Template — for evaluation. This is a summary of our service-level objectives, provided so a reviewer can assess our commitments. It is a template subject to final legal review; specific contractual SLAs apply to paid and enterprise plans per the executed order form.
Availability target
We target 99.9% monthly uptime for the core production service (the manager web console and the staff app API), excluding scheduled maintenance and events outside our reasonable control. Production runs behind health checks and error monitoring so regressions surface quickly.
Availability is measured per calendar month as the percentage of minutes the service successfully responds, excluding the maintenance windows described below. A public status page for real-time uptime and incident history is on our roadmap.
Support response targets
We triage every issue by severity. The targets below are response targets (time to a substantive first reply and an owner), not guaranteed resolution times — complex issues are worked until resolved with regular updates.
Service down or unusable for all users; no workaround.
Target response within 1 hour, worked continuously until mitigated.
Major feature broken or severe degradation; a workaround may exist.
Target response within 4 business hours.
A non-critical feature is impaired or behaving incorrectly.
Target response within 1 business day.
Question, cosmetic issue, or feature request.
Target response within 2 business days.
Standard support hours are Sunday–Thursday, UAE business hours (Asia/Dubai). Critical (S1) issues are handled outside business hours on a best-effort basis. Enterprise plans can arrange extended coverage.
Maintenance windows
Most updates ship with zero downtime. When maintenance requires a brief interruption, we schedule it during low-traffic hours and aim to give advance notice for anything expected to be customer-visible.
- Routine deploys: rolling, with no expected downtime; not counted against the uptime target.
- Planned maintenance: scheduled in off-peak hours (Asia/Dubai) with prior notice where it may affect availability.
- Emergency maintenance: rare, for urgent security or stability fixes; we notify as soon as practical.
Exclusions
The availability target does not apply to: scheduled maintenance; factors outside our reasonable control (force majeure, upstream provider or network outages); issues caused by the customer’s own configuration, integrations, or misuse; and free-tier usage, which is provided as-is without an SLA commitment.
Reporting an issue
Report incidents or request your contractual SLA at support@frontelio.com. Including the severity, affected outlet(s), and a short description helps us route and respond faster.