Support & Uptime Commitments (SLA)
Details our platform uptime goal (99.5%) and how quickly we respond to support requests.
Last updated: May 16, 2025
This Service Level Agreement (“SLA”) outlines the service commitments of Face2Face.io (“Face2Face”, “we”, “us”) to our customers (“you”, “Customer”) regarding platform availability, support responsiveness, and incident communication.
1. Service Commitment
Face2Face aims to provide 99.5% platform availability per calendar month, excluding planned maintenance windows and emergency patches.
Availability = (Total minutes in month – Downtime) / Total minutes in month × 100
2. Maintenance
- Planned Maintenance: We notify customers at least 24 hours in advance.
- Emergency Maintenance: May occur with limited or no notice to ensure system security or stability.
3. Support Hours
We offer two support tiers depending on your contract:
- Standard Email Support: Available Monday to Friday, 10:00 AM – 9:00 PM CET. Contact us at info@face2face.io. Response time is within 48 hours.
- Dedicated Slack Support: Offered to customers where this channel is included in their signed agreement. Face2Face may also offer Slack support to selected customers at its discretion. For eligible customers, we provide a shared Slack channel with our team. Response time is guaranteed within 24 hours, Monday to Friday, 10:00 AM – 9:00 PM CET.
4. Response Times
Severity | Description | Standard Email SLA | Slack SLA |
Critical | Service down or severely degraded | Within 4 business hours | Within 4 hours (24/7) |
High | Major features unavailable | Within 1 business day | Within 12 hours (24/7) |
Medium | Limited feature issue or bug | Within 2 business days | Within 24 hours (24/7) |
Low | Minor issue or enhancement request | Within 3 business days | Within 2 days (24/7) |
5. Incident Communication
In the event of a service disruption impacting availability or data security:
- We will notify impacted customers directly via email or Slack (if applicable), and may publish a postmortem summary upon request.
- If customer data is affected, we will notify affected customers within 48 hours, per our Data Processing Agreement (DPA).
6. Exclusions
This SLA does not apply to:
- Issues caused by third-party services or internet providers
- Customer-controlled configurations, code, or misuse
- Downtime resulting from force majeure or other events beyond Face2Face’s reasonable control
7. Service Credits
While we do not offer financial service credits at this stage, we commit to communicating transparently and working with affected customers to resolve issues promptly and fairly. In the event of SLA non-compliance, we will provide a summary of root causes and remediation steps.
8. Governing Law
This SLA is governed by the same jurisdiction and legal terms as outlined in our Terms of Use or applicable master agreement.
9. Contact
For SLA-related questions:
Nick Tomic
Founder, Face2Face
Last updated on May 16, 2025