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Service Level Agreement

Last updated 8 October 2026 · 2 minute read

In short

  • Applies to the paid plans, Standard and Pro.
  • We aim for 99.5% uptime each month.
  • First reply to urgent issues within 1 to 10 hours, other requests within 24 hours on working days.
  • These are targets, not a warranty, and there are no service credits for now.

1. Scope

This Service Level Agreement ("SLA") describes the availability target and support response times for paid Plans (Standard and Pro). It does not apply to the Free Plan or the Trial, which are provided without an uptime or response-time commitment, or to outages caused by SFMC, Salesforce APIs, or other third-party services outside our control, as described in the Terms, Section 10.3.

2. Availability target

We target 99.5% monthly uptime for the Service (the web application and its APIs, excluding your own SFMC account and Cloud Pages, which are hosted by Salesforce). "Uptime" means the Service is reachable and able to process requests; it excludes the Excluded Periods below. Live and past availability is shown at status.formentic.com.

3. Excluded periods

The following do not count against the availability target:

  • scheduled maintenance, announced at least 24 hours in advance where practical;
  • emergency maintenance needed to address a security risk;
  • outages caused by SFMC, Salesforce APIs, your own network, browser, or third-party services outside our control; and
  • events of force majeure, as described in the Terms, Section 14.5.

4. Support response times

PriorityDefinitionTarget response time
P1 – CriticalThe Service is down, or data sync to your Provisioned Assets has stopped, for all Users1–10 hours
StandardAll other requests, including training requestsWithin 24 hours

These are targets for the time to a first meaningful human response, not guaranteed resolution times. Support is available by email at support@formentic.com and through the Contact support page in your account; see the Terms, Section 6.4, for full details.

5. How to report an issue

Report a P1 issue by email to support@formentic.com with "P1" in the subject line so it is triaged correctly. For all other requests, use the same channel or email support@formentic.com.

6. This is a target, not a warranty

This SLA describes operational targets. Except as expressly stated in the Terms, the Service is provided without warranty of uninterrupted or error-free operation, as set out in the Terms, Section 10.2. This SLA does not currently include service credits; if that changes, this page will be updated in advance.