1. Scope
This Service Level Agreement ("SLA") governs the availability and support response commitments AUTONOMi makes for the production AUTONOMi platform — specifically, the Engine API, Application Service, and Landing Service published at the URLs listed in our live status page. This SLA forms part of our Master Service Agreement and supplements (but does not supersede) the terms of any executed Order Form.
This SLA does not apply to free trials, beta features, sandbox environments, or third-party platforms (Google Ads, Meta, Microsoft, TikTok, YouTube) that AUTONOMi integrates with — those are governed by their own service terms.
2. Definitions
- Covered Service — the Engine API, App Service, and Landing Service. Listed and individually tracked at /status.
- Monthly Uptime Percentage — calculated per calendar month as: (Total minutes in month − Downtime minutes) / Total minutes in month × 100, rounded to two decimals.
- Downtime — a contiguous period of five (5) minutes or more during which a Covered Service returns 5xx errors or fails health probes for more than 50% of requests from our internal monitoring (excluding Excluded Events below).
- Excluded Events — see Section 4.
3. Uptime Commitment
AUTONOMi targets 99.5% Monthly Uptime Percentage for each Covered Service, measured per calendar month.
When the Monthly Uptime Percentage for a given Covered Service falls below 99.5% in a calendar month, the customer is eligible for a service credit per the table below, applied to the next month's invoice for that service.
Service Credit Schedule
| Monthly Uptime % | Service Credit |
|---|---|
| ≥ 99.5% | 0% (within target) |
| ≥ 99.0% and < 99.5% | 5% |
| ≥ 95.0% and < 99.0% | 10% |
| ≥ 90.0% and < 95.0% | 25% |
| < 90.0% | 50% |
Service credits apply to the affected Covered Service only and are computed against that service's monthly fee, prorated by plan tier. Maximum aggregate service credit in any single month is capped at 50% of the affected service's monthly fee.
4. Excluded Events
The following are not counted as Downtime:
- Scheduled maintenance windows announced at least 48 hours in advance via email and the status page.
- Force majeure events including but not limited to natural disasters, regional internet outages, and acts of war.
- Outages caused by customer-side configuration changes, credential issues, or exceeding documented rate limits.
- Outages or degradation in third-party platforms or services we integrate with (Google Ads API, Meta Marketing API, etc.).
- Outages caused by suspended or terminated accounts due to non-payment or violation of our Acceptable Use Policy.
- Issues affecting only customer-uploaded assets where AUTONOMi's processing pipeline is operating normally.
5. Support Response Commitments
AUTONOMi classifies support requests into four severity levels. Response time is measured from the time we receive the request to our first substantive response (not an automated acknowledgement).
Severity Levels & Response Targets
| Severity | Definition | First Response (Business Hours) |
|---|---|---|
| P1 — Critical | Production service down or major functionality unavailable. No workaround. | 1 hour |
| P2 — High | Significant degradation; partial functionality affected. Workaround may exist. | 4 hours |
| P3 — Normal | Minor issue, question, or feature behavior clarification. Workaround exists. | 1 business day |
| P4 — Low | Cosmetic issue, documentation request, future enhancement. | 3 business days |
Business hours are 9:00 AM to 6:00 PM Pacific Time, Monday through Friday, excluding US federal holidays. P1 incidents receive 24/7 paging coverage via support@autonomitech.com.
6. How to Open a Support Request
Email support@autonomitech.com with:
- Your dealer account name + organization ID.
- Severity level you believe applies.
- Concise description of the issue, including campaign / deployment IDs if relevant.
- Steps to reproduce and expected vs actual behavior.
- Browser version and screenshots if applicable.
AUTONOMi may downgrade severity if the request does not meet the criteria above; you'll be notified of any change.
7. Claiming a Service Credit
To claim a service credit, email billing@goautonomi.com within thirty (30) days after the end of the month in which the downtime occurred. Include:
- The Covered Service affected.
- Approximate date and duration of the incident.
- Your account ID and the support ticket number, if filed.
We will validate the claim against our internal monitoring data and the public status page records and apply the credit to your next invoice. Credits are non-refundable and have no cash value; they expire if your account is closed.
8. Sole Remedy
The service credits described in this SLA are your sole and exclusive remedy for any failure by AUTONOMi to meet the uptime commitment in Section 3.
9. Changes to this SLA
AUTONOMi may update this SLA from time to time; material changes take effect 30 days after they are published on this page and notified to account administrators by email. Changes do not retroactively reduce commitments that applied during prior billing periods.