Service Level & Support Policy
Effective 2026-10-14 · Last updated 2026-09-13
This policy describes the availability target, maintenance practices, support channels, and response commitments for the Fratelli Service. It supplements the Terms of Service.
1. Availability
- Target: 99.9% monthly uptime for the web application and APIs, excluding scheduled maintenance and events outside our control (including outages of Google Cloud, Stripe, or internet carriers).
- Measurement: availability is measured by our external monitoring of the sign-in, dashboard, and payments endpoints.
- Service credits (annual and enterprise plans): if monthly uptime falls below 99.9%, you may request a credit of 10% of that month's fee; below 99.0%, 25%. Requests must be made within 30 days of the month in question to support@fratelli-app.com. Credits are applied to future invoices and are the sole remedy for downtime.
2. Maintenance and Changes
- Routine deployments are zero-downtime. Maintenance that may affect availability is scheduled outside U.S. business hours with at least 48 hours' notice in-app.
- Material feature changes or removals are announced at least 30 days in advance via the changelog and email.
- Incident status and history are communicated through in-app banners and email to affected account owners.
3. Data Durability and Backups
Data is stored on Google Cloud with automatic replication and continuous, point-in-time backups retained on a rolling basis. Customers can additionally create their own encrypted backups and full exports from Settings → Data & Privacy at any time.
4. Support Channels and Hours
| Channel | Availability | Plans |
|---|---|---|
| In-app help center and AI assistant | 24 × 7 | All |
| Email: support@fratelli-app.com | Monday–Friday, 8am–6pm Pacific, excluding U.S. holidays | All |
| In-app support chat | Business hours | Paid plans |
| Priority support & named contact | Business hours, expedited | Plans that include Priority Support |
| Security incidents: security@fratelli-app.com | Monitored 24 × 7 | All |
5. Response Targets
| Severity | Definition | First response |
|---|---|---|
| Critical | Service unavailable, data loss, security incident, payments not processing | 1 hour (24 × 7) |
| High | Major feature unusable with no workaround | 4 business hours |
| Normal | Feature issue with workaround, how-to questions | 1 business day |
| Low | Feature requests, cosmetic issues | 3 business days |
Response targets are commitments to acknowledge and begin work, not guarantees of resolution time.
6. How Support Accesses Your Account
To troubleshoot, support staff may need to look at your account. Access is read-only, time-limited, requires a documented reason, is logged, and is visible to you in your security timeline — see the Security Policy (Section 5). We will never ask for your password or authentication codes.
7. Your Responsibilities
Keep your contact email current so we can reach you about incidents and changes; enable multi-factor authentication; and report suspected security issues promptly.