Support SLA
Effective November 5, 2026
This Support Service Level Agreement (“SLA”) is part of the Blossom Terms of Service with BoltOps, LLC. It applies to the paid Blossom Support plan per covered Account, at the price and from the activation date confirmed in your accepted enrollment. It does not cover included email help.
This is a summary. The full terms are below.
Our Commitment
For an eligible support request, we will send an initial reply within one business day. A reply answers the request, asks a question about it, or states the next step we will take.
One business day means eight support hours. Support hours are Monday–Friday, 9am–5pm America/Los_Angeles (Pacific time, including daylight-saving changes), excluding U.S. federal holidays on their observed dates. Requests outside these hours start counting at the next support opening. For example, a Friday 4pm request is due Monday 4pm if Monday is not a holiday.
This is an initial-response commitment. It does not promise resolution within that time, a deadline for subsequent updates, 24/7 emergency response, infrastructure uptime, data recovery or uninterrupted customer applications.
Covered Requests
Use your designated private Slack channel or email [email protected]. Identify the covered Account and describe the problem. If Slack is unavailable, use email.
Coverage includes Blossom deployment, Data, networking, billing, CLI/API and official-integration troubleshooting for Cloud and BYOC. Application development, migrations, consulting, third-party services and unrelated work are outside this SLA unless your accepted order includes them. A covered request to diagnose Blossom’s interaction with a provider still receives our initial response; we do not guarantee the provider’s response or resolution.
The plan must be active for the Account when the request arrives. Coverage starts at activation. We set up your private Slack channel within two business days; until it is ready, use email. Slack setup time is not part of the response commitment. Requests made before cancellation takes effect remain covered. Duplicate messages or messages across both channels about the same issue are one request, measured from the earliest receipt. An unavailable deployment or suspected outage remains a covered request; severity does not change the response window.
Service Credits
If we miss the response commitment for an eligible request, you may claim a fixed US$50 service credit, with a combined cap of US$100 per covered Account per calendar month. Credits for a month never exceed the support fee for that Account and month, including a prorated first month.
Assign a miss to the month in which its response deadline falls. Credits apply to future Blossom support charges on the same Account; they are not cash refunds, transferable balances or reimbursement of business losses, except as required by law or separately agreed. Credits come from the support fee only; infrastructure charges, taxes and BYOC provider bills do not increase them. A single request does not earn repeated credits for each additional day it remains unanswered.
Requesting a Credit
Email [email protected] within 30 calendar days after the end of the month in which the response deadline was missed. Include the Account, the original email or Slack thread, and the relevant dates and times. Do not send secrets or unnecessary personal information.
We will review our records and any evidence you provide. We aim to decide claims within ten business days and will apply an approved credit within 30 calendar days. If we decline a claim, we will explain why; you may provide corrections or ask for a further review. A support-channel outage on our side does not by itself invalidate evidence of a request or prevent you from making a claim.
Limits and Exceptions
This SLA does not cover spam, abusive or fraudulent requests, requests outside the covered scope, or a period when the relevant Account is lawfully suspended. A message that never reaches either support channel is not received, but we will consider delivery evidence when our own channel failure caused the loss.
To the extent permitted by law, these credits are the exclusive financial remedy for a failure to meet this initial-response commitment alone. This does not replace rights or remedies for a different breach, privacy or security obligations, fraud, willful misconduct, gross negligence, or rights that cannot lawfully be excluded. The Terms’ other protections and limits continue to apply.
This SLA controls over conflicting general Terms only for this support commitment and its credits. A separately signed agreement may provide different terms. Changes follow the notice process in the Terms and do not reduce rights for a request already received.