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 95% 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. Our public status page shows a live check of each component at the moment you load it. We do not yet publish a historical uptime record or an incident archive, so please do not read the status page as one — ask us and we will share what our monitoring holds.
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. They are deliberately set to what a small, business-hours support desk can actually honour; enterprise plans can arrange tighter, contractual targets with the staffing to back them.
Service down or unusable for all users; no workaround.
Target: same business day, and worked continuously once acknowledged. Outside business hours we respond on a best-effort basis — support is a small team, not a 24/7 rota, and we would rather say so than publish an hourly number we cannot staff.
Major feature broken or severe degradation; a workaround may exist.
Target: within 1 business day.
A non-critical feature is impaired or behaving incorrectly.
Target: within 2 business days.
Question, cosmetic issue, or feature request.
Target: within 5 business days.
Standard support hours are Sunday–Thursday, UAE business hours (Asia/Dubai). Support today is a small team, not a follow-the-sun desk, so anything raised outside those hours is best-effort until the next business morning. Enterprise plans can arrange extended coverage and contractual response times.
Maintenance windows
Most updates ship with a brief, typically sub-minute interruption while the affected service restarts and passes its health check. When maintenance requires a longer interruption, we schedule it during low-traffic hours and aim to give advance notice for anything expected to be customer-visible.
- Routine deploys: a brief, typically sub-minute interruption while the service restarts and passes its health check; 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.