SaaSFactory.ai Service Level Agreement
This page describes the service levels for SaaS Factory. It restates the commitments in the Terms of Service (clauses 51 and 52); the terms govern if anything differs.
1. Availability target. We target 99.5% platform availability, measured monthly, on reasonable endeavours. This is a target, not a guarantee, and no service credits apply on the Startup or Venture tiers.
2. What availability means. The platform is available when products can be served and the SaaS Factory application can be reached. Individual features carry no separate uptime commitment (clause 52.2).
3. Excluded from any availability measure:
- Downtime caused by you: your releases, your code, your configuration, your mission statement changes
- Suspension for negative balance, and failures caused by an exhausted balance
- Third party failures: payment, hosting, database, email, domain and AI providers
- Third party connections and integrations, provided on best endeavours (clause 23)
- Scheduled maintenance, notified in advance where practicable
- Events outside our reasonable control
4. Incidents. Current platform status and incident updates are published in your SaaS Factory account under Terms & Legals, Service Status. We work incidents continuously until resolved, prioritised by impact.
5. Your side. Keep your balance funded, your DNS records correct, your connections re authorised and your releases tested. The most common cause of a product being offline is an exhausted balance, not a platform fault (clause 11).
6. Enterprise. A bespoke SLA with defined response times and remedies is available on the Enterprise tier by agreement. Contact support@saasfactory.ai.
agentOS Proptech Group Ltd t/a SaaSFactory.ai · 13 Lambourne Crescent, Llanishen, Cardiff, Wales, CF14 5GF · support@saasfactory.ai