Service Level Agreement

Current service level targets for Factory1. Formal SLA terms may be added for paid enterprise customers.

Availability Target

Factory1 aims to provide reliable service for production customers. Formal uptime guarantees are provided only where agreed in a paid commercial agreement.

For early pilot and free plan users, service is provided on a reasonable-efforts basis.

Backups And Recovery

Production environments should use managed database backups and infrastructure-level recovery controls.

Backup frequency and recovery objectives may vary by hosting provider and customer plan.

Support Response

Standard email support response target is within 24 hours.

Priority onboarding and faster support may be offered for Growth and Enterprise customers.

Exclusions

SLA targets do not cover customer network issues, third-party provider outages, force majeure events, customer misconfiguration or unauthorized changes.

These pages are written for transparency and onboarding. Commercial agreements, signed DPAs or enterprise contracts may override public policy text where expressly agreed in writing.