provide Accurate Contact Information:
- The support case must include accurate contact details for the Customer Contact(s) who are most familiar with the reported issue.
- The designated contact(s) should be available to provide additional information or clarification if required during the troubleshooting process.
e. Timely Provision of Additional Information:
If requested, The Customer Contact(s) must provide any additional information relevant to the support case in a timely manner to avoid delays in resolution.
Table 1: Support Severity
- Out of Scope of SLA & Support Policy
Bookboost will have no liability for any failure to meet the Service Level to the extent arising from:
1. Customer’s failure to process Customer Data in the Service in accordance with Bookboost’s recommendations for use of the Service — though, upon being notified of such a case, Bookboost will endeavor to help Customer address the failure (e.g., with additional recommendations);
2. Customer or User equipment;
3. Hardware and network dependencies owned or managed by The Customer.
4. Third-party integrations, acts, or services and/or systems not provided by or on behalf of Bookboost.
5. Force Majeure events – i.e., any cause beyond such party’s reasonable control, including but not limited to acts of God, labor disputes or other industrial disturbances, systemic electrical, telecommunications, or other utility failures, earthquake, storms or other elements of nature, blockages, embargoes, riots, public health emergencies (including pandemics and epidemics), acts or orders of government, acts of terrorism, or war;
6. Evaluation, free trial, or proof-of-concept use of the Service; or
7. Use of Service features or functionality that are subject to Preview Terms (e.g., beta functionality not intended for production use).
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