Service Level Agreement

Last updated: 3 June 2026  |  FrameLogic Limited (Companies House: 17193146)

This Service Level Agreement (“SLA”) sets out our service availability target and support response approach. It forms part of the Terms of Service. This is version 1 of the SLA: it is intentionally narrow in commitments while we are in early stages of operation. Future versions may add binding commitments and service credits.

1. Service availability target

• We target 99.5% monthly uptime for the Autera portal and API.
• Uptime is measured monthly, calculated as: (total minutes in month − downtime minutes) ÷ total minutes × 100.
• This is a target, not a guarantee. We make no warranty that uptime will meet or exceed this figure.

2. What does not count as downtime

The following are excluded from any uptime calculation:

• Scheduled maintenance windows (typically 02:00–05:00 UK time)
• Emergency maintenance to address security or critical reliability issues
• Issues caused by your internet connection, browser, or local network
• Issues caused by third-party services we depend on (Stripe, Resend, Cloudflare, Firebase, IONOS)
• Force majeure events (natural disasters, government action, large-scale internet outages, war)
• Any period during which your account is suspended for breach of the Terms or AUP

3. Service credits

This version of the SLA does not provide service credits or refunds for downtime. If we miss the uptime target, we will publish a post-mortem describing what happened and what we are doing to prevent recurrence. We will consider extending grace periods or providing other goodwill remedies on a case-by-case basis at our discretion.

4. Maintenance windows

• Scheduled maintenance: typically performed within the window 02:00–05:00 UK time. Where downtime is expected, we will give at least 48 hours’ notice by email and in-app banner.
• Emergency maintenance: performed without advance notice when required to address security vulnerabilities, data integrity, or critical reliability issues.

5. Support response times

The following are our target response times. They are aspirational and may vary based on volume, severity, and time of day. They are not contractually binding in this version of the SLA.

• Critical issue (service down, data loss, security incident): same business day
• High priority (major feature broken for your workshop): within 1 business day
• Standard query (questions, minor bugs, billing): within 2 business days
• Feature requests: acknowledged within 5 business days, no commitment to implement

UK business hours: 09:00–17:00 Monday to Friday, excluding England & Wales bank holidays.

6. Status communication

For unplanned outages, we will:

• Acknowledge the issue in-app or by email as soon as practicable
• Provide an estimated time to resolution where possible
• Publish a post-mortem for incidents lasting longer than 1 hour

A live status page is on the roadmap but not yet available.

7. Customer obligations

This SLA assumes you:

• Use Autera in accordance with the Terms and AUP
• Have a working internet connection and supported browser
• Notify us promptly when you believe the service is unavailable
• Maintain your own backups using the data export tool (we are not liable for your data loss)

8. Exclusions

This SLA does not apply to: free Solo accounts during low-priority outages; trial accounts; accounts in past_due_locked status; or accounts that have been suspended for breach.

9. Changes to this SLA

We may update this SLA in line with section 15 of the Terms of Service. Where we add binding service credits or change uptime targets, we will give 30 days’ notice.

10. Contact

Service issues: support@getautera.com