Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") outlines the service commitments between BoomFi ("Provider") and its customers ("Client"). This agreement defines uptime targets, support response times, and responsibilities to ensure smooth operation of BoomFi's crypto payment solutions.

2. Service Availability & Uptime

BoomFi commits to maintaining a 99.8% uptime for its core payment processing services, excluding scheduled maintenance and force majeure events.

Planned Maintenance: Scheduled with at least 48 hours' notice via email or platform notifications.
Unplanned Outages: BoomFi has real-time status updates on its status page.

3. Support & Response Times

BoomFi provides customer support based on the following severity levels:

Severity Level	Definition	Initial Response Time	Resolution Target Time
Critical	Service is completely down, causing financial impact.	30 minutes (24/7)	Best effort, immediate escalation
High	Major issue affecting transactions but partial functionality remains.	2 hours (24/7)	Within 8 hours
Medium	Minor issue, system functioning with some limitations.	4 hours (Business hours)	Within 24 hours
Low	General inquiries, non-urgent issues.	24 hours (Business hours)	Within 5 business days

4. Customer Service SLA

BoomFi is committed to providing exceptional customer service, adhering to industry best practices, including:

Multi-Channel Support: Clients can reach BoomFi via email, live chat, and ticketing system.
First Contact Resolution: BoomFi aims to resolve simple queries in the first interaction whenever possible.
Escalation Process: Unresolved issues will be escalated to senior support personnel within 24 hours of initial report.
Customer Satisfaction (CSAT) Tracking: Regular feedback collection to measure and improve service quality.
Priority Handling: VIP clients and enterprise users receive dedicated support via Slack with faster resolution times.

5. Customer Responsibilities

To ensure effective support, clients must:

Provide accurate incident details when reporting issues.
Use designated communication channels for support requests.
Maintain compliance with BoomFi’s Terms of Service.

6. Exclusions

BoomFi’s SLA does not cover:

Issues caused by third-party providers, blockchain network congestion, or external factors.
Force majeure events, including natural disasters or regulatory changes.
Client-side connectivity, hardware failures, or non-compliance with security best practices.

7. Modification & Termination

BoomFi reserves the right to update this SLA at any time.