Service level agreement

What is covered

This SLA applies to paid Studio and Enterprise workspaces. It covers two things: the platform (the web app, API and share/portal pages, measured as one) and the transfer service (the transfer server, the transfer port and the browser/phone transfer path). Free and Pro plans run on the same infrastructure and see the same status page but carry no credit commitment.

Targets

Monthly uptime, calendar month, measured in minutes:

• Platform — Studio 99.9% (up to 43 minutes down per month), Enterprise 99.95% (up to 22 minutes).
• Transfer service — 99.5% on both plans (up to 3 hours 36 minutes per month).

How it is measured

The public status page at status.boita.io checks every component from outside our network every 30 to 60 seconds. A component is down for a minute when its check fails in that minute; the platform is down when any of the web app, API or share pages is down; the transfer service is down when the transfer server, its port or the browser transfer path is down. The numbers on the status page are the numbers this SLA uses — there is no private version.

Credits

When a month misses its target, the following share of that month’s subscription fee for the workspace is credited to the next invoice:

• Below target but at or above 99.0%: 10%.
• Below 99.0% but at or above 95.0%: 25%.
• Below 95.0%: 50%.
• Platform and transfer-service credits are calculated separately and added together, up to 50% of the monthly fee in total.

Automatic

You do not need to claim. On the first day of each month we compute the previous month’s uptime from the status page, record any credit against your workspace, email the workspace owner, and apply it to the next invoice. Credits appear under Plan & billing. Credits are not paid out in cash and lapse if the workspace closes before the next invoice.

Exclusions

Downtime is not counted when it results from:

• Scheduled maintenance announced on the status page at least 48 hours ahead, limited to 4 hours per month, outside 09:00–21:00 IST.
• Your own network, devices, blocked UDP ports, or a third party you chose (for example your own storage destination for auto-delivery).
• Suspension of the workspace for non-payment or breach of the acceptable-use policy.
• Events outside our reasonable control, including failures of the underlying cloud region that also affect other providers, and lawful orders.

Changes

We may improve targets at any time and will not lower them for a workspace during a paid term. Questions: support@boita.io. Aariko Systems OPC Private Limited, Workflo Icon Tower, Office No. 702, S. No. 114/5, 115/1, 114/6/3, Baner Road, Pune 411045, Maharashtra, India.