Service Level Agreement
Last updated: January 15, 2026
Overview
This Service Level Agreement ("SLA") describes the levels of service that Autonimate ("Provider") commits to providing to clients under a managed services agreement. This SLA applies to all managed IT services, cloud services, and support services provided by Autonimate.
The specific terms of your SLA may vary based on your service agreement. This document outlines our standard service commitments. Please refer to your individual contract for specific details.
Uptime Guarantees
We commit to maintaining the following minimum uptime levels for services under our management:
| Service | Uptime Target | Max Monthly Downtime |
|---|---|---|
| Network Infrastructure | 99.9% | 43 minutes |
| Cloud Services | 99.95% | 22 minutes |
| Email Systems | 99.9% | 43 minutes |
| VoIP/Phone Systems | 99.9% | 43 minutes |
| Security Monitoring | 99.99% | 4 minutes |
* Uptime is calculated monthly, excluding scheduled maintenance windows.
Response & Resolution Times
We categorize support requests by priority level and commit to the following response and resolution times:
Complete service outage affecting all users or critical security breach
Major service degradation affecting multiple users or departments
Partial service impact affecting individual users or non-critical systems
Minor issues, questions, or planned service requests
Support Hours
Standard Support
Monday - Friday
8:00 AM - 6:00 PM ET
Excluding federal holidays
Emergency Support
Critical Issues (P1)
24/7/365
Via emergency hotline
Scheduled Maintenance
To maintain optimal performance and security, scheduled maintenance may be required. We commit to:
- Providing 72 hours advance notice for standard maintenance
- Scheduling maintenance during off-peak hours (typically 12:00 AM - 6:00 AM ET)
- Providing 48 hours advance notice for urgent security patches
- Completing maintenance within the announced maintenance window
- Notifying affected clients upon completion of maintenance
Scheduled maintenance windows are excluded from uptime calculations.
Service Credits
In the event that we fail to meet our uptime commitments, eligible clients may receive service credits according to the following schedule:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 98.99% | 25% of monthly fee |
| 90.0% - 94.99% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
Service credits must be requested within 30 days of the incident and are subject to verification. Credits are applied to future invoices and are not redeemable for cash.
Exclusions
This SLA does not apply to service interruptions caused by:
- Scheduled maintenance with proper advance notice
- Actions or inactions of the client or third parties
- Failure of client-owned equipment not under our management
- Force majeure events (natural disasters, war, terrorism, etc.)
- Internet connectivity issues outside our control
- Failure of third-party services (ISPs, cloud providers, etc.)
- Client's refusal to implement recommended security updates
- Issues resulting from unauthorized changes or access
Reporting & Communication
We commit to transparent communication regarding service performance:
- Monthly Reports: Uptime statistics and incident summaries
- Incident Notifications: Real-time alerts for service disruptions
- Post-Incident Reports: Root cause analysis for major incidents
- Quarterly Reviews: Performance review meetings (for qualifying plans)
Support Channels
To report issues or request support, please use one of the following channels:
For questions about your specific service agreement, please contact your account manager or review your Terms of Service.