1. Scope
This SLA covers the ABN — Autonomous Backoffice Network software and the support ABN Platform AB provides for it. ABN is installed as a local Node in the customer's environment; availability of the customer's own infrastructure, network and connected systems is outside this SLA.
2. Availability commitment
| Metric | Target |
|---|---|
| Node software availability (monthly) | 99.5 % |
| Control-plane / update service | 99.5 % |
Exclusions: scheduled maintenance (announced ≥ 5 business days ahead, max 4 h/month), customer infrastructure faults, force majeure, and outages of third-party systems the customer connects.
Availability = (total minutes − unplanned downtime) / total minutes.
"Downtime" means the Node API (abn-core) is unreachable or returns
errors for all health checks.
3. Support tiers and response times
| Severity | Definition | Response | Target resolution |
|---|---|---|---|
| P1 — Critical | Node down; agents cannot run | 1 business hour | 8 business hours |
| P2 — High | Major feature impaired; no workaround | 4 business hours | 2 business days |
| P3 — Normal | Minor issue; workaround exists | 1 business day | 10 business days |
| P4 — Low | Question, cosmetic, enhancement | 2 business days | best effort |
"Response" = a qualified engineer has acknowledged and begun work. Business hours: 09:00–17:00 CET, Monday–Friday, excluding Swedish public holidays.
4. Support channels
- E-mail:
support@abnplatform.com - Security incidents:
security@abnplatform.com(seeINCIDENT_RESPONSE.md) - Legal / data protection:
legal@abnplatform.com
5. Escalation path
Tier 1 Support engineer (P3/P4, and P1/P2 intake)
↓ unresolved within target response
Tier 2 Senior engineer / on-call (all P1/P2)
↓ unresolved within target resolution, or P1 > 4h
Tier 3 Engineering Lead + Incident Lead
↓ P1 > 8h, or data-protection impact
Tier 4 ABN management + customer liaison; written status every 2h
6. Maintenance and updates
Updates are delivered via the abn-updater hot-swap process. Security
patches may be applied outside the maintenance window with notice as
short as 24 h. Engines are stateless, so updates do not lose data.
7. Service credits (template)
If monthly availability falls below 99.5 %:
| Monthly availability | Service credit |
|---|---|
| 99.0 % – 99.5 % | 5 % of monthly fee |
| 95.0 % – 99.0 % | 10 % of monthly fee |
| below 95.0 % | 25 % of monthly fee |
Credits are the customer's sole remedy for missed availability and are claimed in writing within 30 days of the affected month.
8. Customer responsibilities
Keep the Node host patched and reachable; maintain the connected systems' credentials; apply ABN updates within 30 days of release; nominate a technical contact.
9. Review
This SLA is reviewed annually or on material change to the service.