In brief. We aim for at least 99.5% availability each month, announce planned maintenance in advance, and answer support emails within 1 business day (the same business day on the Business plan).
1. Availability target
We use commercially reasonable efforts to make the BMS Prime portal available at least 99.5% of the time in each calendar month, measured at our servers. That allows for roughly 3 hours and 40 minutes of unplanned downtime in a 30-day month, and we work to keep it well below that.
The following do not count as downtime:
- planned maintenance announced as described in section 2, and urgent security maintenance;
- problems with your own internet connection, devices, browser, network or firewall;
- events outside our reasonable control, such as wide-scale internet or power failures, natural disasters or attacks on the internet’s infrastructure;
- services you connect yourself, such as an attendance device, a mail server or Google Drive;
- suspension or restriction of a workspace under the Terms of Service, including the read-only and locked steps of an unpaid subscription.
This availability target is an objective, not a guarantee. It does not give rise to service credits, refunds or other compensation. If availability falls short, we will tell affected customers what happened and what we are doing to prevent it from happening again.
2. Planned maintenance and updates
- We release improvements frequently. Most updates take effect without any interruption; you may simply be asked to refresh the page.
- When maintenance needs the portal to be unavailable, we give at least 48 hours’ notice in the portal or by email, and schedule it outside normal business hours where practical.
- Urgent security fixes may be applied with shorter notice, or without notice when waiting would put customers’ data at risk.
3. How to get support
Email info@bmsprime.com from an address linked to your workspace. Please include:
- your company name, and the page or module concerned;
- what you expected and what happened, with a screenshot if possible;
- how urgent it is for your business, using the severity levels below.
Business days are Monday to Friday, excluding public holidays. Support is provided in English.
4. Severity levels
| Severity | Meaning | Examples |
|---|---|---|
| 1 · Critical | The Service is down or unusable for your whole company, or you suspect a security breach. No workaround exists. | Nobody can sign in; you see another company’s data |
| 2 · High | An important function is failing and blocking time-sensitive work, without a reasonable workaround. | Payroll cannot be issued on payday; invoices cannot be saved |
| 3 · Normal | A function is not working as expected, but a workaround exists or the impact is limited. | A report shows a wrong total; an import rejects one row |
| 4 · Low | A question, how-to, cosmetic issue or suggestion. | How do I set up a new pay cycle? |
We confirm or adjust the severity when we reply, based on the impact you describe.
5. Response targets
A response target is the time within which a person (not an automatic reply) answers your request and starts working on it. Fixing the problem may take longer, depending on its nature; we keep you updated.
| Plan | First response target |
|---|---|
| Free trial | Within 1 business day, on a best-effort basis |
| Starter | Within 1 business day |
| Growth | Within 1 business day |
| Business | The same business day |
| Enterprise | As agreed in writing |
On every plan, Severity 1 and 2 requests are worked on ahead of everything else from the moment we see them. Requests that arrive late in the day or outside business days are answered on the next business day.
Payment proofs are reviewed separately, as soon as possible and at most within 24 hours of upload, as stated in the Terms of Service.
6. Incidents and communication
When an incident affects many customers, we work on it immediately, post a notice in the portal where possible, and email the administrators of affected workspaces once it is resolved, with a summary of the cause and the steps taken. Security incidents involving personal data are handled under the Data Processing Addendum.
7. Backups and data safety
We take automatic backups and test that they restore; see our Security page. Administrators can also download a full backup of their company’s data at any time.
8. Changes
We may update this page, for example as plans change. Changes never reduce the support level of a subscription period you have already paid for. Questions: info@bmsprime.com.
Last updated: 22 October 2026.