Service Expectations
Last updated September 9, 2026
This page gives dealers a plain-English expectation of support and availability. Contractual SLA terms, if any, are controlled by the applicable order form or written agreement.
1. Availability Goal
bullionOS is designed to be available and reliable for daily dealer operations. We target strong uptime but do not promise uninterrupted service unless a separate written SLA applies.
2. Support Requests
| Priority | Examples | Target Response |
|---|---|---|
| Critical | Platform unavailable or core invoicing unavailable | Same business day where practical |
| High | Major workflow issue affecting active operations | Within 1 business day |
| Normal | Questions, small bugs, minor configuration requests | 1–2 business days |
| Custom Work | New features, imports, exports, specialized changes | Scheduled separately |
3. Maintenance
We may perform scheduled or emergency maintenance to improve performance, security, and reliability. When practical, scheduled maintenance will be handled during lower-usage periods.
4. Exclusions
Availability and support expectations do not apply to issues caused by third-party outages, customer-side internet problems, customer devices, unauthorized modifications, unusual usage, billing suspension, or force majeure events.
5. Contact
Support requests may be sent to: support@bullionos.co
Questions about this policy?
Contact our team for clarification or help finding the right information.