Legal
Service Level Agreement
This SLA applies to pilot and subscription Orders that reference it. It is an exhibit to the Terms of Service between ABE and the customer named in the Order ("Customer"). Numbers in bold are the commitments. Everything else is scope.
1. What this SLA covers
- Hosted Components: the ABE control plane, console, API, scheduler, and any ABE-hosted workers that ABE operates for Customer.
- Support: the response commitments in section 4.
- Safety commitments: the commitments in section 5, which are specific to an autonomous engineering system and which we consider more important than uptime.
It does not cover components Customer hosts in its own environment; Customer's ticketing, source-control, CI, build, and test systems; third-party model providers; the Internet between them; or any outage caused by Customer's configuration, credentials, or policy.
Dependencies
Every commitment below that needs Customer's systems or a third-party service to be reachable is measured from the time they are reachable. If Customer's source control, tracker, CI, or a model provider is down, the clock pauses, ABE is not in breach, and the incident record says so. ABE will still do whatever part of the commitment does not depend on the unavailable system, for example sending a revert diff by email while source control is down.
2. Run outcomes are not availability
A run that ends in "needs human review", "declined", "blocked", or "cannot reproduce" is a governed outcome of the Service, not a failure, and does not count as downtime. ABE does not commit that any particular ticket will produce a pull request.
3. Availability
- ABE will make Hosted Components available 99.5% of minutes in each calendar month.
- Measured by ABE's monitoring of the console and API health endpoints at one-minute intervals. A minute counts as unavailable when the health check fails for the whole minute.
- Scheduled maintenance is excluded up to 4 hours per month, announced at least 48 hours ahead by email to Customer's named contact, and scheduled outside Customer's business hours where practical.
- Emergency maintenance, such as a security fix or a model-provider change that cannot wait, is excluded up to 2 hours per month with as much notice as circumstances allow.
- Also excluded: force majeure, outages of the systems listed in section 1, and suspension under the Terms.
4. Support
Business hours are 08:00 to 18:00 US Central, Monday to Friday, excluding US federal holidays. Requests go to the support address in the Order.
| Severity | Definition | First response | Resolution or workaround |
|---|---|---|---|
| S1 Urgent | Hosted Components down for all users, or ABE has taken or is about to take an action outside Customer's policy, such as a merge, comment, or branch change the policy should have prevented | 2 business hours | 1 business day |
| S2 Impaired | A core function (intake, runs, PR creation, console) is materially degraded, or runs are failing for a systemic reason | 4 business hours | 3 business days |
| S3 General | Questions, configuration help, a single failed run, cosmetic issues | 1 business day | 10 business days |
S1 may be raised by phone or message to the on-call contact in the Order at any hour. The S1 response clock runs 24 hours a day, 7 days a week.
5. Safety commitments
These apply in every deployment mode, subject to the dependencies in section 1.
- Pause on demand. Customer can pause ABE at any time from the console or by revoking the connector token. ABE honors a console pause within 5 minutes: no new runs start, and running runs stop before their next write to Customer's systems.
- No merge without policy. ABE never merges, approves, or changes a protected branch unless a policy Customer enabled permits it. Any such action is S1 and is reported to Customer with the run record within 1 business day.
- Revert on confirmed regression. If Customer reports, and ABE confirms, a production regression caused by a change ABE merged under an autonomy policy, ABE prepares the revert within 4 business hours of confirmation, opens it as a pull request as soon as Customer's source control accepts it, sends the revert diff to Customer's named contact by email in the meantime, and suspends autonomy for the affected tier until Customer re-arms it. Customer may revert the change itself at any time.
- Spend ceilings. ABE enforces the daily and per-ticket spend ceilings in Customer's settings and stops runs rather than exceeding them.
- Emergency stop. ABE maintains a global stop that halts all runs for all customers in an emergency and will tell Customer within 1 business day when it has been used.
6. Backups
ABE backs up hosted state (configuration, run index, and run records that ABE hosts) at least daily and keeps backups for 30 days. Restoration on request is an S2. Customer's own systems are Customer's to back up. ABE writes only to branches and pull requests, never to protected branches except under section 5.2.
7. Service credits
If monthly availability falls below the commitment, Customer may claim a credit against the next invoice.
| Monthly availability | Credit on that month's fee for Hosted Components |
|---|---|
| 99.0% to below 99.5% | 5% |
| 97.0% to below 99.0% | 10% |
| Below 97.0% | 25% |
A missed S1 first-response commitment in a month earns an additional 5%. Credits cap at 25% of the month's fee, must be claimed in writing within 30 days after the month ends, and are Customer's sole remedy for availability and support shortfalls. During an unpaid pilot, credits accrue against the first paid term. Two consecutive months below 97.0% entitle Customer to terminate the Order without penalty.
8. Reporting
ABE provides on request a monthly statement of availability, S1 and S2 incidents, safety-commitment events, and spend against ceilings.
9. Changes
ABE may revise this SLA at renewal with 30 days' notice. Revisions never reduce the safety commitments in section 5 during a term.
ABE · United States · hello@runabe.ai