DOCUMENT VERSION: 1.5LAST REVISED: March 5, 2026
Service Level Agreement (SLA)
EXECUTIVE SUMMARY: Our service commitments, uptime guarantees, and incident escalation tiers.
1. Availability Targets
Autvy commits to a 99.9% monthly uptime target for the Autvy Supervisor API and Global Synthetic Health Check network.
Note: Even in the event of an Autvy Supervisor API outage, client sites bypass Autvy with zero impact on visitor availability.
2. Severity & Response Escalation
Severity 1 (Critical Platform Interruption): Initial response in <15 minutes, 24/7/365.
Severity 2 (Degraded Feature Performance): Initial response in <2 hours.
Severity 3 (Standard Support Inquiries): Initial response in <1 business day.