Service Level Agreement

Template notice. This document is a starting template for the Autovella website and is not legal advice. Have it reviewed and tailored by qualified counsel for your jurisdiction (GDPR, UK GDPR, India DPDP Act, CCPA, etc.) before relying on it.

Autovella’s availability commitment and support response targets for paid plans.

Uptime commitment

Autovella targets 99.9% monthly uptime for the platform, excluding scheduled maintenance announced in advance.

Definitions

Downtime means the platform is unavailable for all users, excluding factors outside our control and scheduled maintenance.

Support response targets

Priority 1 (outage): response within 1 hour (Business/Enterprise).
Priority 2 (major): within 4 business hours.
Priority 3 (minor): within 1 business day.
General questions: within 2 business days.

Service credits

If uptime falls below target in a month, eligible customers may request service credits as described in their order form.

Maintenance

Planned maintenance is scheduled during low-traffic windows and communicated in advance via the status page.

Status

Live status is published at our status page.

Contact

Questions about this policy? Email sales@autovella.com or visit our contact page.