Service Levels
We take reliability seriously. AutomatedOn is built on modern cloud infrastructure designed for availability, performance, and security. Here's what you can expect from us.
Platform Availability
We target 99.5% uptime for the AutomatedOn platform, measured monthly. Scheduled maintenance windows are communicated in advance and, wherever possible, carried out outside of core working hours.
Support Response Times
We operate a tiered response model based on the severity of the issue:
Severity | What it means | Target response |
|---|---|---|
Critical | The platform is unavailable or a core function is broken for all users | Acknowledged within 4 working hours, with updates at regular intervals until resolved |
High | A significant feature is impaired but the platform remains usable | Acknowledged within 8 working hours, aiming to resolve or provide a workaround within 2 working days |
Medium | A non-critical issue affecting a specific feature or workflow | Acknowledged within 1 working day, resolved within 5 working days |
Low | General questions, minor cosmetic issues, or feature guidance | Response within 2 working days |
Working hours for support purposes are Monday to Friday, 9:00am–5:00pm (UK time), excluding public holidays. See Support Services for how to reach us.
Data & Security
Your data is hosted securely within the UK on enterprise-grade cloud infrastructure. We apply encryption in transit and at rest, maintain regular backups, and follow industry-standard security practices. We're happy to discuss our security arrangements in more detail on request.
Planned Maintenance
From time to time, we carry out maintenance to deploy updates or improve performance. We'll give you at least 24 hours' notice for any planned downtime, and we schedule it to minimise disruption.
Escalation
If you feel an issue isn't being resolved to your satisfaction, you can escalate directly to your Account Manager. We'd always rather hear from you than have something go unresolved.