Legal Protocol

Service Level Agreement

Last updated: May 2026

1. Definitions

  • Downtime: Any period during which the Client's website is inaccessible due to an issue within Javier Automation's hosting infrastructure.
  • Uptime Percentage: (Total minutes − Downtime) ÷ Total minutes × 100.
  • Incident: A verified technical failure affecting site availability.

2. Service Availability

Javier Automation guarantees a 99.9% monthly uptime for all managed plans. This ensures high-performance reliability for your business operations.

AI automation workflows rely on third-party providers (OpenAI, Twilio) and are subject to their respective service levels.

3. Support Hours

Standard support hours: Mon – Fri, 9:00 AM – 5:00 PM EST.

Critical incidents are monitored and responded to 24/7 including weekends and public holidays.

4. Response & Resolution

Issue Type
Response
Resolution
Critical — Site Down
1 Hour
4 Hours
Major — Core Broken
4 Hours
24 Hours
Minor — Visual Error
24 Hours
48 Hours
Update Request
Next Day
48 Hours

5. Backups & Recovery

  • Frequency: Daily automated snapshots.
  • Retention: 30-day archival point.
  • Restores: Unlimited client-initiated restores included.

6. SLA Remedies

Failure to meet the 99.9% uptime guarantee entitles the Client to a service credit:

  • 43 min – 4 hours: 10% Credit
  • 4 – 24 hours: 25% Credit
  • Exceeding 24 hours: 50% Credit

7. Contact

To report an incident or request technical scaling:

Email Architecture[email protected]
WhatsApp Protocol+1 876 251 6275