Service Level Agreement

1. Service Availability

BosonWare targets 99.9% monthly availability for eligible production SaaS services.

Availability is measured at the service level and is intended to represent whether the core service is accessible and operational under normal conditions.

The availability target is a service commitment, not a guarantee that every individual feature, integration, or third-party dependency will operate continuously without interruption.

2. What Counts as Downtime

Qualifying downtime generally means a period during which a covered production service is unavailable to a substantial portion of customers due to a failure of infrastructure or software controlled by BosonWare.

Individual account problems, configuration errors, local connectivity problems, or failures caused by customer-controlled systems do not normally constitute service downtime.

3. Maintenance

BosonWare may perform maintenance, upgrades, security improvements, and infrastructure changes necessary to operate and improve the service.

Where reasonably practicable, scheduled maintenance will be communicated in advance. Emergency maintenance may be performed without advance notice where necessary to address:

• security vulnerabilities;
• active attacks;
• infrastructure failures;
• data integrity risks;
• critical software defects; or
• other circumstances requiring immediate action.

We will make reasonable efforts to minimize disruption during maintenance.

4. Incident Response

BosonWare monitors its production services and responds to reported incidents according to their severity and impact. The following targets apply to eligible support requests:

Response times represent the target for acknowledging and beginning investigation of an incident. They do not represent a guaranteed resolution time.

5. Security and Shared Responsibility

BosonWare is responsible for maintaining reasonable security controls for the infrastructure and software that we operate.

Customers are responsible for taking reasonable steps to protect their own accounts and resources. This includes:

• using a reasonably strong and unique password;
• keeping authentication credentials confidential;
• using available multi-factor authentication or other security features;
• ensuring that authorized users maintain appropriate account security;
• reviewing account access where appropriate; and
• promptly reporting suspected unauthorized access.

Customers should not use obvious or easily guessable passwords such as common passwords, sequential numbers, names, or other credentials that provide little meaningful protection.

6. Customer Configuration and Content

Customers are responsible for how they configure and use their BosonWare resources. For example, customers are responsible for:

• the content published through their resources;
• the destinations configured for Smart QR Codes;
• the questions, fields, and collection settings configured in Forms;
• access permissions they grant to other users;
• credentials or integrations they configure; and
• compliance obligations arising from their own use of the service.

BosonWare is not responsible for problems caused solely by incorrect customer configuration. Where reasonably possible, BosonWare may assist customers in diagnosing configuration problems.

7. Third-Party Services

Some BosonWare services may interact with third-party services, browsers, networks, APIs, payment providers, or other infrastructure outside BosonWare's control.

A failure of an independent third-party service does not automatically constitute BosonWare downtime.

BosonWare will make reasonable efforts to identify and address failures within integrations that we control.

8. Backups and Data Protection

BosonWare uses reasonable technical measures designed to protect customer data and maintain service reliability.

Where backups or recovery mechanisms are provided as part of a service, they are intended as a resilience measure and should not be treated as a substitute for customer-managed copies of critical information unless explicitly stated otherwise.

Customers should maintain appropriate copies of information that is critical to their business.

9. Service Credits

If a covered service fails to meet the applicable monthly availability target, eligible customers may request a service credit. Unless otherwise specified for a particular product or plan, the following schedule applies:

Service credits apply to the affected SaaS subscription and are not cash refunds unless required by applicable law.

Credits are the customer's primary remedy for failure to meet the applicable availability target, subject to the limitations of the applicable agreements.

Credit requests should be submitted within 30 days after the end of the affected month.

10. Exclusions

The availability commitment does not apply to downtime or degradation caused by circumstances outside BosonWare's reasonable control, including:

• customer devices, networks, or internet connectivity;
• incorrect customer configuration;
• compromised customer accounts;
• customer-controlled infrastructure;
• third-party services or integrations;
• misuse of the service;
• suspension or restriction resulting from a customer's violation of applicable terms;
• scheduled maintenance communicated in advance where reasonably necessary;
• emergency security or infrastructure maintenance;
• force majeure events; or
• events that could not reasonably have been prevented or mitigated by BosonWare.

An exclusion applies only to the portion of downtime reasonably attributable to the excluded circumstance.

11. Abuse and Lawful Use

BosonWare services must not be used for unlawful, fraudulent, abusive, malicious, or otherwise prohibited activities.

BosonWare may suspend or restrict a service where reasonably necessary to:

• protect customers or infrastructure;
• prevent abuse;
• respond to security threats;
• comply with applicable law;
• investigate credible reports of serious misuse; or
• enforce the BosonWare Terms of Service or SaaS Service Terms.

BosonWare will seek to use proportionate measures and, where reasonably practicable, provide notice and an opportunity to resolve the issue.

Suspension resulting from a customer's violation of applicable terms does not constitute SLA downtime.

12. Changes to the SLA

BosonWare may update this SLA as its services and infrastructure evolve.

Changes will be published with an updated effective date.

Product-specific agreements may provide different or additional service commitments.

13. No Implied Guarantees

This SLA defines specific service commitments and does not create guarantees regarding functionality, business results, uninterrupted operation of every feature, or compatibility with every third-party environment.

Nothing in this SLA excludes rights or remedies that cannot legally be excluded.